Components Of Work Relationship With Customers
| Performance Indicators | Maintenance And Improvement Activity | Code Planning , Design , Development And Implementation Activity | Supporting Information | Other Code Provisions | Limitations On The Promise , Communicated To The Customer | Promise | Row |
|---|---|---|---|---|---|---|---|
| Percentage of sales slips issued out of the time | Carrying out internal audits, reviewing the outputs of sales committee meetings and issuing corrective action | Applied the opinions of sales staff and provide the necessary guidance to the customer | Special telephone number for customers to communicate with the company to complete the documents and provide the necessary instructions to register a complaint and follow up on receiving compensation by the customer | Flowchart of complaint procedures | In case of incomplete purchase documents by the customer , the mentioned period will be calculated from the time of completion of the documents. | If more time elapses from the date of receipt of purchase documents to the issuance of the sales slip (maximum one working day) and from the date of issuance of the sales slip to its final approval (maximum 2 working days), according to the sales committee policies and after the meeting If it is recognized as compensation, the damage will be compensated. | 1 |
| Number of reports received regarding customer load discrepancies | Carrying out internal audits, reviewing the results of sales committee meetings and issuing corrective action | Applied the opinions of sales staff and provide the necessary guidance to the customer | Special telephone number for customers to communicate with the company to provide the necessary instructions to send documents related to the different between the amount of cargo and how to receive compensation by the customer | Flowchart of complaint procedures | If the omission has been made by persons other than the company’s personnel, the compensation can be pursued after filing a lawsuit in the competent forums. | If the weight of the cargo, including the number of bag , the weight of the bag or the weight of the bulk cargo is less than the amount requested by the customer for any reason, after the plan in the meeting of the sales committee, if determined, necessary measures will be taken to compensate. | 2 |
| Number of reports received from bag rupture | Carrying out the necessary scrutiny on the quality of cement bags and periodic monitoring on how to load | Applied the opinions of sales staff and provide the necessary guidance to the customer | Special telephone number for customers to communicate with the company to provide the necessary instructions for sending documents related to the number of torn bags and how to receive compensation by the customer | Flowchart of complaint procedures | If the number of torn bags is not reasonable in terms of custom, the issue can be raised at a meeting of the sales committee. | If, according to the customer’s report, the bags are torn at the time of loading, or due to the low quality of the bags, the number of torn bags is more than normal, after the meeting of the sales committee, the method of compensation will be determined. | 3 |
| Number of complaints received about product quality | Performing various tests in different ways in order to prevent quality problems | Applied the opinions of sales staff and provide the necessary guidance to the customer | Special telephone number for customers to communicate with the company to provide the necessary instructions to send documents related to the lack of product quality and how to receive compensation by the customer | National Standard of Iran | If the duration and storage conditions of the delivered cement are admitted and have been approved by the standard partner laboratories, the subject can be proposed in the meeting of the sales committee. | If the quality of cement delivered to the customer does not meet the required standards and the defined indicators related to physical and chemical tests are rejected by the trusted laboratories of the National Organization for Standardization, after planning in the sales committee meeting and re-testing on samples The archive related to the same date, if the lack of quality is confirmed, will be deliver the same amount of quality cement to the customer and the sales committee decides on the compensation method. | 4 |
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The number of complaints received about the behavior of the personnel
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Receiving feedback from customers and trying to fix deviations
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Holding training courses on how to communicate with customers and respect them
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The phone number of communication with customers to follow up on the matter in order to receive information about the inappropriate behavior of the personnel and how the customer is satisfied
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Flowchart of complaint handling procedures
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If the staff fails to treat the client, the matter will be raised in the meeting of the sales committee.
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If good behavior is not done in dealing with the client and the way of providing the service is not clear and documented and there is not enough information about the services that can be provided, which somehow leads to the violation of the client’s rights and causes the client’s dissatisfaction, the issue will be resolved. Customer satisfaction is continued by the sales department.. | 5 |
Complaints related to the product can be made through communication channels such as telephone, internet, in writing or in person.
Phone number: 02645383248
Email: sale@abyekcement.com
Website: www.abyekcement.com
Address: Alborz Province, Nazarabad, Abyek Cement Company
In case of failure to obtain the desired result of the parties, the matter will be resolved after referring to Fars and Khuzestan Holding, through the competent authority (appointed arbitrator of the holding) until the final assignment is determined.
CDGI 004 – Rev 07