FB Ketju’s Clear and Efficient Complaint Process
Thanks to FB Ketju’s transparent complaint process, customers receive timely responses and issues are addressed quickly. The sales representative responsible for the customer always handles the complaint. We share the step-by-step process of how complaints are managed.
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A complaint is received.
The sales representative logs the complaint into the ERP -system and confirms receipt to the customer.
An internal meeting is held within 24 hours.
The salesperson convenes a small investigation team consisting of the salesperson, production supervisor, production planner, designer, and the CEO.
If necessary, additional clarification is requested from the customer, and an assessment is made of what happened, why it happened and how to prevent it from happening again.
Constructive dialogue continues until the matter is fully resolved. Throughout the process, FB Ketju acts as the customer’s chain expert.
Did you know:
The number of complaints has been halved over the past two years. We have established clear goals to reduce complaint-related costs (external and internal, etc.).
In many cases the root cause of a complaint lies outside the conveyor chain. As a chain solution provider, we also assist our customers in addressing these issues.
Every complaint is addressed promptly — regardless of its size or urgency. We recognize that for the customer, a complaint is the most important issue at that moment, and therefore, it is always just as important to FB Ketju.
As long as we remain engaged in what we do, we ensure continuous learning and development.
