It is the sum of all strategies developed to manage the customer and customer relations.

It is a system created to maximize customer satisfaction.

It is a management approach that enables the organization to establish and develop long-term relationships with its potential and existing customers.

 

SARI YILDIZ - CUSTOMER SATISFACTION MANAGEMENT BENEFITS

Ers If you please the customer, it will save you money and in case of continuity, my earnings will be continuous. ”

It is at least four times more costly for an organization to retain an existing customer than to acquire new customers. Organizations that lose customers need great effort and cost to compensate for these losses and regain their reputation. In order not to be exposed to these situations, we need to manage our system with preventive approach, which is the common approach of each management system.

  • To show that you care about the customer,
  • To show that your customer complaints management system is implemented at higher levels compared to competitors,
  • Because it creates a perfect customer relationship management showcase,
  • To improve the awareness and attention of employees in customer complaints management,
  • Provides guidance on how to behave in case of customer complaints.
  • It guides organizations to whether we should yeterli apologize asında after an event with the customer or plan for a larger activity, including compensation to compensate.
  • It ensures that the problems with the customer are handled in the most fair way.
  • It provides lessons from complaints to identify areas that are open to improvement.

 

SARI YILDIZ - CUSTOMER SATISFACTION MANAGEMENT CONTENT

Introduction to 0

1 General

2 Cited standards and / or documents

3 Terms and recipes

3.1 Complainant

3.2 Complaint

3.3 Customer

4 Guiding principles

4.1 General

4.2 Visibility

4.3 Accessibility

4.4 Responsiveness

4,5 Objectivity

4.6 Fees

4.7 Privacy

4.8 Customer-oriented Approach

4.9 Accountability

4.10 Continuous improvement

5 Complaints handling framework

5.1 Contracting

5.2 Politics

5.3 Responsibility and Group President

6 Planning and Design

6.1 General

6.2 Goals

6.3 Activities

6.4 Resources

Running the 7 complaints handling process

7.1 Communication

7,2 Receiving a complaint

7.3 Complaint Tracking

7,4 Notification of receipt of complaint

7.5 Type of complaint evaluation

7,6 Investigation of complaints

7.7 Full Response to Complaints

7,8 Notification of the decision

7,9 Complaint closure

8 Maintenance or improvement

8.1 Collection of information

8.2 Complaints and evaluation of complaints

8.3 Satisfaction with the process of handling grievances

8.4 Complaint handling monitoring

8.5 Complaints handling process

8.6 Management review of complaints handling

8.7 Continuous improvement

 

SARI YILDIZ - WHO CAN TAKE CUSTOMER SATISFACTION MANAGEMENT

Can be taken by all public or private organizations.

 

SARI YILDIZ - HOW TO BUY CUSTOMER SATISFACTION MANAGEMENT

The certification of the companies that have established and implemented the Management System can be realized after the following stages:

1. OFFER STAGE: The companies who want to be certified as having established the system first get price quotation from the certification firms. Certification firms determine their prices according to the number of personnel working in the firm to be certified and the design conditions within the scope of the firm. Since the size of the company requires more days for inspection, etc., the number of employees should be known as a priority in performing all the processes of the audit. If the price offer is accepted, the firm to be certified shall apply.

2. PROCEEDINGS PHASE: The enterprise wishing to be certified makes the application by filling out the application form correctly and completely and preparing the Management System documents and other required additional documents during the application.

3. AUDIT STAGE: Company audit is performed on the planned date. The audit begins with the opening meeting. Then, in accordance with the audit program, relevant departments are visited on site and documents and applications of system requirements are examined by the auditors. After the audits of all systems and departments, the auditors evaluate the findings, if any, and make a positive or negative recommendation for the certification. This decision is also communicated to the company through the closing meeting. If the decision of the audit team becomes negative, the related nonconformities are requested to be corrected. If the decision of the audit team is positive or after the nonconformities have been confirmed and confirmed by the certification body (corrections made during the follow-up audit or examination, the corrections are delivered to the certification body and the verification of the correctness), our internal procedure starts to operate.

6. CONTRACT STAGE: In case the reports are reviewed and approved by the relevant committee, certificates are prepared and a Certification Agreement is made with the company and the relevant system certificate is submitted to the company. The documents and the contract are valid for three years and during this period, the Supervision Audit is conducted at least 1 times per year and the continuity of the system conditions is followed. Based on the results of this examination and the terms of the contract, these studies are continued.

7. CERTIFICATE RENEWAL PHASE: One or two months before the certificate expires, the certificate owner company makes an application and requests the extension of the certificate. In this case, the certificate is audited and the validity period of the certificate continues with the first interim audit, if the 2nd interim audit is completed, it continues for three (3) years (returns to the re-certification process).