Customer Service

Customer service - it’s our job.

We are committed to providing friendly and helpful customer service as well as the safe and reliable haulage services for petroleum products to our customers

promoting a customer service leadership and culture consistently seeking to add value to our customers

managing our customers’ expectations to maximize satisfaction working cooperatively with other business areas for the benefit of our customers always meeting customer expectations and honoring all commitments made to customers providing good customer service in a safe and cost effective manner continually monitoring our service and recommending improvements providing employees with the extra skills and information they need to deliver good customer service recognizing and rewarding employees for exceptional customer service.

On-time delivery performance regularly monitored. On-time delivery on target. Taking appropriate corrective action taken to prevent recurrence of delivery issues, on-time delivery performance shared with all staff involved in the delivery process

The quality of the site issue reported of satisfactory standard and submitted on a timely basis?

Customer Complaint Handling Procedure

A complaint is, when a customer is unhappy with what we have done or failed to do or they feel they have been treated unfairly or discourteously. It is not a routine request for a service or complaint about a third party.

Procedure

Screening and Logging

All customer complaints in the Company are received through Customer Services Desk operative at FKTC Head Office and all Branch Offices respectively by CSO.

Under an ideal Customer Complaint Procedure, Mr. Muhammad Irfan, have ultimate authority and responsible for customer relations. He is  available and authorized to act on behalf of the company in all customer relations matters

Under the above scenario, the customer complaint response system will operate as under:

The CSO may receive a complaint by any of the following modes:

Telephone

Letter / Fax

Personal Visit

E-Mail

We are putting right any mistakes as quickly as possible.

We are keeping the complaint confidential.

We are Investigate the complaint fully and fairly.

We are keeping the customers informed of how our investigations are going, where appropriate.

We are Apologize and give an explanation if we have provided a poor service.

We are Decide whether to pay customers a special payment if they have suffered a financial loss, gross inconvenience, or severe health impact because of a mistake we have made.

We are Using customers' complaints to help us improve our customer services.

Investigating

The customer's explanation of a problem can provide much information. Nevertheless, best efforts should be exercised to have all the information needed for a thorough review of the facts involved, by:

Researching in-house records on the customer;

Requesting receipts, or other records;

Inspecting the product, or service performed; and

Following-up with the customer for any necessary additional information.

As far, as is possible all information received because of a complaint investigation will remain confidential to those involved in the process of investigation.

Acknowledging

Acknowledge customers' complaints by writing an appropriate letter within 2 working days of receiving a complaint. This should be followed by a full reply within 10 working days. If we cannot send a full reply within this time frame, we should send an initial reply within 10 working days to tell the customer when he / she can expect a full reply.

When an issue cannot be resolved immediately, it is important to let the customer know that the matter is receiving Company's attention. Prompt acknowledgment should be sent to the customer to set him or her at ease.