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The PCPPI Consumer Affairs Office (CAO)
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
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
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.
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.
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.
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.
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.
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)
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
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
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

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CUSTOMER AFFAIRS FUNCTION.ppt

  • 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