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Re: Sample Customer Concerns Database to Share
I know this is an old thread, but we have had similar incidents. I'm positive that everyone here knows the famous words (the customer is always right). We had customers complaining even after containment was in place and corrective action functioning effectively on our end. We knew everything on our end was per customers instructions and specifications. Quality department basically walked the next three shipments through our processes (including packaging and loading of the truck) and brought one of our famous tools with us at each stage in the process to take digital pictures. We didn't stop there. We also had our driver take digital pictures at arrival. Needless to say, visual aids come in handy at all stages of a process. Another thing you could add to the process is for the receiver and driver sign and date that all product and material was received. Thank-you!
I know this is an old thread, but we have had similar incidents. I'm positive that everyone here knows the famous words (the customer is always right). We had customers complaining even after containment was in place and corrective action functioning effectively on our end. We knew everything on our end was per customers instructions and specifications. Quality department basically walked the next three shipments through our processes (including packaging and loading of the truck) and brought one of our famous tools with us at each stage in the process to take digital pictures. We didn't stop there. We also had our driver take digital pictures at arrival. Needless to say, visual aids come in handy at all stages of a process. Another thing you could add to the process is for the receiver and driver sign and date that all product and material was received. Thank-you!