Fırat Plastik Kauçuk San. ve Tic. A.Ş. Customer Services Department is established with the purpose of increasing customer satisfaction and loyalty, and sustaining a constant improvement of the quality of our products and services through a customer-orientated approach. The procedure commences with the reception of customer information based on the principles of confidentiality, transparency and easy accessibility, and ends when customer satisfaction is achieved.

In short, the general procedure can be outlined as follows:

• Complaints are received through our web site, phone, facsimile, e-mail or personally.
• Once the complaint is received, the customer is immediately informed about the reception thereof via mobile phone, e-mail or message.
• After a first evaluation, the complaint is directed to our relevant professional.
• Our professional analyses the incident and performs an analysis about the reasons before contacting the customer.
• Our Professional presents the customer a set of remedies that can be applied to solve the problem, and, if they agree, starts to apply these remedies.
• After the problem is solved, our professional contacts the customer once again and gets information about whether the dissatisfaction is removed or not.
• If the problem is solved, the case is closed. If not the procedure restarts from the very beginning until the customer is fully satisfied.
• Customer satisfaction is measured in one-month intervals by contacting 25 % of the customers who have submitted complaints in the previous month.
• In case a customer submits any kind of complaint about our personnel during the process, a protocol is issued and the subject is taken under examination.
• All telephone conversations over our hotline are recorded for reference.