{"id":16813,"date":"2024-01-05T15:11:04","date_gmt":"2024-01-05T23:11:04","guid":{"rendered":"https:\/\/www.golighthouse.com\/en\/?page_id=16813"},"modified":"2026-05-04T07:58:36","modified_gmt":"2026-05-04T14:58:36","slug":"product-support-request-emea","status":"publish","type":"page","link":"https:\/\/www.golighthouse.com\/en\/product-support-request-emea\/","title":{"rendered":"PRODUCT SUPPORT REQUEST &#8211; EMEA"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"16813\" class=\"elementor elementor-16813\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-25b60ef elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25b60ef\" data-element_type=\"section\" data-e-type=\"section\" 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elementor-element elementor-element-9600115\" data-id=\"9600115\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-de1f4f6 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"de1f4f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-6334751 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6334751\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7f77860\" data-id=\"7f77860\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c7b7561 elementor-widget elementor-widget-html\" data-id=\"c7b7561\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script type=\"text\/javascript\" id=\"jsFastForms\" src=\"https:\/\/sfapi.formstack.io\/FormEngine\/Scripts\/Main.js?d=ffbDz1IbTzzNdbhm86CBmve88q5F8so_Z8DexMfR2vMjA7-WDpxoT_Trf9VtRFqU\"><\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-4d04237 e-flex e-con-boxed e-con e-parent\" data-id=\"4d04237\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ad9cea0 elementor-widget elementor-widget-html\" data-id=\"ad9cea0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 style=\"font-size: 24px;\">M\u00fc\u015fteri \u0130tirazlar\u0131 ve \u015eikayetleri Talimat\u0131<\/h1>\r\n\r\n<h2 style=\"font-size:18px;\">AMA\u00c7<\/h2>\r\n<p>M\u00fc\u015fteri itiraz ve \u015fikayetlerinin ele al\u0131nmas\u0131, de\u011ferlendirilmesi ve sonu\u00e7land\u0131r\u0131lmas\u0131yla ilgili sistemi a\u00e7\u0131klamakt\u0131r.<\/p>\r\n<h2 style=\"font-size:18px;\">TAL\u0130MAT<\/h2>\r\n<p>Anketler, maille\u015fmeler veya s\u00f6zl\u00fc geri bildirimler arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteriden al\u0131nan her t\u00fcrl\u00fc olumsuz geri d\u00f6n\u00fc\u015f \u015fikayet olarak ele al\u0131nmaktad\u0131r. <\/p>\r\n<p>Lighthouse taraf\u0131ndan al\u0131nan \u015fik\u00e2yet\/itiraz (bundan sonra \u015fik\u00e2yet olarak belirtilecektir), \u00f6ncelikle kalite birimi taraf\u0131ndan do\u011frulamaya tabi tutulur. Yap\u0131lan faaliyetlerle ilgili oldu\u011fundan emin olunduktan sonra \u015fik\u00e2yet kay\u0131t alt\u0131na al\u0131narak m\u00fc\u015fteriye \u015fikayetin al\u0131nd\u0131\u011f\u0131 bildirilir ve t\u00fcm de\u011ferlendirme ve kapama s\u00fcreci boyunca m\u00fc\u015fteri bilgilendirmesi devam eder. \u015eikayet de\u011ferlendirme sonucunda bizimle ilgili olmad\u0131\u011f\u0131 karar\u0131 \u00e7\u0131karak faaliyet ba\u015flat\u0131lmazsa da m\u00fc\u015fteri taraf\u0131na \u015fikayet de\u011ferlendirme sonucu mail olarak iletilir. \u015eikayetin al\u0131nd\u0131\u011f\u0131 bildirilirken m\u00fc\u015fteriye \u015fikayet ele alma s\u00fcrecinin nas\u0131l i\u015fledi\u011fiyle ilgili de bilgi ge\u00e7ilmektedir. \u015eikayetin <i>ele al\u0131nmas\u0131 ve<\/i> bildirimleri, \u015fikayete konu olmayan personel<i>\/departman<\/i> taraf\u0131ndan yap\u0131lmaktad\u0131r.