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LABORATORY PROCEDURES FOR MICROORGANISMS

REFERENCE NO.: M/1997/4.01

TITLE: PROCEDURE FOR DEALING WITH CUSTOMER COMPLAINTS

 INTRODUCTION

Each collection must have a formal procedure for dealing with customers complaints. Complaints must be registered and treated with priority. M/1998/4.01 Appendix 1 gives an example of a customers complaints form.

PROCEDURE

  1. Register the date and type of the complaint and the name and address of the customer.

  2. Register the delivery note number and the date of the objected dispatch.

  3. Register the collection number(s) of the culture(s).

  4. Register the reason for the complaint.

  5. If necessary, the responsible scientist has to be consulted.

  6. When the complaint is considered justified, the replacement culture is free of charge. If not, the customer is informed about the reasons.

  7. Prepare shipment with delivery note. In case of a replacement free of charge write "Replacement" under the strain designation.

Guidelines prepared for CABRI by DSMZ, CBS and BCCM, 17 May 1998
Page layout by CERDIC
Copyright CABRI, 1998

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