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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 (Service)Utilities industry and I hope this can be done by doing some standard customisations .

Could any one provide me clear view on this ?

Full points will be rewareded for the best solution .

Thanks & Regards,

Rahul D

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