<\/p>\r\n<p>Al\u0131nan \u015fikayetin de\u011ferlendirme s\u00fcrecinde yap\u0131lacak faaliyetlere ilgili taraflarla birlikte karar verilmektedir. \u0130lgili faaliyetler belirlenirken, hem \u015fikayetin kapat\u0131lmas\u0131 hem de ayn\u0131 ya da farkl\u0131 firmalardan benzer \u015fikayetlerin  gelmemesi g\u00fcvence alt\u0131na al\u0131nacak \u015fekilde faaliyet belirlenmesine dikkat edilir.<\/p>\r\n<p>\u015eikayetin tan\u0131m\u0131, ilgili firma ve ki\u015filer, karar verilen faaliyetler ve sonu\u00e7 <i>KF.19 \u015eikayet ve \u0130tiraz Formu<\/i> ile kay\u0131t alt\u0131na al\u0131nmaktad\u0131r. \u015eikayet al\u0131nd\u0131\u011f\u0131nda en ge\u00e7 2 g\u00fcn i\u00e7erisinde \u015fikayetin al\u0131nd\u0131\u011f\u0131 ve incelenerek detayl\u0131 bilgi verilece\u011fi \u015fikayeti yapan personele bildirilir. \u015eikayetler \u00f6nem ve aciliyet derecesine g\u00f6re a\u015fa\u011f\u0131daki \u015fekilde s\u0131n\u0131fland\u0131r\u0131l\u0131r ve belirtilen s\u00fcrelerde cevapland\u0131r\u0131lmas\u0131 hedeflenir.<\/p>\r\n<br>\r\n<table cellpadding=\"10\" cellspacing=\"0\" style=\"width:100%; border-collapse: collapse;\" border=\"1\">\r\n    <thead>\r\n        <tr>\r\n            <th>\u015e\u0130KAYET<br>KATEGOR\u0130S\u0130<\/th>\r\n            <th>\u015e\u0130KAYET SINIFLANDIRMA<\/th>\r\n            <th>\u015e\u0130KAYET \u0130LK<br>TEPK\u0130 S\u00dcRES\u0130<\/th>\r\n            <th>\u015e\u0130KAYET AKS\u0130YON<br>BEL\u0130RLEME S\u00dcRES\u0130<\/th>\r\n            <th>\u015e\u0130KAYET GER\u0130<br>B\u0130LD\u0130R\u0130M S\u00dcRES\u0130<\/th>\r\n        <\/tr>\r\n    <\/thead>\r\n    <tbody>\r\n        <tr>\r\n            <td align=\"center\"><b>A<\/b<\/td>\r\n            <td><b>Acil\/Kritik \u015eikayetler:<\/b> Hizmet\/\u00fcretim aksamas\u0131, sa\u011fl\u0131k ve g\u00fcvenlik riskleri<\/td>\r\n            <td align=\"center\"><i>2-6 saat<\/i><\/td>\r\n            <td align=\"center\">1-2 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">3 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n        <tr>\r\n            <td align=\"center\"><b>B<\/td>\r\n            <td><b>Standart \u015eikayetler:<\/b> Hizmet kalitesi, teslimat gecikmesi, yanl\u0131\u015f \u00fcr\u00fcn g\u00f6nderimi<\/td>\r\n            <td align=\"center\"><i>12-24 saat<\/i><\/td>\r\n            <td align=\"center\">4-6 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">7 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n        <tr>\r\n            <td align=\"center\"><b>C<\/td>\r\n            <td><b>\u00d6neri ve Geri Bildirimler:<\/b> S\u00fcre\u00e7  iyile\u015ftirme ve m\u00fc\u015fteri memnuniyetiyle ilgili talepler<\/td>\r\n            <td align=\"center\"><i>2-4 i\u015f g\u00fcn\u00fc<\/i><\/td>\r\n            <td align=\"center\">8-11 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">12 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n    <\/tbody>\r\n<\/table>\r\n<br>\r\n<p>Yap\u0131lan \u015fik\u00e2yetlere ait sonu\u00e7lar ve faaliyetler YGG toplant\u0131lar\u0131nda yeniden ele al\u0131n\u0131r. Faaliyetin yeterli bulunmamas\u0131 durumunda m\u00fc\u015fteri ziyareti d\u00fczenlenir. Her \u015fik\u00e2yet i\u00e7in iyile\u015ftirme f\u0131rsatlar\u0131 aran\u0131r.<\/p>\r\n<p>KT08\/R03\/06.05.2025<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri \u0130tirazlar\u0131 ve \u015eikayetleri Talimat\u0131 AMA\u00c7 M\u00fc\u015fteri itiraz ve \u015fikayetlerinin ele al\u0131nmas\u0131, de\u011ferlendirilmesi ve sonu\u00e7land\u0131r\u0131lmas\u0131yla ilgili sistemi a\u00e7\u0131klamakt\u0131r. 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