Customer Complaints

Hi ,

I am new to ISU CRM scenarions..Could any one suggest me in below case..?

How to handle the customer complaints .For Ex :

Customer calls to the CRM Interaction centre and complains that his meter is not working properly and needs to be replaced . How to handle such kind of issues ?

I think this kind of problems are very generic in Utilities industry and this can be done by doing some standard customisation .

Could any one provide me clear view on this ?

Full points will be rewareded for the best solution .

Thanks & Regards,

Rahul D