
	Friday Fax A Weekly Summary of Polywater^® News of Incredible Importance

Issue #692

Handling Customer Service Complaints. When a customer calls to complain about a product it is fundamentally important to ask the right questions to qualify the complaint.

Before assuming a true quality problem, drill down to determine if it's a more common product suitability or product preference issue ("We don't like it" versus "There's something wrong with it"). Write down verbatim as much of the specific complaint as possible for relay to the factory. The old "telephone game" where a message morphs as it changes hands can make resolution of such problems nearly impossible, and can mask and delay a real problem that could be fixed before it affects more customers.

If a quality problem is suspected, your response may vary depending on whether the complaint is regarding lubricants, cleaners, or sealants--but always get the lot number of the product. Have the customer return the item or at least a sample of it. Polywater will pay shipping costs. Clear photos of the package and/or material are a must if a product return isn't practical. Related documentation, such as invoice numbers and packing lists, is also needed to determine the distribution chain, transaction dates, prices paid, mode of transport, shipment origin, etc.

Because Polywater employs humans, and because we purchase our materials, packaging supplies, and shipping services from other companies that likewise employ humans, errors are inevitable. It's how we respond to redress customer complaints and change our system to prevent recurrences that defines our success as a company. As our field representatives, you are an extension of our quality process. We need as much good information from you on each event as possible.

The Friday Fax Editor's Joke of the Week

The Joke

What I Owe My Mother. 1) My mother taught me to appreciate a job well done: "If you're going to kill each other, do it outside. I just finished cleaning." 2) My mother taught me religion: "You better pray that will come out of the carpet." 3) My mother taught me about time travel: "If you don't straighten up, I'm going to knock you into the middle of next week!" 4) My mother taught me logic: "Because I said so, that's why." 5) My mother taught me more logic: "If you fall out of that swing and break your neck, you're not going to the store with me." 6) My mother taught me foresight: "Make sure you wear clean underwear, in case you're in an accident." 7) My mother taught me irony: "Keep crying, and I'll give you something to cry about." 8) My mother taught me about the science of osmosis: "Shut your mouth and eat your supper." 9) My mother taught me about contortionism: "Will you look at that dirt on the back of your neck!" 10) My mother taught me about stamina: "You'll sit there until all that spinach is gone." 11) My mother taught me about weather: "This room of yours looks as if a tornado went through it." 12) My mother taught me about hypocrisy: "If I told you once, I've told you a million times. Don't exaggerate!" 13) My mother taught me the circle of life: "I brought you into this world, and I can take you out."

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American Polywater Corporation -- The world's leading manufacturer of cable pulling lubricants, cable cleaners, and MRO & construction chemicals.
P.O. Box 53 | Stillwater, MN 55082 USA
1-(651) 430-2270 (Voice) | 1-(651) 430-3634 (Fax)
1-(800) 328-9384 (Toll-Free US/Canada Only)