dealing with customer-2

8/13/2019 Dealing With Customer-2

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In case modification suggested by or to the

customer at the time of designing a product .

Response to telephone calls

Meetings called by customers

Communication of target dates to the customer


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Negation of any suggestion or proposal of

the customer

Quality issues from customer or our

representatives Corrective actions to customers

Commitment of any tool modification


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Extension of target dates with customers

Sudden drop in schedule

Sudden increase in schedule

Any pre-ponement of target date


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PRECAUTIONS TO BE TAKEN

A short mail to be sent to all concernedincluding marketing so that it acts as

information sharing as well asdocumentation for future reference.

Any mail to customer should be checkedby the HOD. Copies to be marked toconcerned CFT including marketing

Back


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Should be responded immediately within24 hours. In case marketing or any

member of the CFT is not in loop, copy tobe marked to them as information of theincoming mail.

Should be discussed with marketing priorto any commitment being given to

customer.


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we should internally discuss such issuesinstead of asking the customer to talk tomarketing as such issues are not dealt by

the respective agency. It is after this thatmarketing would step in gradually so thatthe customer does not feel agitated.


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We should never ask the customer to discuss aparticular issue with some other agency when

the question is posed to us. Instead we shouldpolitely ask time from him to revert back andinternally organise with the concerned agency torespond to the customer after duly introducing

him to the customer. it would not beappropriate asking the customer to discuss withanother agency since the particular issue isbeing dealt by some other agency. the customermay be knowing the agency and may find itinconvenient locating and explaining the issue tothe new person.


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Marketing to be taken in the loop immediatelyto decide whether the material shall be sent on

free of cost of on chargeable basis.

CFT including marketing to be taken in loop on

any change other than what was considered atthe time of making the BOM for quote to thecustomer. This should be followed whetherthere is any financial implication or not. There is

a possibility of marketing obtaining someadditional cost even for modifications which donot attract additional cost.


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All calls from the customer has to be

attended whether on a working day or aholiday. We may politely tell thecustomer that we shall be able to respondthe next day in case of a holiday. There

are occasions wherein calls fromcustomers are not responded.


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Any date given by the customer for anymeeting should not be changed primafacie. If the same requires to be changeddue to pre occupancy, CFT including

marketing should be taken in the loop andthen a joint request be made to thecustomer to change the date.


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Any communication of target dates to thecustomer should be in concurrence withthe CFT including marketing department

only. This should be done in concurrence with

the CFT including marketing department

only


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100% should be shared with the CFT

including marketing department

CFT including marketing departmentshould be in the loop

To be given only after discussing with

CFT including marketing. Marketing to be kept informed

immediately for action with customer


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Marketing to be consulted prior tonegating to the customer if required.

Should be discussed with CFT includingmarketing and then agreed or negated tothe customer.

To be given only after discussing withCFT including marketing.


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dealing with customer-2

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