Dear All,
Last week during Stage 1 Audit, auditor asked for Customer Complaint report for past 2years.
We are taking all the
1.calls (Except technical clarification) or
2.problems reported by customer about the break down of equipment or
3.errors or disrupt to the operation of equipment as customer complaint irrespective of Warrenty period.
Is this procedure correct? What is the industry followed procedure for Classifying Customer Complaints? How do you classify Complaint verses Service Call?
His version of suggestion is to log call reported during warrenty period as complaints and remaining as service calls.
Please advice ,
Regards,
Valli
Last week during Stage 1 Audit, auditor asked for Customer Complaint report for past 2years.
We are taking all the
1.calls (Except technical clarification) or
2.problems reported by customer about the break down of equipment or
3.errors or disrupt to the operation of equipment as customer complaint irrespective of Warrenty period.
Is this procedure correct? What is the industry followed procedure for Classifying Customer Complaints? How do you classify Complaint verses Service Call?
His version of suggestion is to log call reported during warrenty period as complaints and remaining as service calls.
Please advice ,
Regards,
Valli