IMPLEMENTATION STEPS
Step 1. Receive complaints
- Receiving complaints at Taky Food branchs, receiving through channels: telephone support / customer care 19006108, documents, emails, support ... If the customer directly complaints at the branch, the department in charge of receiving complaints.
Step 2. Analyze complaints
- For complaints in person or by phone that have sufficient information, it can be solved immediately: Customer care department will immediately answer to customer on request;
- For complaints that are not sufficient or cannot be resolved immediately, do: Report to the customer and ask for information to exchange and work (employee information, email, phone, or documents). from customer if any)
Check working logs and related information, coordinate related departments to find out the cause and track, and work with customers to get more complaint information to coordinate with other departments.
If the complaint is not related to the receiving department, then transfer the complaint to the relevant department to resolve the complaint. At the same time customer feedback within 24 hours. If additional errors arise, coordinate customer monitoring for handling.
Step 3. Determine the cause of arising and resolving complaints
- Complaint handling unit coordinates with other related departments to identify the cause of complaints;
- The top-level proposal proposed a solution.
Step 4. Answer / resolve customer complaints
- Answer directly, via email, or support channel.
- Give a written response to the complainant about the outcome of the complaint. In case the complaint is resolved immediately when the service user comes directly to the complaint and reaches an agreement between the two parties, the responsible department does not need to issue a complaint receipt, but must record the result. solve and save on file.
- Send the relevant parts to resolve the problem that arises a complaint (if the cause is the fault of the service provider).
Step 5. Complaint
- Save information; Summarizing, drawing experience.
Limit time to solve complaints: Within 20 working days after receiving complaint.
ADJUSTMENT OF CLAIMS PROCESS
