We help build a system for handling complaints, warranties, and guarantees that aligns with the actual sales model and works seamlessly in the team\u2019s day-to-day operations.<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"specialization":[1210],"practice_area":[],"class_list":["post-2742","service","type-service","status-publish","hentry","specialization-digital-law"],"acf":{"short_description":"We help you build a complaints, guarantee and statutory-warranty (r\u0119kojmia) system that fits your real sales model and works in the team's day-to-day operations.","full_description":"
Complaints Without Improvisation<\/strong><\/p>\n\n We help build a system for handling complaints, warranties, and guarantees that aligns with the actual sales model and works seamlessly in the team\u2019s day-to-day operations.<\/strong><\/p>\n\n For companies where customer complaints are no longer isolated incidents but have become a source of exceptions, disputes, and operational friction.<\/p>\n\n Complaint Process Map: submission, assessment, decision, response, escalation, conclusions-status at each stage: clear \/ needs improvement \/ risk.<\/p>\n The procedures are in place, but the process is still falling apart<\/strong><\/p>\n\n Complaints are often handled according to rules that were established long ago, \u201calong the way\u201d or in response to successive exceptions. On paper, it works. In practice, the team keeps asking when to apply the warranty, when to apply the guarantee, how to distinguish between B2B and B2C, and who should make the decision. <\/p>\n\n \"The greatest risk in complaints doesn't always stem from a lack of procedures. More often, it stems from the fact that the procedures don't match how the company actually sells its products and serves its customers.\" <\/p>\n\n We help you transition from handling complaints \u201cfrom scratch\u201d to a system that provides your team with clear guidelines, ready-to-use tools, and a consistent approach.<\/p>\n Where do complaint handling systems most often break down?<\/strong><\/p>\n\n Complaints are handled in different ways<\/strong><\/p>\n\n Problem:<\/strong><\/p>\n\n The decision depends on the individual, the sales channel, or customer pressure.<\/p>\n\n We establish common guidelines for evaluation, decision-making, and responses.<\/p>\n\n B2B is blending with B2C<\/strong><\/p>\n\n The team is unclear about when consumer rules apply and when business rules apply.<\/p>\n\n We segment the customer journeys, messaging, and decision-making criteria for different types of customers.<\/p>\n\n The documents do not reflect actual practice<\/strong><\/p>\n\n Regulations, forms, warranty cards, and sample responses do not describe the actual process.<\/p>\n\n We update our documents so that they reflect how the company actually operates.<\/p>\n\n Too many issues are being referred to managers<\/strong><\/p>\n\n Every exception requires escalation because the team doesn't have a decision matrix.<\/p>\n\n We build simple tools: checklists, flowcharts, and approval levels.<\/p>\n\n Complaints get bogged down between departments<\/strong><\/p>\n\n Customer service, sales, logistics, maintenance, and legal staff are passing the buck.<\/p>\n\n We define roles, points of contact, and handoff points.<\/p>\n\n Sales have increased, but the process has become outdated<\/strong><\/p>\n\n E-commerce, marketplaces, partners, distributors, and installation have changed the risks, but the complaint system hasn't kept up.<\/p>\n\n We tailor the process to our current sales and service model.<\/p>\n A complaint system designed for real-world business<\/strong><\/p>\n\n We don't just review documents. We establish a framework-rules, roles, decisions, communications, and tools-that the team can use on a daily basis. <\/p>\n\n The Process<\/strong><\/p>\n\n Result:<\/strong> A map of the current process and gaps.<\/p>\n\n Customers<\/strong><\/p>\n\n Result:<\/strong> Separate service paths.<\/p>\n\n Basics<\/strong><\/p>\n\n Result:<\/strong> A clear logic for case classification.<\/p>\n\n Documents<\/strong><\/p>\n\n Result:<\/strong> Documents that comply with standard practice.<\/p>\n\n Decisions<\/strong><\/p>\n\n Result:<\/strong> Fewer decisions considered from scratch.<\/p>\n\n Communication<\/strong><\/p>\n\n Result:<\/strong> More consistent responses and less tension.<\/p>\n\n Implementation<\/strong><\/p>\n\n Effect:<\/strong> A process that runs outside the document.<\/p>\n This service is for you if:<\/strong><\/p>\n\n You're the Head of Customer Service or a Customer Care Manager-and you want your team to have clear guidelines, ready-made responses, and fewer decisions made \"on a hunch.