AM PM Coffee Customer Complaints and Suggestions Policy
introduction:
At AM PM Coffee, we place great importance on the opinions and feedback of our customers. We believe that listening to and meeting our customers’ concerns and expectations is the foundation of our continued success. Therefore, we have put in place this policy to ensure that customer complaints and suggestions are handled effectively and efficiently.
the goal:
This policy aims to achieve the following:
Providing a unified and transparent mechanism for dealing with customer complaints and suggestions.
Ensure a prompt and effective response to customer complaints and handle them in a professional and friendly manner.
Use customer feedback to identify areas for improvement and enhance the quality of services provided.
Enhance customer trust and loyalty by demonstrating our commitment to meeting their needs and concerns.
Scope of application:
This policy applies to all customer complaints and suggestions relating to AM PM Coffee's services and performance including products, services, staff and facilities.
Procedures for dealing with complaints and suggestions:
Reporting Channels: Customers can submit complaints and suggestions through several channels such as the website, email, phone, or the in-store feedback form.
Receiving the complaint/suggestion: All details related to the complaint or suggestion will be recorded including the customer’s name, contact details and a detailed description of the problem.
Investigation and Response: Quality teams will investigate the complaint and respond to the customer within 48 business hours. Immediate corrective actions will be taken if necessary.
Complaint follow-up: The complaint will be followed up until it is fully resolved and customer satisfaction is ensured.
Analysis and Improvement: All complaints and suggestions will be analyzed regularly to identify trends and patterns and implement appropriate improvement actions.
Responsibilities and roles:
Quality Teams: Responsible for receiving, recording, investigating and responding to complaints and suggestions.
Senior Management: Responsible for reviewing results and approving corrective actions.
All employees: Responsible for directing customers to the appropriate reporting channels and providing necessary support.
Review and update the policy:
This policy will be reviewed periodically and updated as necessary to ensure it remains effective and appropriate.
Communication channels for complaints:
Online Store: Questions and Reviews
Email: [email protected]
Mobile: 0558669161
