I noticed that there is a need for more clarity about handling complaints at product level. By way of I would like to take this need with you in handling these kinds of tickets.
1. Tickets about defects that are not dangerous/harmful in use may be forwarded to the assistant purchaser of the relevant product group.
2. Tickets about defects that are dangerous/harmful in use may, besides forwarding the mail to the assistant purchaser, also be forwarded to the CSR department under the following email address [email protected].
In the second situation I would like to ask you to classify the tickets next to 'complaint item' (which you will use in both situations) on priority 'high'. For example, we can find out in two ways what is sent to Arnoud's team on weekly/monthly basis.