P
patriot19472001
Hi Covians,
I'm working in a trading company where we take food products from 37 countries and sell in middle-east. The flow is as under
Manufacturers > Transportation > Our Distributors Warehouses > Transporattion > Markets > Consumers/Shoppers
My new boss has thoughts about our current Customer Complaint Definition that it is wrong. I'm listing down current definition below for Covians to comment/share thoughts
>>> Complaint means any written, electronic, or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a product after it is released for Distribution
1. My boss wanted to include damages in warehouse (regardless of reason storage, manufacturing) in customer complaints
2. He wanted to include damages during transportation in customer complaints.
My point of view was that as these complaints are not from customers so no dissatisfaction happened, no market share/equity affected therefore these will not be counted as customer complaints.
However, these will be recorded and solved on case to case basis.
Any quick Thoughts?
I'm working in a trading company where we take food products from 37 countries and sell in middle-east. The flow is as under
Manufacturers > Transportation > Our Distributors Warehouses > Transporattion > Markets > Consumers/Shoppers
My new boss has thoughts about our current Customer Complaint Definition that it is wrong. I'm listing down current definition below for Covians to comment/share thoughts
>>> Complaint means any written, electronic, or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a product after it is released for Distribution
1. My boss wanted to include damages in warehouse (regardless of reason storage, manufacturing) in customer complaints
2. He wanted to include damages during transportation in customer complaints.
My point of view was that as these complaints are not from customers so no dissatisfaction happened, no market share/equity affected therefore these will not be counted as customer complaints.
However, these will be recorded and solved on case to case basis.
Any quick Thoughts?