With our team of experts, we work hard to make sure that customers are satisfied and not just happy with the service they receive.
CUSTOMER-RELATED SERVICE INSTRUCTIONS
A. Service Inquiry
- Customer service provider issues out service request form to customers enquiring about services offered at NSL.
- Customer service provider ensures that customer fills in service request form.
- Customer service provider receives a filled request form from customer and conducts assessment on the form.
- Customer service provider classifies request as “EXPRESS” or “REGULAR” and “ACCREDITED or as NOT-ACCREDITED”
B. Billing
- Billing officer bills customer using billing and invoice form.
- Customer receives original signed copy of bill while a copy is filed for follow-up;
C. Payment
- Customer makes payment according to billing information.
- Customer submits original deposit slip to cashier for payment receipt processing.
- Cashier issues payment receipt upon receiving and after verifying deposit slip.
- NSL and customer sign a contract form and confidentiality agreement bond.
- Customer service provider sends a service/contract order notification to unit providing service;
D. Customer Sample Submission
- Customer submits samples at sample reception unit according to information on sample submission guide for key products.
- Sample receptionist subjects customer sample to sample receipt, transfer, retention and disposal protocols.
E. Follow-up on Customer Samples and Issuance of Customer Results
- Customer service provider follows-up with unit providing involved about the status of result, while furnishing customer with update which is recorded in the customer communication logbook.
- Unit providing service issues customer result to customer service provider.
- Customer service provider signs for customer copy of result from unit providing service and notifies customer on the availability of customer result.
- Customer service provider fills in customer results logbook and the customer signs to attest receipt of result.
F. Customer Feedback
- Customer fills in customer feedback form.
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