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I am JOHN, NORTHERN SALES DIRECTOR Yes, we have a workflow which explains the different steps to manage a customer complaint. Steps: - one: We receive the complaint, - two: we record, - 3 : we accept or reject, - 4:we investigate and decide relevant corrective actions - 5: we resolve with customer - 6. finally we close the complaint Yes, the After-sales service manager wrote it and update it every year. This is available in our Intranet Documentation file. the goal is to react as quickly as possible to any unsatisfaction and understand what happened to avoid any recurrence. Yes, this is applicable to all products and all customers. Nevertheless, we differentiate Premium customers with a response time of 24 hours maximum and 48 hours for other non-Premium customers. The complaint directly comes from customers online or from sales force who records the complaint on their Cell Yes, the After Sales service manager. Yes, for each step of the process the responsible person is clearly identified. if we have a liability claim or any threat of liability we directly reroute to legal department. for the time being the process is robust and did not require changes. We exchange during coffee break ! Yes, in case of liability claim, another procedure has to be followed and is managed by legal department. Yes, we have a documentation management system recording all documents.