Goldas
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Customers

By focusing on the analysis of customer complaints, our company endeavor for increasing the customers’ satisfaction.

Customer complaints are one of the issues our company focuses on with utmost sensitivity. Customer complaints may reach our company through two channels:

Domestic Customer Complaints:

  • Domestic customer complaints reach our company through two ways; complaints received by our stores are entered into our ‘Store Follow Up Program’ and tracked via this program. These complaints are regularly analyzed by the Quality Assurance Department. Returned goods coming from domestic customers are delivered to Main Vault. After entered into repair workshops, the returned goods are treated according to ‘Goldas Stores Repair/Return Process’.
  • Another way for receiving the domestic complaints is to record them via E-Trade. The complaints, demands and suggestions of the customers are recorded by the officials of Customer Services Department and directed to the Quality Assurance Department. This department directs such to related units and ensures that necessary solutions are provided.  Suggestions for solutions are also recorded and sent to E-Trade department. The officials of customer services department within E-Trade Department forward our solution suggestions to the customers and perform the necessary closing of the record.  

Customer Complaints from Foreign Countries:

  • Our offices abroad fill in the necessary remarks on the part ‘Process To Be Done’ of the Customer Order Return Form.
  • Complaints coming from foreign country sales and offices are received by Goldas Kuyumculuk (Goldas Jewelry) via cargo carrier.
  • Foreign trade representative checks the unit piece and takes the delivery.
  • Main Vault, Quality Assurance, Production, SYM, Final Quality and the centre of ordering are informed about the issue.
  • The aforementioned departments meet for determining the cause of return.
  • After completing the essential operations, the necessary remarks are written on the part ‘Result’ of the Customer Order Return Form and the Quality Assurance Department evaluates the operations done and approves the form.
  • The decision of junk or repair is adopted accordingly. If the customer demands the products back, the returned goods are repaired, if possible, and sent back to the customer after the check of the Quality Department. If repair is not possible, the goods are taken out for junk and a new order is opened if the customer demands so. The customer is informed about the processes done. All these processes are performed in the way as they are specified in the Process for Returned Goods.
  • Order Return Form is registered as a quality record.
  • Customer Complaints/Demands is one of the items on agenda of meeting of the management, namely the Revision Meeting of the Quality System.

By carrying out customer satisfaction surveys, our improvable points are determined and works to enhance those are exercised.

Purpose;

  • To understand the customer well is of utmost importance from the point of it’s determining the company business and therefore the required activities, and the right implementation of those.  The success of the organization and its failure is measured by how well it manages the process of satisfying the customer. 
  • As Goldas, in order for our company to survive, in addition to listening to its customers and as a result succeed in retaining the existing customers, we believe that to enhance business even more, it is necessary to develop strategies in how to gain new customers, as well.
  • The objective of Customer Satisfaction Check-over, focuses on areas such as determining the services that the customers are satisfied with or not,  examining the related reasons of those, and specifying the expectation so as to increase the quality of service.
  • Thanks to the Customer Satisfaction Survey we have carried out, the level of satisfaction of the entities working with Goldas have been measured. The responses for the survey have been evaluated by our Quality Assurance Department and will constitute notable data to serve our customers with better service of good quality.