For those who I have not spoken with my name is Sarah Parker and my role within Bako Northern & Scotland is Technical Assistant within the Quality Department.
Having gained NVQ’S Level 2 & 3 in Business Administration I joined the company on a permanent basis in June 2004. I joined the Quality Department having turned other positions down as I strongly believe Quality is a vital component in any respectful organisation, which is especially true of Bako.
As a company we pride ourselves on giving our customers a quality product and service. As with every business though, occasionally problems arise. This is where I, in my position as Technical Assistant am here to help. If a customer has a complaint, query or a specific request, then it is my role to deal with this and rectify the situation in good time. In the unfortunate situation that a customer is unsatisfied with a product, how can they lodge a complaint in a way that allows me to deal with it as quickly as possible?
- An uplift needs to be raised with myself or a member of the Sales Department.
- On return of the product to Bako, the necessary paper work is filled in and this is when the customer will be credited, the Supplier of the product is contacted
- The customer is notified in writing that the product has been received and an investigation into the problem has begun.
- The product is uplifted by the Supplier, usually on their next delivery into Bako and sent back for further investigation and analysis
- We allow up to 28 days for a response from the Supplier
- When we receive a response from the suppler it is forwarded onto you, the customer, by way of a letter or e-mail on request
Having implemented the procedure stated above, all customers can be sure that their complaint can be dealt with in a quick, precise and efficient manner, giving them a satisfactory outcome in the shortest possible time.
That sums up the complaints procedure; however as Technical Assistant I also deal with Product Specifications, Recipes and Certificates of Analysis.
As a valued customer I would like to assure you that we are working towards making your experience with Bako Northern and Scotland a pleasurable one.
Regards
Sarah