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Customer Service Complaint Handling Process

1

Complaint received at the HO/RO by Customer Service Manager/Officer.

Email Phone Fax
2

Customer Service Manager after verifying with the recipient/complainant mark the email
to designated region and assign a priority status to the complaint.

CS RM
3

Customer Service Officer will enter the complaint in the design complaint Log Sheet which
will be monitored every month at HQ. Regions and reviewed by PD.

4

Regional Customer Service Officer after maintaining the data will contact the respective team for resolution.

Academics Finance Marketing RO QA
5

The respective team will take all necessary actions in rectification of the complaint
as per the defined time frame set by CS Manager/Officer

Low Medium High
6

Customer Service Manager may contact the complainant in defined
time frame and confirm if the matter is resolved.

7

Complaint Closed