• Regularly communicate with customers to check if there are any complaints to be resolved.

• Provide timelines for closure of complaints and provide regular updates on the progress of issue resolution.

• Timely closure of complaints – minor issues in 24-48 hours, major complaints – align stakeholders on timelines and provide feedback to customers accordingly.

• Timely response to customers on phone and emails.

• Maintain 100% response rate on emails in <24 hours.

• Escalate issues to supervisor if complaint resolution is taking longer than expected.

• Maintain a register of customer complaint in excel sheet as per the set norm.