Complaint Resolution Workflow with SLA and Tiered Compensation

Create a complete complaint resolution workflow for [COMPANY NAME], operating in the [INDUSTRY] sector, with [NUMBER] support agents and volume of [NUMBER] complaints/week.\\\\\\\\n\\\\\\\\n**Complaint Classification (define clear criteria):**\\\\\\\\n- Severity A (Critical): [industry examples]\\\\\\\\n- Severity B (High): [examples]\\\\\\\\n- Severity C (Medium): [examples]\\\\\\\\n- Severity D (Low): [examples]\\\\\\\\n\\\\\\\\n**For each severity level, define:**\\\\\\\\n1) First response SLA\\\\\\\\n2) Definitive resolution SLA\\\\\\\\n3) Agent autonomy level (what they can resolve independently)\\\\\\\\n4) Standard compensation authorized without approval:\\\\\\\\n   - Severity A: [e.g., full refund + voucher + gift]\\\\\\\\n   - Severity B: [e.g., replacement + voucher]\\\\\\\\n   - Severity C: [e.g., discount voucher]\\\\\\\\n   - Severity D: [e.g., apology + symbolic credit]\\\\\\\\n\\\\\\\\n**Operational Workflow:**\\\\\\\\n- Step 1: Receipt and automatic classification (rules for [TOOL: Zendesk/Freshdesk])\\\\\\\\n- Step 2: Assignment to responsible agent\\\\\\\\n- Step 3: Diagnosis and evidence collection\\\\\\\\n- Step 4: Apply solution per compensation matrix\\\\\\\\n- Step 5: Customer confirmation and logging\\\\\\\\n- Step 6: Post-resolution follow-up (Day 3)\\\\\\\\n- Step 7: Monthly root cause analysis\\\\\\\\n\\\\\\\\n**Consumer Protection Compliance:**\\\\\\\\n- Article 18: Quality defects — 30 days to resolve\\\\\\\\n- Article 26: Claim deadlines (30 days for perishable goods, 90 days for durable goods)\\\\\\\\n- Article 35: Consumer options when offer not fulfilled\\\\\\\\n- Article 49: Right of withdrawal (7 days for remote purchases)\\\\\\\\n\\\\\\\\n**Metrics Dashboard:**\\\\\\\\n- Average resolution time by severity\\\\\\\\n- Average compensation cost by severity\\\\\\\\n- % of complaints resolved within SLA\\\\\\\\n- Recurrence by issue type (Pareto analysis)\\\\\\\\n- Monthly financial impact of compensation vs. churn cost\\\\\\\\n\\\\\\\\nAverage customer order value: R$[AMOUNT]. Average LTV: R$[AMOUNT].