CUSTOMER RELATIONS
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Customer Complaint & Satisfaction Management Process

Our customer receipt and closure process shall be as follows in line with our ISO 10002 targets:
All complaints shall be treated with the same level of importance attached to them and shall be finalized within such time limits given below:
 
  • Complaint Receipt and Preliminary Inspection : 1 work day
  • Complaint Assessment : 4 work days
  • Complaint Finalization : 1 work day

Customer Feedback Channels
 
Customers may have access to us by means of the following major communication channels:
 
Website : www.ersekablo.com.tr/en-US/complaints--suggestions-form/4059/2957
E-mail    : customerrelations@ersekablo.com.tr 
Phone    : +90 (212) 734 37 00
Fax         : +90 (212) 734 37 01

Erse Kablo has set up and constantly improves the necessary infrastructure for all channels so that complaints may be transmitted and saved within the system.
 
Saving Complaints and Informing Complainant
 
All customer complaints shall be entered, saved 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 him 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 Evaluation

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 Department.
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 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.
 
Constant Improvement
 
Erse Kablo is intended to constantly 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.

Erse Kablo
  Language
CUSTOMER RELATIONS

Customer Complaint & Satisfaction Management Process

Our customer receipt and closure process shall be as follows in line with our ISO 10002 targets:
All complaints shall be treated with the same level of importance attached to them and shall be finalized within such time limits given below:
 
  • Complaint Receipt and Preliminary Inspection : 1 work day
  • Complaint Assessment : 4 work days
  • Complaint Finalization : 1 work day

Customer Feedback Channels
 
Customers may have access to us by means of the following major communication channels:
 
Website : www.ersekablo.com.tr/en-US/complaints--suggestions-form/4059/2957
E-mail    : customerrelations@ersekablo.com.tr 
Phone    : +90 (212) 734 37 00
Fax         : +90 (212) 734 37 01

Erse Kablo has set up and constantly improves the necessary infrastructure for all channels so that complaints may be transmitted and saved within the system.
 
Saving Complaints and Informing Complainant
 
All customer complaints shall be entered, saved 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 him 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 Evaluation

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 Department.
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 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.
 
Constant Improvement
 
Erse Kablo is intended to constantly 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.

  Language
Erse Kablo
CUSTOMER RELATIONS

Customer Complaint & Satisfaction Management Process

Our customer receipt and closure process shall be as follows in line with our ISO 10002 targets:
All complaints shall be treated with the same level of importance attached to them and shall be finalized within such time limits given below:
 
  • Complaint Receipt and Preliminary Inspection : 1 work day
  • Complaint Assessment : 4 work days
  • Complaint Finalization : 1 work day

Customer Feedback Channels
 
Customers may have access to us by means of the following major communication channels:
 
Website : www.ersekablo.com.tr/en-US/complaints--suggestions-form/4059/2957
E-mail    : customerrelations@ersekablo.com.tr 
Phone    : +90 (212) 734 37 00
Fax         : +90 (212) 734 37 01

Erse Kablo has set up and constantly improves the necessary infrastructure for all channels so that complaints may be transmitted and saved within the system.
 
Saving Complaints and Informing Complainant
 
All customer complaints shall be entered, saved 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 him 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 Evaluation

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 Department.
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 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.
 
Constant Improvement
 
Erse Kablo is intended to constantly 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.

  Language
Erse Kablo
CUSTOMER RELATIONS

Customer Complaint & Satisfaction Management Process

Our customer receipt and closure process shall be as follows in line with our ISO 10002 targets:
All complaints shall be treated with the same level of importance attached to them and shall be finalized within such time limits given below:
 
  • Complaint Receipt and Preliminary Inspection : 1 work day
  • Complaint Assessment : 4 work days
  • Complaint Finalization : 1 work day

Customer Feedback Channels
 
Customers may have access to us by means of the following major communication channels:
 
Website : www.ersekablo.com.tr/en-US/complaints--suggestions-form/4059/2957
E-mail    : customerrelations@ersekablo.com.tr 
Phone    : +90 (212) 734 37 00
Fax         : +90 (212) 734 37 01

Erse Kablo has set up and constantly improves the necessary infrastructure for all channels so that complaints may be transmitted and saved within the system.
 
Saving Complaints and Informing Complainant
 
All customer complaints shall be entered, saved 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 him 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 Evaluation

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 Department.
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 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.
 
Constant Improvement
 
Erse Kablo is intended to constantly 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.