Complaint handling process

Help customers and employees handle problems in the most obvious way

A. Purpose and scope of application

1. Purpose

• Determine the cause, satisfactorily resolve customer inquiries and complaints.

2. Scope of application

• Applied at all stores of Hesman Vietnam Joint Stock Company.

B. Definitions and Acronyms

1. Definition

Shop Manager (ASM/RSM)

• Receive customer complaints.
• Handling customer complaints within the scope of responsibility and handling authority.
• Refer complaints to Guest Care for decision if the complaints are not within the management's control.

Customer Service

• Convince customers, advise and explain to customers arising complaints.
• Make final decisions to resolve customer complaints.

Public Relation

• Responsible for handling and handling information that negatively affects the company on the mass media.
• Acting as the representative point of the company to speak and work with media agencies and radio stations for information about the company.
  
  

2. Explanation of acronyms

COMPLAINTS SETTLEMENT PROCESS

CLIENT

CSKH: Customer service

KH: Customer

KN: Complaints

NV: Staff

SP: Product

C. General parameters

(List of general parameters)

D. Process

1. Customer complaint settlement process

1. Flowchart

2. Implementation steps

D. Detailed Instructions/Regulations

1. Conditions for handling customer complaints at the shop
   
   • SP is in normal use, no defects or damage, customers want to change to another model
   • With purchase invoice, product box, accessories, promotional gift, warranty card, manual
   • SP is full of genuine warranty accessories
   • Full PK included (if you lose the PK, the customer will have to pay an extra fee to buy the PK)
   • Refund of KM goods (if any, if lost, deduct fees depending on each case)
2. Process customer service immediately at the store
   
   • In case the customer still buys a product that is still within the product exchange deadline according to the regulations_return product, the product is defective by the manufacturer, the Manager will immediately exchange the product for the customer.
   • In case the customer still buys expired products, change the product according to the regulations.
   • In case the customer complains about the employee's attitude, the shop manager on behalf of the employee violates to find out the cause and solve it in order to make the customer satisfied.
3. Customer Service makes a decision on the final solution to the customer's problem and the shop manager
   
   • All cases NO complaints, Management refer to the product exchange policy to solve for customers
   • In case the customer still buys a product that is still within the product exchange deadline according to the regulations, the technician cannot determine the error, the manager sends information to the customer service staff to confirm the date of the product entering the store. Customer makes and delivers "Defective product appraisal request form" attached with defective product to Technical, Technical transfer to the warranty department to check the fault within the specified time from the date of creating warranty card of both ends. Hanoi and Ho Chi Minh City. After the appraisal is complete, if the product is faulty, the Manager will exchange the same product for the customer; if the product is not defective, the manager returns the product to the customer along with the "request form for error assessment".
   • In case the customer still buys a product that is still within the product exchange deadline according to the product exchange regulations, the customer complains due to the error of the consultant or due to updated information on the web, the manager convinces the customer. If the resolution is not successful, the Manager transfers the information to the Customer Service staff, the Customer Service staff convinces the customer. If the customer does not agree, the customer service staff makes the final decision. Note: Expenses incurred for sales will be deducted from the consultant (if there is an error in consulting), or in the product line (if the website information is incorrect)
   • In case the customer still buys expired products to exchange products according to the regulations_return products, defective products, customers agree to carry the warranty. Manage settlement according to Procedure_Warranty.
   • In case the customer still buys expired products, exchange products according to regulations_exchange products, products with warranty for more than 2 times are still unusable, the manager transfers the information to the customer service staff, the customer service staff is responsible for handling and doing Work with the company to solve the problem.
   • In case the customer complains about the employee's attitude, the manager cannot handle it. If the customer does not agree to transfer to the customer service to resolve the customer complaint. Violating employees will apply according to the company's regulatory framework.

F. Profile

(List of records received during the process, responsible person, retention period, importance of records)