EXPO ACCESSORIES LIMITED.
Holding#1/1, Block#B, Ward#21, Biprobarta, Gazipur-1700
ISO 9001:2015 Expo Accessories Limited Document No: EXDOC-QA-86
Revision:00 Document Title: Customer Complaint Handling Guideline
Revision Date:00 Issue Date: 01.01.2025 Page 1 of 3
Customer Complaint Handling Guideline
Purpose:
This standard operating procedure (SOP) outlines the process for handling customer
complaints received through various channels. It aims to ensure efficient and consistent
resolution of customer concerns, enhance customer satisfaction, and identify
opportunities for improvement.
Scope:
This SOP applies to all employees responsible for handling customer complaints,
regardless of their department or role.
Definitions:
Customer complaint: Any expression of dissatisfaction or concern from a customer
regarding a product, service, or experience.
Complaint severity: The level of impact and urgency associated with a customer
complaint.
First contact resolution: Resolving a customer complaint within the initial
interaction.
Procedures:
1. Complaint Receiving:
Acknowledge receipt of the complaint promptly and professionally. This can be done
verbally, in writing, or through a confirmation message.
EXPO ACCESSORIES LIMITED.
Holding#1/1, Block#B, Ward#21, Biprobarta, Gazipur-1700
Gather the necessary information.
o Customer name and contact information.
o Date and time of the complaint.
o Nature of the complaint.
o Any relevant documentation or evidence.
Record the complaint.
2. Complaint Processing:
Analyze the complaint to determine its severity and urgency.
Escalate high-severity complaints to the appropriate personnel immediately.
Investigate the complaint thoroughly and gather all necessary information.
Develop and propose a solution that addresses the customer's concerns.
3. Communication and Resolution:
Communicate the proposed solution to the customer clearly and concisely.
Obtain the customer's consent before proceeding with the resolution.
Implement the agreed-upon solution promptly and effectively.
Follow up with the customer to ensure their satisfaction and address any further concerns.
4. Documentation and Reporting:
Document all communication and actions taken throughout the complaint resolution
process.
Generate regular reports summarizing customer complaint trends and identify areas for
improvement.
Review the reports regularly and implement corrective actions to prevent similar issues in
the future.
EXPO ACCESSORIES LIMITED.
Holding#1/1, Block#B, Ward#21, Biprobarta, Gazipur-1700
5. Training:
Provide ongoing training to all employees involved in handling customer complaints.
Ensure employees are familiar with the SOP and have the necessary skills and knowledge to
resolve customer issues effectively.
Additional Notes:
Maintain a positive and empathetic attitude throughout the complaint resolution process.
Treat customers with respect and courtesy at all times.
Focus on finding solutions that satisfy the customer and uphold the company's values.
Adhere to all relevant regulatory and legal requirements in handling customer complaints.
Prepared By: Check By Recommendation By Approved By:
(For Approved):
Md. Abul Fazal Haque Abdur Razzak Md. Maruful Islam Dolon
Operation Manager General Manager Head of HR, Admin & Md. Enamul Haque
Production Production Compliance Managing Director
