In the translation industry, handling customer complaints with transparency and professionalism is crucial to maintaining trust and long-term relationships. A standard complaint resolution procedure ensures consistency and accountability.
The process begins with acknowledging the complaint promptly, usually within 24 hours. The issue is then logged and assigned to a project manager or quality supervisor for review.
Next, the translation and related documents are re-evaluated, often involving a second linguist or QA expert to identify errors or misunderstandings. A root cause analysis is performed to determine if the issue was due to translation quality, miscommunication, or unmet expectations.
Based on findings, corrective action is taken—such as revisions, translator feedback, or process adjustments. The client receives a clear response and resolution timeline.
All complaints and resolutions are documented for continuous improvement. A structured approach turns complaints into opportunities to enhance quality and customer satisfaction.