Complaint and Grievance Redressal Escalation Matrix at Clicks & Sales

Background

Customer Service is a key focus area of Clicks and Sales Pvt Ltd. Customer Service for us is a holistic approach targeting continuous improvement in customer experience and quality of our operations. We firmly believe in Kaizen (Continuous Improvement) and due to this our process undergoes changes every three months.

The Customer Complaint and Grievance Redressal Policy presents a structure for addressing the customer Grievances and turnaround time associated with them.

Objectives

The objective of this policy is as under

• All customers are treated fairly and without bias at all times irrespective of caste, religion, place and sex.
• All issues raised by customers are dealt with utmost case and respect.
• Customers are made completely aware of their rights, policies and processes at Clicks and Sales from time to time.

Recording & tracking of complaints

All the complaints received by Clicks and Sales are recorded and tracked by the client support team. All the complaints received must be logged by clients or their authorised representatives directly and the complaint ID must be mentioned in all correspondence.

Quality of resolution

Clicks and Sales conducts a quarterly quality audit to ensure categorisation and assignment of complaints and to check whether the resolution is complete and correct. Quality scores of each resolution are shared with respective team members after the audit report to be also reported to the Customer Service Committee of the company.

For general queries and suggestions, please contact by writing in to ask@clicksandsales.com

For finance queries, invoice, proforma invoice, GST, TDS or any other queries, please contact by writing in to finance-team ask@clicksandsales.com or call at 0091.22.28570504 Extension 3

For complaints and grievances please follow the below matrix and escalation procedure

Generating complaint id - Please use the form below to generate your complaint id