TITLE: Processing Customer Complaint Procedure - Text OPERATING. SECTION: Two ISSUE #: 1.0. To receive, handle and resolve customer complaints.

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Leona Bond
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1 PURPOSE: To receive, handle and resolve customer complaints. SCOPE: This procedure applies to all customer complaints received at the store through any of the following means: telephone, in-person, , fax. RESPONSIBILITY: The Vice President Operations is responsible for the accuracy and implementation of this procedure. The Store Manager is responsible for compliance to this procedure. START OF 1. RECEIVE CUSTOMER COMPLAINT complaints may be received at the store through any of the following means: telephone, in-person, , fax. Attend to customer complaints received by telephone or in person immediately after the complaint is identified. Provide the customer your full attention, listening attentively to the complaint Carefully read or fax complaints prior to taking any action APPROVED: Jane Nazli DATE: 19-Jun-02 1 OF 5

2 2. ACKNOWLEDGE CUSTOMER COMPLAINT AND ADDRESS Acknowledge the receipt of all customer complaints, regardless of the method the complaint is received in Where necessary, ensure your understanding of the issue being complained about by paraphrasing the concern communicated by the customer Prioritize the issues pertaining to the complaint, if more than one issue is being dealt with Address service related complaints as top priority Determine the best course of action to proceed with, in order to resolve the complaint Estimate the time required to resolve the issue, if it is deemed complex to resolve, and warrants the time needed and/or requires escalation Provide the customer with an estimate of the time you feel the issue can be resolved by, if the issue cannot be resolved immediately Determine if the complaint can be dealt with without escalation Take the actions necessary to resolve the complaint LOP IS ISSUE RESOLVED? Is the complaint dealt with and resolved without escalating to a person with higher authority or responsibility? IF YES, proceed to step # 6 IF NO, proceed to step # 4 APPROVED: Jane Nazli DATE: 19-Jun-02 2 OF 5

3 4. 5. ESCALATE ISSUE Escalate issues and complaints that fall into any of the following categories: - Situations where customers require the complaint be escalated - The complaint cannot be adequately dealt with and resolved at your level and requires a person with a higher level of authority and/or responsibility - Assistance of a person with higher level of authority and/or responsibility is deemed necessary to adequately address and resolve the issue Advise the customer that the complaint will be escalated Collaborate with the person the complaint is escalated to, to arrive at a suitable resolution for the complaint ADDRESS CUSTOMER COMPLAINT Take appropriate action(s) that is deemed necessary, to resolve the customer s complaint Continue to update the customer on the progress, while the issue is being worked on Find alternative interim measures to address the compliant, if the complete resolution is likely to take an unreasonable or considerable amount of time Initiate a quality incident report if the complaint is serious in nature and is likely to affect other areas within the organization and service quality as a whole - proceed to step # 9 for this purpose Present the resolution to the customer, and determine if they are satisfied with the solution presented Manager Supervisor APPROVED: Jane Nazli DATE: 19-Jun-02 3 OF 5

4 6. IS CUSTOMER SATISFIED? Is the customer satisfied with the actions taken to resolve the issue? LOP-06 IF YES, proceed to step # 7 IF NO, proceed to step # 5 7. APOLOGIZE TO CUSTOMER Use the appropriate communication method (telephone, in-person, or fax) to apologize to the customer, for the occurrence of the situation Assure the customer of s commitment to service quality Ask the customer if there are any other concerns or complaints they have and address appropriately Re-confirm the customer s satisfaction with the resolution of the compliant before proceeding 8. DOCUMENT CUSTOMER COMPLAINT AND FORWARD FOR PROCESSING Certain situations that affect service quality are considered quality incidents. Quality incidents must be recorded and processed to permanently correct and prevent the situation that led to the occurrence of the incident. The Quality Management Team processes quality incidents. LOP-07 Initiate a Quality Incident Report if not done so already Complete the Quality Incident Report detailing all aspects of the situation or complaint Forward the completed Quality Incident Report to the Quality Management Department for processing Proceed to step # 9 for this purpose APPROVED: Jane Nazli DATE: 19-Jun-02 4 OF 5

5 9. QUALITY INCIDENT This procedure is intended to address and resolve incidents that are likely to affect service quality. For more details refer to: QUALITY INCIDENT 10. END OF FORMS REFERENCED: Quality Incident Report RECORDS REFERENCED: Quality Incident Report APPROVED: Jane Nazli DATE: 19-Jun-02 5 OF 5

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