efficient customer support
icase managers handle customer complaints (whether oral, e-mail, or a formal report) by acknowledging receipt of a complaint within one (1) business day. for formal customer complaints to be processed, the customer complaint, upon registration on the quality issue tracking system (qits), is submitted to the responsible case manager and prioritized with expedited handling. if the customer has a special system or requirements, the complaint can be recorded on the customer's system or processed at its request.
following receipt of a complaint, case managers mobilize related personnel to identify the cause through analysis, determine corrective and preventive measures, implement improvement measures, and provide improvement results. if a complaint is related to work in progress or shipped products, immediate containment measures are implemented to minimize any adverse impact within four (4) hours.
case managers follow up with customer complaints in a timely manner. upon request and wherever appropriate, initial analysis results and detailed plans to resolve the issue are provided to the customer. once improvement measures are completed, case managers confirm the improvement measures and standardization status. this confirmation is issued within five (5) business days.
case managers will timely confirm improvement results, and confirmation will be issued within four (4) weeks. by customer special request, or in the event of unusual complaints, complaint handling will be subject to special requirements.
once improvement measures and results are confirmed, case managers will send measures and results to the customer for approval. results will be recorded in the customer’s file and the complaint case will be closed after customer approval. in the event that a customer disapproves of suggested improvement measures and/or results, case managers will re-register the customer complaint under the qits as a new customer complaint.