kenya forest service customer... · monitoring customer satisfaction strategic plan forests act...

KENYA FOREST SERVICE DOCUMENT TITLE: HANDLING CUSTOMER INQUIRIES & COMPLAINTS

REF NO: KFS-CCD-003

ISSUE HISTORY

ISSUE NO: 1

PAGE: 1 of 12

ISSUE

1

DESCRIPTION OF CHANGE

None, no change has been done.

PROCESS PILOT

Communications Officer

EFFECTIVE DATE

14th June 2010

REFERENCED DOCUMENTS

REF TITLE

QPM Quality policy manual

COPY HOLDERS

1. Director

2. QMR

QPM - 8

PM

KFS/CIC/WI/01

Measurement, Analysis and Improvement

Procedure Manual

Monitoring customer satisfaction

Strategic Plan

Forests Act

Work Instructions

Communication Policy

PR Guide

Complaints Management Guide

3. CCM

4. CO

5. CCO

PREPARED BY: CORPORATE COMMUNICATIONS

MANAGER

APPROVED BY: DIRECTOR

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RECORDS / ANNEXES

REC NO

ISSUE NO: 1

REC TITLE

Process Flow Chart (Suggestion Box)

PAGE: 2 of 12

Process Flow Chart (Responding to Enquiries)

Customer Inquiries/Complaints Register

Weekly Summary Report Format

Customer Inquiries/Complaints Form

PREPARED BY: CORPORATE COMMUNICATIONS MANAGER


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TABLE OF CONTENTS

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ISSUE HISTORY .......................................................................................................................... 1

REFERENCED DOCUMENTS .................................................................................................. 1

RECORDS / ANNEXES .............................................................................................................. 2

1.

2.

3.

SCOPE................................................................................................................................ 3

PURPOSE .......................................................................................................................... 4

RESPONSIBILITY AND AUTHORITY ........................................................................... 4

4 OBJECTIVES ........................................................................................................................ 5

5 TERMS AND DEFINITIONS ............................................................................................... 5

6 DETAILS OF PROCEDURE ............................................................................................... 6

6.1 Receipt of Customer Complaints/inquiries .................................................................... 6

6.2 Recording of Inquiries/Complaints ................................................................................. 6

6.3 Complaints Investigation .................................................................................................. 7

6.4 Corrective Action ............................................................................................................... 7

6.5 Pending Complaints .......................................................................................................... 7

6.6 Records ............................................................................................................................... 7

6.7 Complaints Management ................................................................................................. 7

6.8 Suggestion Box / Complaints Box .................................................................................. 8

6.9 Responding to Enquiries .................................................................................................. 8

PROCESS FLOW CHART (Complaints Box) .......................................................................... 9

PROCESS FLOW CHART (Responding to Enquiries) ........................................................ 10

Customer Complaint/Feedback Form ..................................................................................... 11

Customer Complaint/Feedback Register ............................................................................... 12

1. SCOPE

This procedure covers from receipt of customer inquiries/complaints to


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amicable resolution of the same.

2. PURPOSE

This is to ensure effective of handling customer complaints efficiently with the aim of minimising them.

3. RESPONSIBILITY AND AUTHORITY

3.1 Director

3.1.1 Overall responsible for ensuring all customer complaints are handled

effectively and promptly.

3.2 Corporate communications Manager

3.2.1 Overall responsible for ensuring all customer complaints are handled

effectively and promptly. 3.2.2 Convenes the monthly Customer Complaints Review Meeting. 3.2.3 Overall responsible for co-ordination of resolution of customer complaints and/or

recording and follow-up of customer feedback. 3.2.4 Responsible for reviewing customer complaints and/or feedback reports and for their

presentation to the Management Review Meetings. 3.2.5 Receives some complaints and/or feedback and transfer them to the customer

complaints officer for recording, registration and follow-up.

3.3

Communications Officer/Customer complaints officer

3.3.1 Receives all customer complaints and/or feedback. 3.3.2 Ensures all customer complaints/feedbacks are recorded, allocated a registration

number and registered in the Customer Complaints/Feedback Register. 3.3.3 Co-ordinates the day-to-day handling and resolution of customer complaints. 3.3.4 Maintains records of all customer complaints and/or feedback in KFS. 3.3.5 Responsible for the analysis of customer complaints and/or feedback reports. 3.3.6 Ensures customers and concerned personnel are informed of the progress. 3.3.7 Analyse customer complaints/feedback and prepare reports as assigned. 3.3.8 Issue CCR & CF to relevant staffs.

3.4

Complaints Committee

3.4.1 Overall responsible for handling all customer inquiries/complaints within KFS.

3.4.2 Acknowledges and responds to customer inquiries/complaints

3.5

Head of Department

3.5.1 Overall responsible for handling all customer inquiries/complaints related to their departments.

3.5.2 Acknowledges and responds to customer inquiries/complaints.


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CSF

3.4 Switchboard Operators/Receptionists/Secretaries

3.4.1 Receive Customer Inquiries/Complaints and direct to the relevant Departmental Duty Manager

3.4.2 Ensure Departmental Duty Officers’ list is updated for prompt response.

3.5 Quality Management Representative

3.5.1 Ensures customers and concerned personnel are informed of the progress.

3.5.2 Responsible for reviewing customer complaints and/or feedback reports and

for their presentation to the Management Review Meetings.

