[Company Name]

[Company Group, Division, Location]

Document Title: Customer Servicing

Document Number: [Document Number]
Document Filename: [Document Filename]

CONTROLLED COPY/ MASTER COPY

STAMP HERE

OTHER
STAMP HERE

Revision Revision DCO/ECO Revision

Level Date Number Description of Revision Author
DRAFT DD/MM/Y YY-00000 Draft Author Name
Y
1.00 DD/MM/Y YY-00000 Initial Release Author Name
Y

COMPANY PROPRIETARY AND CONFIDENTIAL

[Company Name] Customer Servicing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

Table Of Contents

1.0 Purpose..........................................................................................................................................................2

2.0 Scope.............................................................................................................................................................2

3.0 Definition Of Terms......................................................................................................................................2

3.1 Complaint...........................................................................................................................................2
3.2 Inquiry................................................................................................................................................2
3.3 Key Input Indicators..........................................................................................................................2
3.4 Recipient.............................................................................................................................................2

4.0 References.....................................................................................................................................................2

5.0 Responsibilities and Requirements...............................................................................................................2

6.0 Procedure......................................................................................................................................................3
6.1 Product and Service Inquiries............................................................................................................3
6.1.1 Documentation of Inquiries.................................................................................................3
6.1.2 Insufficient/Inadequate Information for Inquiry Responses...............................................3
6.2 Product Orders...................................................................................................................................3
6.2.1 Change Orders.....................................................................................................................3
6.3 Customer Complaints........................................................................................................................3
6.4 Customer Surveys...............................................................................................................................3
6.5 Product Servicing...............................................................................................................................3
6.6 Training..............................................................................................................................................3

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 1 of 3

[Company Name] Customer Servicing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

1.0 Purpose
The purpose of this document is to outline the process of servicing customer needs to provide an
effective system that will enable (Company Name) to monitor the quality of their service and products.

2.0 Scope
This procedure applies to the services and products provided by the facilities of (Company Name).

3.0 Definition Of Terms

3.1 Complaint
A complaint is any written, electronic, or verbal communication indicating an alleged deficiency
in the identity, quality, durability, reliability, safety, effectiveness, or performance of any product
or service manufactured or provided by (Company Name).

3.2 Inquiry
An inquiry is any written, electronic, or verbal communication requesting information on an
order for product or service.

3.3 Key Input Indicators

Measurements used to evaluate performance of quality servicing.

3.4 Recipient
Any (Company Name) employee, representative or agent of (Company Name), who receives a
complaint from a customer regarding product or service manufactured or provided by (Company
Name).

4.0 References
Control of (Company Name) Confidential/Proprietary Information.
Master Training Plan
Customer Complaint Processing
Contract Review
Customer Order Processing
Product Service
Product Servicing Request Form Processing
Quality Information System
Returned Product Authorization, Evaluation, and Disposition
Customer Inquiry Form
Product Service Request Form

5.0 Responsibilities and Requirements

[Insert the roles and responsibilities for the various positions within (Company Name) that are
responsible for the customer servicing area, the following are examples of some positions which may or
may not exist within your organization: Customer Service Manager, Customer Service Agents, Field
Service, Marketing, etc.]

6.0 Procedure

6.1 Product and Service Inquiries

[Insert information about who is responsible for handling product and service inquires, include
either reference or the procedure for answering inquires regarding confidential/proprietary
information].

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 2 of 3

[Company Name] Customer Servicing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

6.1.1 Documentation of Inquiries

[Explain the documentation procedure for recording inquires, include procedures for
verbal, written and electronic inquires].

6.1.2 Insufficient/Inadequate Information for Inquiry Responses

[Insert the process that will be taken if information is not readily available for the
customer, include steps that will be taken and the documentation of the process].

6.2 Product Orders

[Insert information regarding the placement of orders once they have been processed and
documented, for example: orders received for products shall be processed, documented and
entered into the (COMPANY NAME) electronic manufacturing resource system in accordance
with procedures Customer Order Processing, and Contract Review].

6.2.1 Change Orders

[Indicate how and where change orders will be entered, may include reference to
Customer Order Processing, and Contract Review procedures].

6.3 Customer Complaints

[Insert information regarding (company name) policy regarding customer complaints].

6.4 Customer Surveys

[Periodically, customer surveys may be conducted for a particular product or service. Indicate
who will manage the survey, the individual(s) that will document and record inquires and
responses associated with the survey, the individual(s) in charge of reporting the findings
associated with the survey and to whom the results will be reported to].

6.5 Product Servicing

[Insert information regarding the documentation and/or placement of a Product Service request,
may be necessary to refer to the Product Service and Product Service Request Form Processing
or the Returned Product Authorization, Evaluation, and Disposition.Training depending on the
type of service request].

6.6 Training
[Insert information regarding the training of customer service agents, service technicians or any
other individual(s) relating to the customer servicing process. May be necessary to reference the
Master Training Plan].

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 3 of 3