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Customer Relations Management
Sunlog Logistic
 

Customer Segmentation Works

Customer segments are designated by making a segmentation work at the beginning of each year and by making an update work in the second half of the year following the determination of strategical customers and segments of the company.

Customer Visits

In addition to the customer visits made by the sales teams, there are customer visits made by the Customer Relations Management department in order to develop close relationships, to identify the needs and expectations, and to designate the possible areas where new alternative co-operations can be made. In the visits made, the feedback received from the customer is evaluated with the relevant work party in an objective and systemmatical manner.

Customer Feedback Management

Customer complaints/suggestions/demands/appreciation and feedbacks about other matters are recorded, and root cause analysis is made with the analysis of feedbacks and preventive precautions are planned regarding to repetition of such problems/demands/appreciation. Customers feedbacks are recorded either through channel of telephone 212 – 698 11 99 or the mail address crm@sunlojistik.com.tr for any notifications of call centre established for this purpose, customer visits, web-surveys, surveys, wishes, demands and complaints.

Customer Satisfaction Surveys

In order to specify the satisfaction levels of the customers, who receive service from Sun Lojistik, in relation to the work processes and to identify their needs and problems, our online or telephone survey works is done periodically by our Private Call Centre.
 
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10002 CUSTOMER SATISFACTION AND COMPLAINT MANAGEMENT

10002 Management system: There is a management representative available on behalf of the senior management. Processes of either positive or negative feedback acceptance of the received feedbacks, evaluation of customer controls, closing of the complaints according to the actions taken, reporting and amendment are monitored and planned on behalf of the Senior management.

EVALUATIONS

Evaluations are made in an impartial, objective and fair manner.

CONFIDENTIALITY

Information of the customer is never shared without their approval. Customers and their feedbacks are kept confidential.

CHARGE

There are no charges to be demanded from the customer for any feedbacks and amendment plans made.

RECEIVING FEEDBACK

All kinds of feedback notified to Sunlog Logistics during working hours are recorded on the same day, and any feedbacks received during out of the working hours are recorded within the following working day. Then the customer is informed about recording of the feedback.

INSPECTION OF FEEDBACK

Recorded feedbacks are prioritized, if they are negative, during the process of detailed inspection gathering information related to the notification and detailed inspection, the customer is kept in touch, and expectations of the customer during the solution process is considered.

PRIORITY LEVEL IN SOLUTION OF NEGATIVE FEEDBACK



CHECKING AND EVALUATION

Each customer, who gives a timely feedback which is confirmed to be non-problematic regarding to solution methods, is called as a neutral and objective manner and their satisfaction is checked.

After confirming that there are not any problems, the complaint is closed in a positive way.

In case of unacceptance of solution methods and the continuity of the problem, the complaint is monitored and requested to be brought a solution.

AMENDATORY – PREVENTIVE ACTIVITIES

In accordance with the subjects and degrees of negative feedbacks DOF (Amendatory – Preventive Activity) is started within the relevant department and its planning is monitored.

NOTIFICATION TO SENIOR MANAGEMENT

All data regarding to all incoming feedback subjects, the actions and solution processes are examined by the Sun Lojistik senior management during the executive meetings, then developments and renovations are made and this is acknowledged as an opportunity for continous improvement.
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