The Customer Communication Procedure Template ensures that aerospace customer feedback regarding the company’s aircraft products/services is promptly, efficiently, and effectively handled and resolved. The procedures minimizes negative customer feedback and helps the Company identify and act on problems and opportunities.
This procedure applies to all Company personnel who communicate with our customers. (12 pages, 1789 words)
The Sales Manager is responsible for all communication with the customer prior to and including the sale.
Customer Service Representatives are responsible for maintaining ongoing relations, post-sale, with each customer (relationship management) and for maintaining the Company’s customer files (customer database). Within ongoing relations are included: receiving customer complaints and/or comments; investigating complaints/comments; and resolving or obtaining resolution.
The Design and Development Manager may communicate directly with the customer regarding design and development issues.
The Quality Assurance Manager is responsible for ensuring corrective actions are taken, when necessary.
Department Managers are responsible for assisting Customer Service Representatives with customer complaint resolution.
- Planning Customer Communication
- Regular Communication with Customers
- Customer Complaints
- Customer Problem Diagnosis
- Repairs and/or Replacements
- Trend Analysis
- Customer Communication Plan Review
AS 9100 Customer Communication Procedure Template Forms
- Customer Communication Plan Form
- Customer Service Log Form
- Customer Service Contact Form