All customer complaints are handled by the Sales administration department. Each complaint is now registered and passed onto the respective departments to help resolve the complaint. The Marketing department is also enlisted to assist in organizing the relevant departments to investigate complaints of customers, as well as analyzing the causes, proposing solutions to the measures, if necessary, and recommending corrective preventive measures and solutions to rectify the effectiveness of preventive measures for verification;
It is then the Sales Administration Department should follow up the implementation of treatment measures, and communicate in a timely manner with customers, as well as retaining the outcome of the complaint with the original record of the complaint. Quality Control, Business development directors and Corporate Communications are also involved where necessary, in order to ensure a successful resolution of the complaint. Guaranteed response times have been set when complaints have been received, so that all queries and complaints receive a response within 72 hours.
The same methods which have been used to track complaints have been extended to other areas of the business, such as dealing with contracts, processing sales orders, or conducting marketing surveys.
Not only does this new tracking service help to ensure that customer service is subject to continual improvement, and ensuring that their concerns are addressed, it also produces significant business benefits. Service resource allocation is improved and efficiencies are created, which results in a more effective organisation.
The introduction of improved procedures to adequately deal with customers and consumers in Yunnan is an example of the Carlsberg Group's commitment to quality. Our consumers are at the heart of every decision we make and we take what they say seriously. All feedback is listened to,, including complaints and acting on them.