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I. OBJECTIVE
1. To provide guidelines for incidents of customer complaints
II. DEFINITION OF TERMS
(Not Applicable)
III. GENERAL POLICIES
Get the complete details of the complaint, complete name and contact no. of the complainant. Apologize in behalf of the company and assure the complainant that the company will act on it. Ask the Team Leader to call the attention of the Service Crew in question. The Service Crew must make an Incident Report. Report to the Human Resources Officer and the CEO about the complaints received.
For complaints that concern quality, it is a common resolution that the Service Crew replaces the product that the customer complains about. The Service Crew must keep the bad order or rejected product and pull-out the item with an attached Incident Report.
IV. PROCEDURE FLOWCHART
Flowchart Title
Customer Complaints
V. REFERENCE/INTERFACE PROCESS
Document Title
1. Concerns
VI. FORMS AND RECORDS
Form Title
1. Incident Report Slip
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