Customer Service

As a pioneer and leader in the industry, we commit to fulfilling customer requests and demands in an open, transparent, fast, reassuring, customer-oriented, and free-of-charge manner.

We always handle customer requests and demands with our understanding of providing high-quality and fast service. We objectively and quickly investigate every complaint received from our customers and offer solutions. We monitor complaints until all internal and external resources are exhausted and our customers are satisfied, and we meet customer expectations through continuous improvement by analyzing them.

By supporting the participation, sharing, and creativity of all our stakeholders (our customers, employees, suppliers, shareholders, society, and legal institutions), we provide environments where they can express themselves and continuously develop.

While establishing the policies and objectives of the request and demand handling process, we take legal and regulatory requirements and customer expectations into account. We regularly review the customer complaint management process and existing systems to identify areas for improvement and increase efficiency, report their effectiveness, and implement permanent solutions in our systems and processes through continuous improvement.

The purpose of the Flokser Kimya complaint management process is to manage complaints submitted to us through all our interaction channels by evaluating them as quickly as possible according to company written rules and procedures, within the framework of a fair, impartial, standard approach and customer satisfaction, by increasing our product and service quality.

In line with our ISO 10002 targets, the customer complaint handling and closing process is as follows:

Receipt and Preliminary Review of Complaint: 1 BUSINESS DAY

Complaint Evaluation: 2 BUSINESS DAYS

Complaint Resolution: 1 BUSINESS DAY

Submission of Complaints

It is possible for our customers to reach us through various interaction channels.

Complaints;

* Can be submitted by logging in through the “Complaint Entry” screen located in the “Contact” section of our website.

* info@flokserkimya.com.tr can be sent to us via the email address.

* Can be submitted through our customer representatives or technical support team.

Complaint notifications made through the “Complaint Entry” screen on the website are the recommended and fast method.

Even if complaints reach us through different interaction channels, they are collected in a single pool and finalized by a single center. Flokser has established the necessary infrastructure in all channels for complaints to be submitted and recorded and is continuously improving it.

Recording

All customer complaints are recorded and evaluated in accordance with Flokser Kimya procedures and our complaint handling process. Our customers are informed via SMS and/or e-mail that the complaints have been recorded.

An information report is sent to the customer along with the email. Our customer is informed of the Entry, Progress and Result stages through these information reports.

Our customer can track the complaint status with the report sent to them by email. The complaint is notified to the customer with the status “Complaint Received”.

It must be sent as an email to the address info@flokserkimya.com.tr.

Complaint Evaluation

Complaints are resolved by our expert customer representatives at our Customer Service Center and our technical authorities at our factories.

Our goal is to evaluate and resolve complaints correctly the first time.

Complaints delivered to our customer service center are classified according to complaint categories and directed to the relevant departments according to the nature of the product/service. Complaints are evaluated with materials such as information, documents, samples, photographs, etc., obtained from the customer or authorities, and an appropriate solution proposal and complaint outcome decision are finalized by taking customer expectations into account.

The complaint at this stage is notified to the customer with the status “Under Evaluation”.

Complaint Resolution

Resolving customer complaints as quickly as possible is our company’s top priority. Every customer complaint is evaluated and finalized with maximum care and attention, in a fair, impartial, and standard manner according to our complaint management processes. Information that the complaint has been resolved is sent to the customer by the Customer Service Center via automatic email. Complaint details are also conveyed to our customers by our relevant personnel. The customer accesses the result report and detailed information regarding the complaint through the Flokser Kimya Report. The complaint at this stage is notified to the customer with the status “Resolved”.

Agreement with the Customer

Approval is obtained from the customer via the website regarding the complaint outcome decision notified to the customer. If the customer approves the notified outcome decision, the complaint status is recorded as “Closed” and the complaint is terminated.

If the customer does not approve the outcome decision, the complaint is processed and evaluated for a second time to research alternative solutions. At the end of the process, the customer is informed about alternative solutions and the outcome decision. If the customer approves the outcome decision in response to the solution proposal offered for the second time, the complaint is set to “Closed” status and terminated.

If the customer does not approve the complaint result for the second time, the complaint is kept in “Open” status for 1 year. In this case, the customer is informed about external solution methods.

Continuous Improvement

Flokser Kimya aims to continuously improve the effectiveness and efficiency of the complaint handling process through the activities it implements. For this purpose, in addition to adopting corrective/improving activities, researching innovations, and using benchmarking methods, it performs the following activities to prevent the recurrence of problems that caused the complaint and to prevent the emergence of potential problems.

Researches and implements the best complaint handling practices,

Adopts a customer-oriented approach within the organization,

Encourages innovations in complaint handling and development,

Plans and implements activities to prevent the occurrence of multiple and repeated complaints on the same subject.