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How to respond to customer complaint


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#1 carine

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Posted 24 June 2015 - 07:01 AM

hi all, we had received customer complaint claimed that our product bacteria level exceed permitted level. and we have review and check our process parameter, cleaning record throughout, nothing to be found. To reassure the lab results, we had sent the sample for lab testing, results found negative of the bacteria.

In such situation, may i know how do u all respond to customer?



#2 Simon

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Posted 24 June 2015 - 07:30 AM

If you are confident in your results then stand by them and tell the customer (politely) what you have found...

 

Regards,

Simon


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#3 Setanta

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Posted 24 June 2015 - 12:01 PM

In addition to what Simon has says, perhaps ask for the sample that they had, so you can test and compare. Do they have the specific test results for you?


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