Customer Complaint & Satisfaction Management Process

All complaints shall be treated with the same level of importance attached to finalized with in line our ISO 10002 targets, the customer complaint handling and closing process is concluded within the periods given below.

• Complaint Receipt and Initial Inspection : 1 work day

• Complaint Assessment : 4 work days

• Complaint Finalization : 1 work day

 

Note: In the case of sample or additional data is needed for root cause analysis,after sample or data is acquired, complaint will be finalized within 6 working days.

 

Within 7 work days, 8D report is sent to our customer.

 

Customer Feedback Channels

Customers may have access to us by means of the following major communication channels:

Website : http://www.ersekablo.com.tr/en-US/complaints--suggestions-form 

E-mail    : customerrelations@ersekablo.com.tr 

Phone    : +90 (212) 734 37 00

Fax        : +90 (212) 734 37 01

Erse Kablo has set up and continuously improves the necessary infrastructure for all channels so that complaints may be transmitted and recorded within the system.

 

Recording Complaints and Informing Complainant

All customer complaints shall be entered, recorded and evaluated pursuant to our “Customer Complaint and Satisfaction Management Procedure” and “Customer Complaints Handling and Closure Process”.

A complaint or feedback shall be fed by the original recipient of the complaint to the system by defining it by means of certain details as customer name, reporting date, reporting person and channel, subject matter of the notice, customer request, and if possible, other data in relation to the product and/ or service. Each such entry on the ERP Customer Complaints screen creates a unique defining code for each feedback.

 

After the complaint/feedback is entered with the system, the IMS Manager shall initially send an e-mail to the customer (within 24 hours) along with the code assigned by the system, informing customer that the complaint or feedback has been received and entered to the system.

 

Unless the customer’s e-mail address is identified, such information shall be provided by using the customer’s defined telephone.

 

Complaint Investigation

Complaints shall be resolved by our customer care representatives who are experts in their fields and by our technical officers in the factory under the coordination of the IMS Management.

The IMS Manager shall escalate the complaint received by him to the relevant department based on the type of complaint and shall make sure that the customer complaint shall undergo a preliminary review; in case the department which proceeds with the preliminary review requests additional information (product sample, packaging/label details etc), then he/she shall complete such information in consultation with the complainant. Relevant departments shall visit the complainant at its premises and obtain information, where necessary. The IMS Manager shall make sure that details and current information about the complaint shall be saved with the ERP Customer Complaints screen.

Product : Production, R&D, Quality Control, Planning

Service : Logistics

Commercial : Domestic Sales, Marketing, Export

Our goal is to correctly evaluate and resolve complaints at once.

 

Findings obtained as a result of tests and evaluations following the review based on the complaint type shall be  e-mailed by the relevant responsible officer to the IMS Manager. Root cause and actions to be taken shall be set out in the 8D Report. 8D Report is sent to the customer or the person who has forwarded the complaint by IMS Manager with e-mail and telephone. 

 

Settlement with the Customer

Customer’s grievance attributable to the complaint shall be made up upon mutual settlement with the customer. If the customer approval needs to be given via the Customer Representative, the relevant feedback shall be e-mailed to the customer and likewise, the said Customer Representative shall notify the IMS Manager that the complaint has been closed upon conciliation.

Relevant departments shall start to take permanent actions to achieve the solution agreed with the customer.  Alternative solution methods shall be investigated.

 

Complaint Finalization

Following the initial evaluation of the complaint and reaching a settlement with the customer, the results shall be entered by the IMS Manager to the ERP Customer Complaint screen and the complaint shall be closed.

Unless the customer approves the proposed solutions, the procedure shall be started for the second time to investigate and evaluate alternative solutions. At the end of this process, the customer shall be informed about alternative solutions along with the consequent decision, In case the customer approves the consequent decision by accepting the second solution proposal, this shall be entered with the ERP Customer Complaint screen and the complaint shall be finalized.

In case the customer does not approve the outcome of the complaint for a second time, the complaint shall be moved to the “Open” status and further alternative solutions shall be investigated.

Complaints oven which no settlement may be reached with the customer and which are moved to the open status shall be reviewed after 6 months. This kind of complaint shall be closed in case the customer gives no negative or positive reply regarding alternative solutions.

 

Continuous Improvement

Erse Kablo is intended to continuously improve the effectiveness and efficiency of the customer complaint handling and process by means of actions taken by it. Therefore, Erse Kablo shall perform the following in order to prevent complained problems from recurring or potentially arising in addition to certain activities taken in this respect under which permanent  actions are embraced, innovative ways are researched and compare-and-contrast methods are implemented;

• To investigate and implement the best methods in connection with customer handling,

• To make sure that a customer-oriented approach is embraced corporate-wide,

• To encourage innovations for customer handling and development,

• In order to prevent multiple recurring complaints regarding the same issue, these recurring complaints shall be addressed in internal controls and evaluation meetings and action plans are designed.