customer service

Issued by Date of Release Version Page Prozess purpose and target: Rapid and competent handling of technical customer inquiries and technical complaints Schnittstellen Überwachung/Kennz

Issued by Date of Release Version Page

Prozess purpose and

target:

Rapid and competent handling of technical customer inquiries and technical complaints

Schnittstellen

Überwachung/Kennzahlen

Environment

Issued by Date of Release Version Page

Mmonitoring/characteristic numbers

Issued by Date of Release Version Page

Request + first answer

Responsibility Documents

Filing of complaint

Find cause

Finalize the complaint

Type of question

Complaint

Kundendienst Verkauf

Kundendienst

Sales reps

Sales reps

Sales reps

Sales reps Complaint handling

Sales report Technical consulting

Customer

Customer S11.02

S11.02

Complaint handling Sales report

Complaint

Return goods

Eleminate cause Complaint handling Internal failure

Issued by Date of Release Version Page

Receipt

At least following data are to be determined by the customer:

Customer, partner, article, load (so far possible), detailed inquiry

Accommodation of the complaint

Apart from the input into the data base also the immediate measures stated in the form are to be initiated so far necessarily and meaningfully

Cause determination

To serve cause determination:

- check of the quality recordings

- check of the stocks commodity (product audit)

- of attempts locally and in the house

- other activities

Over the cause of the complaint the customer is to be informed in writing or verbally Cause recovery

Smaller correction and preventive measures are discussed directly with the departments and processes concerned and over the complaint handling documented

Larger correction and preventive measures become in accordance with M07 - improvement handled

Termination of the complaint

For the termination of the complaint must be processed the possible rear wall AR A possible credit note by addition costs is to be determined in co-operation with the sales, whereby the sales must lead the negotiations

Afterwards the complaint with the final creation of the complaint handling can be locked

The entire statistical allocation of the complaint data and credit notes is made by the credit note code (M10.01)

Applicable documents

Tiger cockpit

M07 – Improvement

M10.01 - credit note

code EDV