Resolving customer complaints requires identifying the core cause and implementing preemptive measures. This study proposes a simulation to resolve complaints by organizing them into actions using a customer journey map. The proposed approach uses an LLM to automatically generate potential customer complaints tailored to specific personas, providing a foundation for discussions about possible complaints and how to resolve them: Persona-Journey Matrix (PJM). Through evaluation experiments simulating preemptive response team meetings, we examined whether PJM simulations may support the identification of complaints and the diversification of responses to them. The qualitative analysis indicated that the PJM provided a structural framework for understanding issues across behavioral phases and encouraged rich, multidimensional discussions, grounded in empathy for the personas. The results suggested that PJM users could submit solutions to several complaints in a linked, chain-like sequence.
