The activities that might occur in response to a customer submitting a complaint on a medical device should follow these steps.
5. Follow-up for more information
2. Field corrective action
1. Product design changes, if considered necessary.
The best approach to respond to a complaint starts with paying close attention to the information being delivered by the customers. The next natural step is to convey your understanding of the complaint without giving excuses or explanations.
Then carry out detailed investigations to enable field corrective actions to be mustered, forestall a repetition of unveiled mistakes, and reduce risks. Initiate improvements in the product or service design if these are necessary.
Thus, handling customer complaints does not require investigating employee performance as this removes the focus from the customer's safety in using the medical device.
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