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Handling Customer Complaints

Even though we strive to reduce the number of customer complaints, we also accept the fact that any healthy business will be associated with customer complaints. The manner in which the organisation views the customer complaint and what it does about it, is the factor setting it apart from a pack. We view customer complaints as an opportunity to learn and improve.

In order to professionally handle all customer complaints and ensure that each complaint is properly evaluated and adequate/speedy actions taken, we have introduced an in-house Customer Complaint Handling System which is on-line and accessible to all our staff. As a company policy we make sure that all customer complaints received are logged in the system and handled professionally.
Our 'learn and improve' strategy will help us further align our system to our customer's requirements. The customer complaint handling system developed by UTS Carrier was considered as a benchmark and adopted by other Carrier companies.

Courtesy Calls

The courtesy calls are intended to evaluate the extent of satisfaction of the customer with the product or service purchased from us. Courtesy calls are conducted based on well-defined criteria and using standard formats which has specific questions covering areas of performance which are important to our customers. This program ensures an on-going feedback from the users on the performance of our products and services and provides an additional opportunity to listen, learn and understand future expectations/requirements of the customers.

Customer Training

We understand the need to provide our customers enough information for efficiently maintaining and utilizing our products. Customer training and seminars are organized regularly in order to keep our customers up to date on the advances in technology and any other specific technical requirements. We also conduct customized training for customers upon request for assistance in any specific area related to the products and services provided by us.

Customer surveys

Customer survey is a formal method of measuring customer satisfaction/dissatisfaction levels. We conduct customer surveys for our different market segments at planned intervals. These surveys are conducted by independent, professional and experienced consultants or by our sales staff depending on the nature and the extent of the survey being done. The results/inputs received during such surveys forms the basis for our improvement plans for the future