\"<\/p>\n\n You're an Operations Manager, Compliance Manager, or Legal Manager-and you need to integrate procedures, documents, and actual workflows into a single, cohesive system.<\/p>\n\n You're a CEO, COO, or board member-and you want to reduce the number of escalations, disputes, and costs resulting from the chaos surrounding customer complaints.<\/p>\n From Exceptions to Rules<\/strong><\/p>\n\n Map<\/strong><\/p>\n\n We're taking a look at how complaints actually make their way through the company.<\/p>\n\n The customer gains: an overview of the gaps.<\/p>\n\n Model<\/strong><\/p>\n\n We design paths, roles, and decisions.<\/p>\n\n The customer benefits from: a cohesive system.<\/p>\n\n Tools<\/strong><\/p>\n\n We create documents, checklists, and response templates.<\/p>\n\n The customer benefits from: work without improvisation.<\/p>\n\n Implementation<\/strong><\/p>\n\n We're sharing the guidelines with the team and working out the details.<\/p>\n\n The customer benefits from: a process to follow.<\/p>","icon":null,"order_within_specialization":0,"flexible_content":[{"acf_fc_layout":"hero","section_header":{"section_header":{"eyebrow":"","heading":"Complaints without improvisation","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":" We help you build a complaints, guarantee and statutory-warranty (r\u0119kojmia) system that fits your real sales model and works in the team's day-to-day operations.<\/p>\n","":null,"heading_tag":"h1","heading_style":"hero","alignment":"left"}},"actions":{"button_cluster":{"intro":"","buttons":[{"button":{"link":{"title":"Put your complaints-handling system in order","url":"#contact","target":""},"variant":"primary","icon":"arrow","icon_size":"inherit","size":"default","aria_label":""}}],"alignment":"left"}},"media":{"media":{"image":"","mobile_image":"","object_position":"center","object_position_custom":""}},"section_meta":{"anchor_id":"","is_enabled":true},"variant":"split","mobile_body_card":false},{"acf_fc_layout":"person_cta","person":2695,"section_header":{"section_header":{"eyebrow":"","heading":"Procedures exist, but the process still falls apart","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":" Complaints are often handled under rules that were written long ago, "along the way" or in reaction to successive exceptions. On paper something works. In practice the team still asks when to apply statutory warranty (r\u0119kojmia), when to apply a guarantee, how to distinguish B2B from B2C and who should take the decision.<\/p>\n "The greatest risk in complaints does not always come from the absence of a procedure. More often it comes from a procedure that does not match how the company actually sells and serves customers."<\/p>\n We help you move from complaints handled "from scratch" each time to a system that gives the team clear rules, ready tools and a consistent way of working.<\/p>\n","":null,"heading_tag":"h2","heading_style":"section","alignment":"left"}},"carousel_settings":{"carousel_settings":{"autoplay_mode":"default","autoplay_delay":6.5}},"actions":{"button_cluster":{"intro":"","buttons":null,"alignment":"left"}}},{"acf_fc_layout":"expandable_box","section_header":{"section_header":{"eyebrow":"Most common problems \/ challenges","heading":"The most common problems we solve","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":"Where do complaints processes most often break down?","":null,"heading_tag":"h2","heading_style":"section","alignment":"center"}},"items":[{"problem_title":"Problem:","teaser_description":"The decision depends on the person, sales channel or pressure from the customer.","solution_title":"","solution_description":" We create shared rules for assessing, deciding and responding to complaints.<\/p>","icon":"","accent":"pink","open":false},{"problem_title":"B2B and B2C get mixed together","teaser_description":"The team is unsure when consumer rules apply and when business-to-business rules do.","solution_title":"","solution_description":" We separate the processes, communications and decision grounds for different customer types.<\/p>","icon":"","accent":"violet","open":false},{"problem_title":"Problem:","teaser_description":"The terms and conditions, forms, guarantee cards and response templates do not describe the actual process.","solution_title":"","solution_description":" We update the documents so they support the way the company actually operates.