The following key steps must be followed for all customer complaints received by EPAQ NIGERIA LTD customer care staff:
The requirements for each of these steps are detailed below
Ensure that all potential issues are captured by the organisation, and classified for escalation, review and action as required.
Any complaint, issue or negative customer interaction (whether this is formally logged by the customer or not), must be logged and classified for action.
All complaints must be prioritised as follows:
Priority 1 – urgent, potential high business impact. They require a response to the customer within 3 working days.
This should be used (sparingly) for major issues where the customer may be either an international customer, or any customer who is considering moving their business from EPAQ NIGERIA LTD
Also this could be used in a situation where the customer may be in a position to influence or make public statements that would impact upon the EPAQ NIGERIA LTD brand or reputation.
Priority 2, – non-urgent, lower business impact. This requires a response to the customer within 2 working weeks.
This should be used for most complaints with individual customers, as this allows a reasonable time to collect information and produce a balanced response.
Discretion and flexibility should be exercised in prioritising all complaints
The staff member logging the complaint should review the complaint and its priority with the Office Manager before proceeding to the next step.
Office Managers will decide on the appropriate person(s) to carry out subsequent steps, including the investigation.
All Priority 1 complaints must be escalated immediately to the Office and/or Operations Manager.
Ensure that every complaint receives a formal written acknowledgement, containing an expectation of when they will receive a response, and the person dealing with it.
All complaints, regardless of priority, should receive an acknowledgement sent out via our official email ( firstname.lastname@example.org) on the day of receipt.
Follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.
The priority of the complaint will drive the timescale for completion (3 days for urgent or 2 weeks for non-urgent).
All areas of interaction and communication should be established (who, what, where, when, why etc) and documented where possible.
Ensure that the final resolution is clear and fair. Also confirm the proposed action and resolution with another Management senior personnel.
Ensure that the proposed resolution meets corporate guidelines and does not prejudice EPAQ NIGERIA LTD in any unnecessary legal or financial manner.
Document the proposed action and discuss and agree with Office and/or Operations Manager.
Discuss and review the solution form both the corporate and customer viewpoint to ensure fairness and clarity.
The review should include recognition and documentation of any underlying issues that have contributed to the complaint and recommendations for actions to prevent further occurrence.
This should then be reviewed as part of the bi-monthly customer resolution process committee
Provide the customer with the resolution within the timescales promised.
The details of the findings and proposed resolution should be clearly explained (in written or verbal form as appropriate) to the customer- within the agreed timescales.
If this cannot be done on time the customer should be contacted by telephone to request further time as well as a follow up email.
Ensure that complaints are followed up to confirm that customers are satisfied with the response given.
All Priority 1 complaints and 95% of priority 2 complaints must be followed up within a reasonable timescale.
This will be carried out by the Customer Relations team.
The follow up should identify the following
Is the customer satisfied with the response?
Did they feel that their complaint was properly and fairly handled?
Any negative responses to these questions should be referred to Operations Managers for action and direct follow up with customers.
Ensure that the organization as a whole is aware of complaints and any underlying issues. Plan actions to remove these and prevent future reoccurrence.
All complaints should be reviewed par quarter as part of the EPAQ NIGERIA LTD EIP review meetings. Any complaints where action can be taken to avoid reoccurrences must be acted upon and raised with the appropriate managers/teams across the organization.