3.6 All Staff 3.6.1 Receive inquiries/complaints and direct to the customer complaints

officer. 3.6.2 Carry out Corrective/Preventive Action as assigned.

4 OBJECTIVES

NB: Refer to the performance contract.

KPI TARGET(S) DUE

5 TERMS AND DEFINITIONS

TERM

KFS

CF

CI

CCR

KPI

CSF

DEFINITION(S)

Kenya Forest Service

Complaints Form

Customer Inquiries

Customer Complaints Register

Key Performance Indicator

Critical Success Factor


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TERM

QMR

WI

DIR

DD

CC

CCM

CO

CCO

CIC

ISSUE NO: 1

DEFINITION(S)

Quality Management Representative

Work instructions

Director

Deputy Director

Corporate Communications

Corporate Communications Manager

Communications Officer

Customer Complaints Officer

Customer Inquiries & Complaints

PAGE: 6 of 12

6 DETAILS OF PROCEDURE

6.1 Receipt of Customer Complaints/inquiries

6.1.1 The switchboard operators/receptionists receive and direct the inquiries /

complaints to the customer complaints officer.

6.1.2 In case the customer complaints officer is absent for any reason, the inquiry/

complaint is directed the relevant Head of Department.

6.2 Recording of Inquiries/Complaints

6.2.1 The customer complaints officer records the inquiry/complaint in the CI and CF

and liaises with the relevant department/section head.

6.2.2 The customer complaints officer assigns a complaint registration number.


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6.3 Complaints Investigation

6.3.1 The complaints committee investigates or assigns relevant staff

to investigate the complaint.

6.3.2 The findings are recorded in CI and CF.

6.4 Corrective Action

6.4.1 The customer complaints officer liaises with the relevant departmental / section

head, the Director (if necessary) and the customer to resolve the complaint

amicably.

6.4.2 The agreed corrective action is recorded on the CI and CF by the

customer complaints officer.

6.5 Pending Complaints

6.5.1 The customer complaints officer follows up any pending complaints with

relevant department/section

6.5.2 In case pending complaints have not been responded to within three

working days notify the customer the action being taken.

6.6 Records

6.6.1 The CCR is updated with all the information from the CI and CF and the

complaint closed.

6.6.2 The CCF closed complaints are filed into the customer inquiries /

complaints file

6.6.3 A weekly summary of customer inquiries/complaints and corrective

action taken is prepared and submitted to QMR, Head of Departments

and Director.

6.7 Complaints Management

6.7.1 The customer fills the queries/complaints proforma.

6.7.2 The complaints file is requested from the registry for action.

6.7.3 Forwarded to the relevant service area for action.


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6.7.4 After action on has been taken, a response is sent to the complainant.

6.7.5 Follow up is done on service areas to ensure action is taken promptly and

satisfactorily.

6.8 Suggestion Box / Complaints Box

6.8.1 The boxes are emptied daily.

6.8.2 The information is analyzed and a report prepared.

6.8.3 Action is taken where applicable.

6.8.4 The information is also put in relevant media as a response to raised issues.

6.9 Responding to Enquiries

Note 1: Enquiries can either be in form of SMS, letter, email, verbal or

any other possible medium.

6.9.1 The customer complaints officers receive all enquiries. If information is available

they respond.

6.9.2 If information is not available the enquiries is forwarded to the relevant service

areas and relay the replies from service areas to the complainant.

6.9.3 The complaints officer maintains the records of responded and un-responded

complaints.

6.9.4 The complaints officer prepare & maintain analyzed data, generate reports to

complaints committee.



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PROCESS FLOW CHART (Complaints Box)

ACTIVITY

START

The boxes are emptied daily.

Information is analyzed and a report prepared

Appropriate action is taken

Information is also put in relevant media

as a response to raised issues

END

RESPONSIBILITY

Complaints Officers



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PROCESS FLOW CHART (Responding to Enquiries)

ACTIVITY

START

RESPONSIBILITY

Receives all enquiries

Information

available?

NO

YES

Responds to

enquiry

Complaints officers

Enquiry is forwarded to the relevant

service areas and reply relayed to client

Maintains the records of responded and

un-responded complaints

Prepares and maintains analyzed data,

generates reports to complaints committee

END


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Issue/Revision: 1/0

CUSTOMER COMPLAINT/FEEDBACK FORM

Customer Complaint/Feedback Number (Allocated from register): _________

Name of customer

Name of contact person :

:

Telephone number/address :

Time reported:

Details of complaint/feedback

Signed:

Date reported:

Date:

Chairperson, Complaints committee comments (if any)

Signed:

Corrective Action

Signed:

Date:

Date:

Head of Department's comments/review on need for preventive action

Signed:

PREPARED BY:CORPORATE COMMUNICATIONS MANAGER

Date:


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COMPLAINT/

FEEDBACK

NO.

CUSTOMER COMPLAINT/FEEDBACK REGISTER

CUSTOMER CONTACTS DATE COMPLAINT/FEEDBACK COMENTS/STATUS

REPORTED DETAILS

SIGNATURE

Reviewed By: ____________________________ Date: ___________________

Corporate Communications Manager


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