<\/p>","icon":"","accent":"blue","open":false}],"section_meta":{"anchor_id":"","is_enabled":true}},{"acf_fc_layout":"box_variants","variant":"process-detail","section_header":{"section_header":{"eyebrow":"Our solution","heading":"What you receive","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":"We do more than review documents. We build a mechanism of rules, roles, decisions, communications and tools that your team can use every day.","":null,"heading_tag":"h2","heading_style":"section","alignment":"center"}},"items":[{"title":"A complaints system built for real business","description":"","body":" We do not only review documents. We design a mechanism: rules, roles, decisions, messages and tools the team can use every day.<\/p>","tags":"","count":"","accent":"violet","icon":""},{"title":"Proces","description":"","body":" A map of the current process and its gaps.<\/p>","tags":"","count":"","accent":"blue","icon":""},{"title":"Klienci","description":"","body":" Separated service pathways.<\/p>","tags":"","count":"","accent":"orange","icon":""},{"title":"Podstawy","description":"","body":" and you want the team to have clear rules, ready responses and fewer decisions made "on instinct".<\/p>","tags":"","count":"","accent":"orange","icon":""},{"title":"You are an Operations Manager, Compliance Manager or Legal Manager","description":"","body":" and you need to connect procedures, documents and the real case flow into one coherent system.<\/p>","tags":"","count":"","accent":"orange","icon":""}],"footer_heading":"","footer_tags":"","actions":{"button_cluster":{"intro":"","buttons":null,"alignment":"left"}},"section_meta":{"anchor_id":"","is_enabled":true}},{"acf_fc_layout":"cooperation_process","section_header":{"section_header":{"eyebrow":"Social proof","heading":"What this service looks like in practice","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":"","":null,"heading_tag":"h2","heading_style":"section","alignment":"center"}},"steps":[{"title":"Map the process","description":"We examine how complaints actually move through the company.","accent":"pink"},{"title":"Model","description":"We design workflows, roles and decision points.","accent":"pink"},{"title":"Tools","description":"We create documents, checklists and response templates.","accent":"pink"},{"title":"Implementation","description":"We explain the rules to the team and refine the details.","accent":"pink"}],"cta_text":"","actions":{"button_cluster":{"intro":"","buttons":[{"button":{"link":null,"variant":"primary","icon":"arrow","icon_size":"inherit","size":"default","aria_label":""}}],"alignment":"left"}},"section_meta":{"anchor_id":"","is_enabled":true}},{"acf_fc_layout":"contact","section_header":{"section_header":{"eyebrow":"Stages of work","heading":"How the engagement works","heading_highlight_mode":"none","heading_split":{"small_part_text":"","strong_part_text":"","":null,"small_part_size":"","strong_part_size":"","tag":"h2","style":"inherit","alignment":"inherit"},"description":"The sooner you bring order to your rules, documents and decisions, the fewer cases will return to managers, lawyers and the management board.\n\nTell us how complaints are handled today: sales channels, customer types, guarantees, statutory warranty, transport, installation, distributors, the number of exceptions and where the process most often gets stuck.","":null,"heading_tag":"h2","heading_style":"section","alignment":"center"}},"person":null,"person_eyebrow":"","person_body":"","response_title":"","response_body":"","form":{"cf7_form":null,"name_label":"","name_placeholder":"","phone_label":"","phone_placeholder":"","email_label":"","email_placeholder":"","message_label":"","message_placeholder":"","privacy_text":"","newsletter_text":"","button_label":""},"background":null,"section_meta":{"anchor_id":"","is_enabled":true}}]},"_links":{"self":[{"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/service\/2742","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/service"}],"about":[{"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/types\/service"}],"version-history":[{"count":0,"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/service\/2742\/revisions"}],"wp:attachment":[{"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/media?parent=2742"}],"wp:term":[{"taxonomy":"specialization","embeddable":true,"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/specialization?post=2742"},{"taxonomy":"practice_area","embeddable":true,"href":"https:\/\/sawaryn.com\/en\/wp-json\/wp\/v2\/practice_area?post=2742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}CUSTOMER'S PROBLEM<\/h2>\n
MOST COMMON PROBLEMS \/ CHALLENGES<\/h2>\n
HOW OUR SOLUTION WORKS<\/h2>\n
WHO IS THIS SERVICE FOR?<\/h2>\n
STAGES OF WORK<\/h2>\n
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