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CONSUMER COMPLAINT RETRIEVAL
Consumer
Complaint Retrievals & Investigations
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Consumer Complaint Retrieval Case Study
“How do you
respond to an upset customer who has found a piece of glass in your product?”
In the event of a
consumer complaint, RQA can retrieve your product directly from the
consumer anywhere
within Australia and New Zealand,
within hours utilizing
our 1000+ field representatives. Once retrieved, we have the product
delivered to the location of your choice within 24 hours. This includes
shelf-stable, refrigerated, dangerous goods and frozen products.
The process involves:
1. Customer contacts
customer careline to report a problem i.e. product contains a piece of
glass;
2. The careline staff contact RQA who in turn appoint a trained field
representative to collect the product from the customer;
3. The RQA field representative establishes contact with the customer and
arrange a convenient time to collect the product;
4. The collection is made and the product is sent back to the manufacturer
or laboratory of choice;
5. RQA can report to the manufacturer any escalation or comments made by
the consumer and any questions or concerns raised.
The RQA
Consumer Complaints Retrieval programme helps
our clients by:
- Quickly retrieving products
for investigation.
- Ensuring product integrity
through careful packaging and shipping.
- Demonstrating they are
taking the complaint serious by appointing a 3rd party vendor.
- Avoiding confrontation and
tricky questions from the consumer upon collecting the item.
- Allowing them to manage full
retrieval process online
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