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Process Overview

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

1. Receive & classify  


Ensure that all potential issues are captured by the organisation, and classified for escalation, review and action as required.

2 . Acknowledge  


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.

3. Investigate  


Follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.

4. Resolve & Confirm


Ensure that the final resolution is clear and fair. Also confirm the proposed action and resolution with another Management senior personnel.

5. Respond to Customer  


Provide the customer with the resolution within the timescales promised.

 6 .  Follow up  


Ensure that complaints are followed up to confirm that customers are satisfied with the response given.


Ensure that the organization as a whole is aware of complaints and any underlying issues. Plan actions to remove these and prevent future reoccurrence.

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