Transmission of Requests
It is possible that our customers contact with us with various ways.
Recording
All of the customer’s complaints are recorded and assessed freely. The record of the complaint is declared to customer via e-mail and a complaint tracking number is sent. If our customers need, they follow the process by this tracking number.
Detailed Survey and Information
Complaints are assessed by our expert customer representatives. Our aim, to convert the complaints to customer satisfaction with the first contact. The issues that aren’t solved by the first contact and that need to detailed survey and assessment are managed and finalized by expert groups within limit of authority. In similar cases, our customers are informed about the anticipated resolution time and how to follow up the complaint.
Finalization and Response
Solving the customer's problems as soon as possible is the first priority of our company. Each complaint is finalized transparently, objectively and customer-orientedly according to our complaint administration with maximum care and attention. If the customer's contact information exists, we inform our customer that the complaint is taken into consideration and finalized in 1 day. We provide interim information to ours customer for complaints that take a long time to resolve and to determine the root causes.
Continuous Improvement
In our complaint management process, our service quality is constantly reviewed and improved with the contribution of your feedback. Our processes are constantly revised in order to prevent repetition of complaints. The most common complaints are followed up regularly, and the results obtained after the improvements are re-evaluated. When repeated problems are determined, the main reason is determined by analyzing and required arrangements are conducted to not repeat it.
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