P-MKT-04 PROCEDURE FOR HANDLING OF CUSTOMER COMPLAINTS

KK METALS PRIVATE LIMITED

PROCEDURE FOR HANDLING  OF CUSTOMER COMPLAINTS

                          

 Doc. No.:P-MKT-04
Rev. No.:  07 
Rev. Date: 21-02-2020
  1. Page 1 of 2
  • Purpose: To provide sequence for registration & remedial action for Customer Complaints & Returns.
  • Scope :  Applicable for all customer complaints & returns
  • Responsibility :Primary: Marketing Head
  • Process Description

4.1 Pre – Study of Complaint 

 

Procedure Code Prhttps://docs.google.com/document/d/163LJ9KzLcEXs1KDFekAm1zZhI-qRohekyMrRMy50uH8/editocess Sequence (What) (English) Time Limit Responsibility Reference Records/ Resources
Receipt of customer complaint
ग्राहक की शिकायत की प्राप्तिInformation forwarded to marketing department (यदि विपणन विभाग के अलावा अन्य प्राप्त हो)Note: If received Complaint by Email/ Whatsapp/ Letter / then request customer to submit Complaint by online form, or in rare case submit Complaint on behalf of customer.		 On time Complaint Receiver Customer Communication Form from Approved Contact List
Send acknowledgement to the person who raised the Complaint. Information forward to marketing department (if received other than marketing department)
विपणन विभाग को अग्रेषित सूचना (		 On time Complaint Receiver Customer Communication Form)
What is type of Complaint? (Commercial /Quality /Delivery Problem शिकायत का प्रकार क्या है? (वाणिज्यिक / गुणवत्ता / वितरण समस्या

If, Quality: Goto process 4.2 of this document 

Delivery: Discuss with SCM Executive and resolve the issue.

Commercial: Discuss with Marketing, Accounts and resolve the issue.

 Max 4 hrs CRM Customer Communication Form

 

4.2 Quality Complaint

Procedure Code Process Sequence (What) (English) Time Limit Responsibility Reference Records/ Resources
Create a Ticket with details of customer complaint, complainant, item name, SKU, Invoice Number, Quantity. Max 4 hrs CRM Customer Complaint Log (F-MKT-01)Software Support Management
Identify the person who shall review and attend the Complaint.

 

Take target time and Follow up with Quality Department.

 SCM Head+ Quality Head WI-00000
Assign Ticket to concerned person, Person will accept charge to solve the issue. Quality Personnel  Software Support Management
Follow Procedure for CONTROL OF NON-CONFORMING PRODUCT (P-QA-03) 48 hrs CRM (Customer Complaint  (F-MKT-01)

Procedure for CONTROL OF NON-CONFORMING PRODUCT (P-QA-03)
Check and Update status in software after taking feedback  on a phone on phone call. 48 hrs CRM G Form ( Customer Complaint Log  (F-MKT-01)

 

  • Documents & Records Required/Referred in this Procedures
  • Procedure for CONTROL OF NON-CONFORMING PRODUCT (P-QA-03)
  • Customer Complaint Log (F-MKT-01)