| Subject :Handling of Customer's Complaints | Ref : QD21 | ||||
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| 1.0 | Purpose | ||||
| This document defines the process for the proper handling of customer's complaints. | |||||
| 2.0 | Scope | ||||
| Applicable to all complaints received from customers. | |||||
| 3.0 | Attachment | ||||
| Attachment MA/QD21/001 - Service Recovery (SR) Report | |||||
| 4.0 | Procedure | ||||
| System Flow | Responsibilities & Authorities |
Related Docs & Forms |
Notes | ||
| 4.1 | Complaint received from
customer . |
All Depts |
--- |
1 | |
| 4.2 | Fill up Service Recovery
(SR) Report . |
All Depts |
SR Report |
2 | |
| 4.3 | Investigate into complaint . |
Section Head | SR Report | 3 | |
| 4.4 | Review/ Assess complaint
& action taken . |
Dept Head/QM | SR Report |
4 | |
| 4.5 | Reply/Adopt further . |
Section/Dept Head |
--- |
5 | |
| 4.6 | Initiate/Adopt further preventive measures, if required | Dept Head/QM |
--- |
6 | |
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| Highlights/Explanation | |
| Note 1: |
The Service Recovery (SR) Report (Attachment MA/QD21/001) shall be located at pertinent locations of the respective section/department i.e., Export, Import, Customer Service, Sales & Marketing, Project & Development, etc. Any unfavorable feedback regarding Mantraco's
services or staff shall be deemed to be a complaint. Complaints received
can be in written or oral form, given explicitly or by implication. |
| Note 2: |
Any staff receiving the complaint, shall generate
and fill-in the details in Part 1 of the Service Recovery Report. thi9s
report shall then be submitted to the staff's section/department head for
their awareness and necessary channeling to the affected
section/department. |
| Note 3: |
The section/department head of the affected
department upon receiving the report, shall look into the complaint to
determine if the complaint is genuine and at the same time, check on the
causes which lead to the complaint and document the findings in Part 2 of
the SR report. |
| Note 4: |
The department head of the affected department upon
consultation with the QM, shall review/assess the complaint and the
action(s) taken to rectify the problem. Should there be improvements made,
the Dept Head/QM shall make the necessary recommendations on Part 3 of the
SR report. . |
| Note 5 |
Either the section or department head will revert/reply
to the customer, giving the causes which lead to the complaint and the
actions taken to rectify the problem.
Replies will be given either in verbal or written
form, depending on the initial complaint made. |
| Note 6: | The department head together with the QM shall review the corrective action taken to confirm if the action taken are satisfactory or if further monitoring/improvements/preventive measures are required. * The completed copy of the SR Report shall be kept
and filed by the |
