Transmission of Request
It is possible that our customers contact with us with various ways.
All of the customer’s complaints are recorded and assessed freely. The record of the complaint is declared to customer via SMS and a complaint tracking number is sent.
If our customers need, they follow the process by this tracking number.
Detailed Survey and Assessment
Complaints are assessed by our expert customer representatives. Our aim, to convert the complaints to customer satisfaction with the first contact.
The issues that aren’t solved by the first contact and that need to detailed survey and assessment are managed and finalized by expert groups within limit of authority.
Finalization and Response
Solving the customer's problems as soon as possible is the first priority of our company. Each complaint is finalized transparently, objectively and customer-orientedly according to our complaint administration with maximum care and attention. If the customer's contact information exists, we inform our customer that the complaint is taken into consideration and finalized in 1 day.
In our complaint administration process, our quality is continuously improved by reviewing. In order to prevent the repetition of the complaints, our processes are revised continuously. The most common complaints are followed regularly and after the improvements the rates of increase and decrease are assessed. When repeated problems are determined, the main reason is determined by analyzing and required arrangements are conducted to not repeat it.