CUSTOMER SERVICE AND QUALITY CONTROL
PLEASE REFER TO OCEAN MECHANICAL INC.’S CODE OF CONDUCT POLICY ATTACHED WHICH WILL CONSTITUTE AS PART OF BUT NOT LIMITED TO OUR COMPANY’S CUSTOMER SERVICE AND QUALITY CONTROL PROTOCOL. SOME OVERLAPPING OF PROCEDURES EXISTS WITH THE DELIVERY OF SERVICE OUTLINE AND CUSTOMER SERVICE AND QUALITY CONTROL.
- Accept all incoming phone calls and provide assistance to the caller for all issues related to service, contract inquiries, product inquiries, upgrades, pre-qualified commercial service, program inquiries, maintenance contracts; pricing and price comparisons, etc, or direct as needed in a professional and timely manner.
- Assist with basic troubleshooting when customers have questions or are experiencing problems with the products/services;
- Develop intimate knowledge of our products and services offered;
- Provide follow-up on post-services; post-installation customer satisfaction;
- Co-ordinate with Dispatch Office customer requests for maintenance, service and warranty calls;
- Schedule service appointments with customer and log in database;
- Prepare and forward correspondence detailing product and purchase alternatives to current and prospective customers;
- Direct calls received from customers to appropriate personnel;
- Reply to or forward, as necessary, all email correspondence;
- Schedule appointments for all service and maintenance contracts.
COMPLAINT HANDLING POLICY:
- This Policy applies to all employees, officers, directors and representatives of the firm;
- The control objective is to minimize damage to our reputation and to reduce the risk of litigation by handling complaints from our customers or prospects in a timely, effective and consistent manner;
- A complaint shall be deemed to mean any written statement of a client or any person acting on behalf of a client alleging a grievance involving the conduct, business or affairs of the firm or any employee, representative, officer, director or advisor of the firm;
- Although the definition of “complaint” refers to only written complaints, there may be instances where the firm receives a verbal complaint from a client which will warrant the same treatment as a written complaint.
- A complaint should include at least one of the three following elements:
- Complaint about the firm;
- Potential damages or damages suffered by the client; or
- Request of corrective measures.
- The complaint is logged in order to track key elements of the complaint process and category in order to identify