1.  Introduction: 

1.1. Customer Care the 2nd function in customer interaction life cycle within MIP & MCD and it can be defined as the process of ensuring customer satisfaction as well as a focal point of maintaining ongoing customers’ relationships which considered a key to continuing revenue.

1.2. Customer Care section is responsible to handle all types of requests / inquiries / exceptions requested by the customers after the contract is signed till the Handover date. However, before the signed contract phase

Sales & Sales admin departments are the one who is responsible. 

1.3. Also, responsible for handling all complains and escalation from any customers through call center or walk-in inside the branch. 

1.4. The Customer care is a key strategic and operational function who is responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.

1.5. Customer Care policies & procedures outline the service standards and quality that are expected by the customers to be delivered when dealing with Misr Italia and meet customers’ needs with the most efficient & effective ways, and the ultimate fairness.

2.  Objectives:

Customer Care Operations policies and procedures provides a detailed framework for handling, resolving and/or communicating the customers’ standard service requests, inquiries, complaints, special requests and exceptions and the co-ordination with other interrelated departments.

3. Handling Rules & service requests short codes: 

For access the service requests codes for the cases related to customer care click Here 

• If the client ask to paid his installment cash we had to inform the client it should be requested before 30 days from the date of his chq and it is better to create SR to customer care.