Procesing of the Customer Complaints

Fırat Plastik Kauçuk San. Ve Tic. A.Ş Customer Services Department has been established with the purposes to increase customer satisfaction and loyalty, assuring or getting assured of a continuous improvement of our products and services by the established customer. The suggestion or complaint process starts by obtaining the customer information with discretion, transparency, and easy access principles and ends up with the satisfaction of our customers.

To briefly define or process;

The complaints are obtained through our web site, over the phone, fax and e-mails, or in person.
As soon as the complaint is being received, our customer representative send a confirmation of the receipt of the complaint via phone or message.
By making the first evaluation of the complaint the issue is being forwarded to the related expert.
Our expert conducts an investigation about the reasons of complaint before getting in contact with the customer.
By getting in touch with the customer, our expert presents the implementations, which would solve the problem and agrees with our customer and starts the implementation to solve the problem.
After the problem is being solved, he contacts the customer to check whether the dissatisfaction has been cured.
If the problem is solved, he closes the complaint, if not he restarts the process until the customer satisfaction is assured.
Although the complaint would be closed by taking the approval from the customer, 25% of the total number of customers, who have posted a complaint, are being called on a monthly basis and their level of satisfaction is being measured by our customer representative.
In case the customer would have any complaint during the process of complaint, about the personel, dealing with the situation, a proceedings is being kept about our personel and the issue is placed under inspection.
Through our toll free line, all of the communications with our customers are being recorded.