REVITAL HEALTHCARE (EPZ) LIMITED

STANDARD OPERATING PROCEDURE

T I T L E :SOP FOR CUSTOMER SERVICE

PROCEDURE NO.: ISSUE DATE: EFFECTIVE DATE: NEXT REVIEW DATE:

RHEL/HR/SOP/110 01/09/2021 01/09/2021 01/09/2023

REVISION NO.:01

CUSTOMER SERVICE PROCEDURE

APPROVED BY: SIGN & DATE

Caroline Njambi
(Quality Assurance)
(Prepared By)

Nancy Mwangi
(Ass. Quality Assurance Manager)
(Reviewed By)

Lucycaster Muoti
(Quality Assurance Manager)
(Reviewed By)

Vikrant Chowgule
(Head Quality)
(Approved By)

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 REVITAL HEALTHCARE (EPZ) LIMITED
STANDARD OPERATING PROCEDURE
T I T L E :SOP FOR CUSTOMER SERVICE

PROCEDURE NO.: ISSUE DATE: EFFECTIVE DATE: NEXT REVIEW DATE:

RHEL/HR/SOP/110 01/09/2021 01/09/2021 01/09/2023

REVISION NO.:01

REVISION HISTORY
Revision No. Revised Page(s) Description Date
00 00 Original issue 01/08/2018
01 1-2 footer, header, 01/09/2019
revision table

03 All Header, footer and 01/09/2021

inclusion of
approvals

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 REVITAL HEALTHCARE (EPZ) LIMITED
STANDARD OPERATING PROCEDURE
T I T L E :SOP FOR CUSTOMER SERVICE

PROCEDURE NO.: ISSUE DATE: EFFECTIVE DATE: NEXT REVIEW DATE:

RHEL/HR/SOP/110 01/09/2021 01/09/2021 01/09/2023

REVISION NO.:01

PURPOSE:
To ensure a high quality customer satisfaction in terms of services provided and have short turnaround
time on feedback in order to fulfill and ensure continuous customer satisfaction and retention.
SCOPE:
This will cover all customers’ i.e. retail, general trade, specific channels, distributors’ stockiest, third
party agent and distributors
RESPONSIBILITY:
General manager
Sales representative, management
PROCEDURE:
 The company shall handle all customers in a consistent manner.
 The company will be willing to listen to customers, offer suggestions, negotiate in a flexible
manner and reply back to customers in a timely manner.
 The organization shall handle customer feedbacks as well as complaints in a reasonable way.
 A system shall be put in place on how to respond to customers feed back
 Customer’s feedback shall be collected through mails, verbal communication, reports from sales
representative and questionnaires.
 Meetings shall be held when necessary to resolve or improve on how customers are handled.
Solutions shall be raised and effected
REFERENCES:
ISO 13485-2016

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 REVITAL HEALTHCARE (EPZ) LIMITED
STANDARD OPERATING PROCEDURE
T I T L E :SOP FOR CUSTOMER SERVICE

PROCEDURE NO.: ISSUE DATE: EFFECTIVE DATE: NEXT REVIEW DATE:

RHEL/HR/SOP/110 01/09/2021 01/09/2021 01/09/2023

REVISION NO.:01

ISO 9001-2015
RHEL/QA/SOP/16- SOP For Handling Of Customer Complain

ABBREVIATIONS:
SOP: Standard Operating Procedure
ISO: International organization for standardization

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