Customer grievance policy

 

Customer (including the user of the website www.nanako.in) complaints are part of the business life of any corporate entity. SAS Servizio Private Limited (Nanako) believes that providing prompt and efficient service is extremely important not only to build confidence among new customers, but also to triumph over the existing customers.

Nanako aims at minimising instances of customer complaints and grievances through proper, prompt and efficient service delivery, follow up review mechanism, and ensuring expeditiously effective redressal of complaints and grievances, if any.

The review mechanism helps in identifying the shortcomings in services delivered/ made available for the customers of Nanako or otherwise.

Key principles of Nanako while service delivery:

• Customers are to be treated courteously at all times.
• Complaints raised by customers are to be dealt in all fairness and in a time bound manner.
• Customers are to be fully supported to escalate their complaints / grievances to the company and their rights to avail a suitable alternative remedy if they are not fully satisfied with the response is also available.
• Staff of Servizio will always work in good faith and without prejudice to the interests of the customers.
• To always know, acknowledge and understand that customer satisfaction is the key and primary concern for Nanako.

Awareness of grievance redressal system

At Nanako, the customer’s, including website user’s experience is what we deliberate and focus on. This is why Nanako listens and takes time to know and understand the needs of its users and take their concerns seriously. Going skin-deep to analyse, understand and scrutinise, how one would feel if stepped into the shoes of customer/ consumer to avail the services of Nanako from the inception the one’s step-in to Nanako till the time they are done, helps Nanako evolve and enhance its service delivery. If a customer, including a website user, has any time found the experience with Nanako simply smooth and incredible, we know we are doing something worthy. However, when a customer/ user is concerned or has any grievance from Nanako or from the services provided by the , Nanako shall do everything it can do to fix it and make it right.

Sensitising staff on handling complaints

Our staff undergoes regular training to ensure that consumers' queries and grievances are handled properly and efficiently. They are encouraged to work in a manner which helps the company in building consumer trust and confidence. This reflects in both the operations as well as the customer communications. Any grievance received, minor or major, through the customer or website user, are thoroughly analysed and worked upon immediately in a way which aims at efficient and effective redressal and resolution of such grievance/ complaint from the root or its very inception.