Difference between revisions of "Customer Service:Customer Complaint"
Jump to navigation
Jump to search
m |
m |
||
| Line 1: | Line 1: | ||
==Overview== |
==Overview== |
||
| − | As part of Health Canada's requirement and Medical Device regulations we must identify complaints which are due to the product being faulty and we may have to share this information with the vendor. We will identify these complaints through the Hotline system. |
+ | As part of '''Health Canada's requirement''' and '''Medical Device regulations''' we must identify complaints which are due to the product being '''faulty''' and we may have to share this information with the vendor. We will identify these complaints through the Hotline system. |
==Customer Complaints== |
==Customer Complaints== |
||
| − | *A complaint which is due to a missing item or if maintenance is required does not qualify |
+ | *A complaint which is due to a '''missing''' item or if maintenance is required does not qualify |
| − | *A complaint which is due to a faulty item as a result of poor design, manufacturing defect or poses a risk to the user does qualify |
+ | *A complaint which is due to a '''faulty''' item as a result of poor design, manufacturing defect or poses a risk to the user does qualify |
*A complaint due to an adverse reaction to the customer does qualify |
*A complaint due to an adverse reaction to the customer does qualify |
||
==Hotline== |
==Hotline== |
||
| − | 1. When creating |
+ | 1. When creating a '''Hotline''' for Customer Complaints, please use the following problem and resolution codes and forward Hotline to the appropriately person: |
| − | *MDC (Medical Device Complaint)/CMPROD (Complaint: Product) - forward Hotline to ELIZAS (Eliza Storrie) |
+ | *'''MDC''' (Medical Device Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''ELIZAS''' (Eliza Storrie) |
| − | *OPC (OTC Product Complaint)/CMPROD (Complaint: Product) - forward Hotline to JOHNT (John Targett) |
+ | *'''OPC''' (OTC Product Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''JOHNT''' (John Targett) |
| − | *PPC (Pharmaceutical Product Complaint)/CMPROD (Complaint: Product) - forward Hotline to JOHNT (John Targett) |
+ | *'''PPC''' (Pharmaceutical Product Complaint)/'''CMPROD''' (Complaint: Product) - forward Hotline to '''JOHNT''' (John Targett) |
| − | 2. When the Buyer receives the Hotline, the Buyer will make a decision on whether to have the item returned or not require a return: |
+ | 2. When the '''Buyer''' receives the '''Hotline''', the '''Buyer''' will make a '''decision''' on whether to have the item '''returned''' or '''not require a return''': |
| − | *If the item is a walking boot/air cast, the Buyer will direct the customer not to return the item but take a photo of the item. The Hotline and the photo is forwarded to Returns to issue credit to store and |
+ | *If the item is a '''walking boot/air cast''', the '''Buyer''' will direct the customer not to return the item but take a '''photo''' of the item. The '''Hotline''' and the '''photo''' is forwarded to '''Returns''' to issue '''credit''' to store and the '''photo''' and '''debit note''' is forwarded the '''vendor''' for credit. |
| − | *If the item is not above, the Hotline is return to Customer Service. |
+ | *If the item is not above, the '''Hotline''' is return to '''Customer Service'''. |
| − | 3. Customer Service will process the Hotline depending on the decision: |
+ | 3. '''Customer Service''' will process the '''Hotline''' depending on the decision: |
| − | *If the item is to be returned but the customer is out-of-town, a pick-up will be arranged and Hotline will be forwarded to Returns. |
+ | *If the item is to be '''returned''' but the customer is '''out-of-town''', a '''pick-up''' will be arranged and '''Hotline''' will be forwarded to '''Returns'''. |
| − | *If the item is not to be returned , Customer Service will issue a credit. |
+ | *If the item is '''not''' to be '''returned''' , '''Customer Service''' will issue a '''credit'''. |
[[Category:Customer Complaint]] |
[[Category:Customer Complaint]] |
||
Revision as of 14:53, 28 April 2017
Overview
As part of Health Canada's requirement and Medical Device regulations we must identify complaints which are due to the product being faulty and we may have to share this information with the vendor. We will identify these complaints through the Hotline system.
Customer Complaints
- A complaint which is due to a missing item or if maintenance is required does not qualify
- A complaint which is due to a faulty item as a result of poor design, manufacturing defect or poses a risk to the user does qualify
- A complaint due to an adverse reaction to the customer does qualify
Hotline
1. When creating a Hotline for Customer Complaints, please use the following problem and resolution codes and forward Hotline to the appropriately person:
- MDC (Medical Device Complaint)/CMPROD (Complaint: Product) - forward Hotline to ELIZAS (Eliza Storrie)
- OPC (OTC Product Complaint)/CMPROD (Complaint: Product) - forward Hotline to JOHNT (John Targett)
- PPC (Pharmaceutical Product Complaint)/CMPROD (Complaint: Product) - forward Hotline to JOHNT (John Targett)
2. When the Buyer receives the Hotline, the Buyer will make a decision on whether to have the item returned or not require a return:
- If the item is a walking boot/air cast, the Buyer will direct the customer not to return the item but take a photo of the item. The Hotline and the photo is forwarded to Returns to issue credit to store and the photo and debit note is forwarded the vendor for credit.
- If the item is not above, the Hotline is return to Customer Service.
3. Customer Service will process the Hotline depending on the decision:
- If the item is to be returned but the customer is out-of-town, a pick-up will be arranged and Hotline will be forwarded to Returns.
- If the item is not to be returned , Customer Service will issue a credit.