Xerox 098N02176 User Guide - Page 32

Process for Accessing Support Customer Complaints Customer Relations Group Built into every Xerox-customer relationship are a number of ways to gauge your satisfaction with our products, services, solutions, and performance. Xerox works closely with every account to make sure your business needs and requirements are met to your satisfaction, and we ensure resolution of any issue is handled quickly, permanently, and effectively. Xerox believes your feedback-whether positive or negative-provides us with an opportunity to improve our level of service and better meet your expectations, while honoring our account promises. The Xerox goal for customer satisfaction is 100%; therefore, any deviation from 100% is considered substandard and unacceptable. Within your account with Xerox are a number of feedback opportunities, which include initial experience surveys, account reviews, post service event surveys, and other feedback/review sessions determined during contract negotiations. When a complaint is communicated, either on the phone, via email or survey, it is registered into our Customer Problem Resolution System, and one of our staff professionals is engaged to address the specific complaint. We guarantee quick a response in order to ensure cycle time and speed match your expectations for resolution. Local service and sales management are engaged as appropriate to ensure prompt resolution of any issues brought forward. In addition, our National Customer Relations Organization is available to assist you with any unresolved issues and can be reached during regular business hours by calling 1-877-XRX-THXU (1-877-979-8498). These opportunities to gather your perspective on how we handle your account and address your requirements are critical to maintaining an ongoing healthy relationship with you. Xerox stands behind its products, services, solutions, and performance, and aims for your total satisfaction with Xerox. 32 United States Service User Guide