Customer Complaint Handling Process (Effective 5.12.

2009)

Customer
Complaint
submitted to

MBEg
MBEg
Website + Germany RAYA
Office Visit
Phone + Fax

MBEg CRM contact person

CC: A/S assistant

To: DLR CRM A/S Assistant

CC: Sales Mng, GM, MBEg To: DLR CRM
Senior Sales Manager CC: A/S Director, DLR A/S
Manager, MBEg concerned
party

Dealer to investigate &

Dealer to investigate & feedback for root cause
feedback for root cause & suggested resolution
& suggested resolution
See Escalation
No process next page No

Case Closed ? No Feedback within 48 hrs 1 No Feedback within 48 hrs Case Closed ?

Yes Yes
A/S Assistant to
CRM Contact to follow up every 48
follow up every 48 hrs (Case by Case)
hrs (Case by Case)

Dealer report closure by

Email to MBEg CRM – A/S
and to customer

MBEg
CRM

RAYA to follow up with a call &

report feedback to MBEg CRM
CC: A/S Assistant