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Customer Complaint Handling Procedure

1) The customer complaint handling procedure involves understanding the customer's actual complaint, collecting relevant photos or samples, and registering a summary of the complaint. 2) It then communicates the issue to the customer with justification if it is not related to the company, or generates a quality alert and analyzes inspection methods if it is related. 3) Finally, it organizes a meeting to detail a corrective and preventive action plan within 24 hours to respond to the customer, implements the plan, and submits a corrected lot.

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Rohit Attri
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2K views

Customer Complaint Handling Procedure

1) The customer complaint handling procedure involves understanding the customer's actual complaint, collecting relevant photos or samples, and registering a summary of the complaint. 2) It then communicates the issue to the customer with justification if it is not related to the company, or generates a quality alert and analyzes inspection methods if it is related. 3) Finally, it organizes a meeting to detail a corrective and preventive action plan within 24 hours to respond to the customer, implements the plan, and submits a corrected lot.

Uploaded by

Rohit Attri
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CUSTOMER COMPLAINT HANDLING

PROCEDURE

Start

Visit to customer……
Customer Complaint Understand actual
Customer Complaint
complaint phenomenon,
Concern Summary Register
collect
photographs/sample

Communicate to NO Problem related


customer with
justification & close to VPPL

YES

Plan for containment Generate & display of


Analyze/Revisit
action & given quality alert at
existing inspection
emergency response appropriate location i.e.
method & controls. If
feedback/containment manufacturing,
inadequate change
action to customer inspection

Respond to customer
Organize CFT meeting
Change inspection with detail time bound
& detail out CAPA
controls action plan in customer
within 24hrs
prescribed standard

YES

Implement the
NO corrective & preventive
End If complaint repeat action planned &
submit corrected lot to
customer

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