customer service

1. The PCPPI Consumer Affairs Office (CAO)

2. The PCPPI Consumer Affairs Office (CAO)
The Company recognizes the need to maintain a high
level of consumer satisfaction and patronage through
fast, cordial and sincere handling of feedback regarding
Company’s products, equipment, personnel and
promotions to promote the Company’s image as a
consumer-focused, world-class and excellence-driven
company.
Statement of Policy

3. The PCPPI Consumer Affairs Office (CAO)
Plant Consumer Affairs Office (PCAO)
STAFF w/ DIRECT
LINE
OPNS MGR / GEN MGR
GATE
GUARD
EMPLOYEES
QA MGR AHR MGR CONCERNED SM

4. The PCPPI Consumer Affairs Office (CAO)
PCAO Functions and Responsibilities
 Oversees overall direction of consumer affairs
function in the plant.
 Recommends policies and programs to
enhance the Company’s consumer affairs
function and minimize concerns.
 Resolves major and serious consumer
concerns in the plant.
 Assists concerned sales offices in resolving
consumer affairs related concerns.

5. The PCPPI Consumer Affairs Office (CAO)
PCAO Functions and Responsibilities
 Trains concerned employees (including third
party people) on proper handling of consumer
affairs related concerns.
 Informs public of Plant’s Consumer Affairs
Office including telephone numbers, postal
and e-mail addresses.
 Prepares and consolidates reports and
submits them to CAO.

6. The PCPPI Consumer Affairs Office (CAO)
Basic Philosophy in Dealing with Consumer Complaints
 Attend to all concerns by consumers specifically
on products.
 Settle all negative concerns in a fast, efficient
and cordial manner.
 Concerns maybe authentic or unauthentic.
Authentic concerns are products that are fully
sealed or capped with no sign of tampering.

7. The PCPPI Consumer Affairs Office (CAO)
Basic Philosophy in Dealing with Consumer Concerns
 Settle authentic concerns by replacing
product in question on a one-to-one basis.
 Replacing with a good product is not the first
and urgent option for unauthentic concerns.

8. The PCPPI Consumer Affairs Office (CAO)
Basic Philosophy in Dealing with Consumer Concerns
 Exert effort to make consumer realize that product
replacement is given as gesture of goodwill.
 A concern is settled when consumer turns over the
concerned product and executes a “quit claim”.
 If consumer refuses to settle, exert effort to end
meeting amicably.
 Consumer concerns must be properly documented,
filed and tracked.

9. The PCPPI Consumer Affairs Office (CAO)
WALK-IN CUSTOMER FLOWCHART
Walk-in
customer
Guard
Settled?
Make a report No
Yes
Continue to
follow up/more meeting
and make report
Plant Base
PCAO
(HR,QA, Sales)

10. The PCPPI Consumer Affairs Office (CAO)
PHONE CALL CONCERN
Phone call by customer
PCAO
Crisis
Potential?
Yes No TM to follow
up
PCAO and Sales to
set meeting
Settled?
Yes
No
Keep communication
lines open
Make report/
Inform CAO
Settled?
Yes Make a
report
No
Retrieve products/
Make report
Plant Base

11. The PCPPI Consumer Affairs Office (CAO)
SALES OFFICE FLOWCHART
Walk-in customer or phone
call complaints
TM, KOM, SOM, TC
Settled?
Yes
Make a report No
Crisis
potential
Yes No
TM to make
follow up
meeting
Settled?
No
Keep
communication
open
Make report/
Inform PCAO
Yes
PCAO and
area sales
manager
Settled?
Retrieve product
and make
report
Yes
No
Continue
follow up and set
more meetings
Make
report

12. The PCPPI Consumer Affairs Office (CAO)
TRADE ENCOUNTER FLOWCHART
Consumer
DCR/KOM/TM
Settled for
One-on-one?
Yes
Make a report
No
Crisis
Potential?
Yes No
Keep
communication
lines open
Make report/
Inform PCAO
CAO and area
sales manager
Settled?
Yes
No
Continue
follow up and
more meetings
More
report
Appears
Authentic?
End amicably/
Make a report to PCAO
No
Yes
TM to make
follow up
meeting
Settled?
Yes
Make a
Report to PCAO
No
Make report/
Inform PCAO