Operation of Customer Services

Fırat Plastik Kauçuk San. ve Tic. AŞ Customer Services Department was established with the purpose of increasing customer satisfaction and loyalty and continuously improving the quality of products and services with its customer-oriented systematic structure. The suggestion or complaint process starts information is received from our customers in compliance with the principles of confidentiality, transparency and ease of accessibility and ends when customer satisfaction is attained.

Brief description of the operation of our process:

Your requests are received via our website, e-mail, telephone, fax or in person.
Our customer representative informs you via cell phone, e-mail or message that your request has been received as soon as it is received.
The initial evaluation of the received request is carried out and the issue is referred to our relevant expert.
Our expert investigates the issue and obtains information regarding the subject of the request before contacting our customer.
Our expert contacts the customer and offers the options that can be carried out for the solution and work is started to eliminate the problem if an agreement is reached.
After completion of the process, our expert contacts the customer again to receive information about whether the dissatisfaction has been resolved.
The complaint is closed if the problem is resolved, if not, the process is carried out until customer satisfaction is achieved.
25% of the total number of customers who filed a complaint in that month are called for the measurement of their satisfaction by our customer representative.
A report is issued and the matter is taken under investigation if our customer makes any complaints regarding our personnel during the operation of the process.
All communications are recorded for the purposes of service quality.