DEALING WITH CUSTOMERS COMPLAINTS

LABORATORY PROCEDURES FOR PHAGES

REFERENCE NO: PH/2003/04/02

TITLE: DEALING WITH CUSTOMERS COMPLAINTS

INTRODUCTION

Each collection must have a formal procedure for dealing with customers complaints. Complaints must be registered (see PH/2003/4.01 Appendix 1 for an example) and treated with priority.

PROCEDURE

Enter the date and type of the complaint, as well as the name and address of the customer.

Enter the delivery note number and the date of the objected dispatch.

Enter the accession number(s) of the objected biological material.

Enter the reason for complaint.

If necessary, forward the ‘Complaint Form’ to the responsible scientist.

Decide whether the customer may receive a replacement sample free of charge or against a fee. In any case, the customer must be informed.

Prepare shipment with delivery note.

If necessary, prepare an invoice.

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