English to Russian Marketing Business/Commerce (general) complaint management

Коллеги! подскажите, может кто знает какой общепринятый русский вариант данной фразы? Мой вариант на данный момент - "повторная рекламация". У кого какие мысли?
Контекст:
"You now change from the emotional level with the customer to the rational aspect of the complaint. Ask for more background information and analyse the causes and details of the complaint. Do not try to directly present a solution, instead analyse the source of the problem together with the customer, do not suggest a solution until then. This avoids “boomerang complaints” and achieves long-lasting customer satisfaction."