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In the current age of data-driven decision making, SQL (Structured Query Language) plays a crucial role in deriving meaningful insights from raw data. One such application can be seen in the development of a Customer Complaint Resolution System. In this post, let’s explore how we can utilize SQL’s power to devise an efficient system to handle and resolve customer complaints.
The Complaints Table
The first step in developing such a system would be setting up a table structure to store our complaints. Here’s an example of how this could be achieved in SQL.
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CREATE TABLE Complaints ( ID INT PRIMARY KEY, Customer_Name VARCHAR(40) NOT NULL, Complaint TEXT NOT NULL, Date_Logged DATE NOT NULL, Status VARCHAR(20) NOT NULL, Resolution_Detail TEXT, Resolution_Date DATE ); |
This design includes the complaint’s unique ID, customer’s name, complaint details, the date it was logged, current status, resolution detail, and the date of resolution.
Inserting Complaints
Customer complaints can be inserted into the table by utilizing the INSERT command. For example,
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INSERT INTO Complaints VALUES (1, 'John Doe', 'Product Not Working', '2022-01-01', 'Pending', NULL, NULL); |
This will insert a new complaint record for John Doe in our system with the status ‘Pending’.
Querying Complaints
To view all unresolved complaints, we can use the SELECT command.
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SELECT * FROM Complaints WHERE Status='Pending'; |
This command retrieves all complaints currently pending in the system.
Updating Complaint Resolution
Once a complaint has been resolved, details can be updated using the UPDATE command. For example,
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UPDATE Complaints SET Status = 'Resolved', Resolution_Detail = 'Product replaced', Resolution_Date = '2022-02-01' WHERE ID = 1; |
This will update John Doe’s complaint in the system by marking it as ‘Resolved’ with the resolution detail of ‘Product replaced’ and the resolution date.
These are just the basics of what SQL can do. By implementing further SQL queries and procedures, a fully-fledged Customer Complaint Resolution System can be developed for handling and tracking customer complaints more effectively.