Customer Queries Clause Samples
The 'Customer Queries' clause establishes the procedures and expectations for how customer questions or requests for information are to be handled under the agreement. Typically, this clause outlines the channels through which customers can submit their queries, the timeframe within which the service provider must respond, and any limitations on the types of queries addressed. By setting clear guidelines for communication, this clause ensures that customer concerns are addressed efficiently and consistently, thereby improving service quality and reducing misunderstandings.
Customer Queries. The parties agree that it is everyone's responsibility to respond to customer queries as required.
Customer Queries. 13.4.1 The Operator shall ensure that all queries for travel information related to the Services received from customers and members of the public regarding the Services are responded to in a timely manner, without charge to the customer or member of the public.
Customer Queries. Astrologers must answer customer questions calmly and respectfully. Any misuse of customer- provided information, such as sharing it publicly or online, will lead to immediate profile deactivation.
Customer Queries. 6.1 Percentage (%) of meters in query 0% - 2% Supplier monthly MI report
6.2 Percentage (%) of meters in query more than 3 months old 0% - 5% Supplier monthly MI report
6.3 Percentage (%) of enquiries responded to within 2 working days 90% - 100% Supplier monthly MI report
Customer Queries. 5.3.1 If the Supplier receives a Query from the Customer it shall:
(a) Identify whether the Query is:
(i) an Invoicing Query;
(ii) a General Query; or
(iii) a Complaint.
(b) If the Query is:
(i) an Invoicing Query or a General Query, resolve the Query in accordance with sub-clause 5.3.2 below; or
(ii) a Complaint, resolve the Complaint in accordance with sub- clause 5.4 below.
5.3.2 If the Supplier receives an Invoicing Query or a General Query from a Customer, the Supplier shall:
(a) immediately log the Query in its Query Management System;
(b) within two (2) Working Days of receipt of the Query, send the Customer (by email, facsimile or letter) an acknowledgement of receipt of the Query which specifies what steps the Supplier shall take to resolve the Query;
(c) subject to sub-clause 5.3.2(d), use all reasonable endeavours to resolve the Query to the Customer's satisfaction within two (2) Working Days of receipt of the Query;
(d) if the Query is an Invoicing Query, use all reasonable endeavours to resolve the Query to the Customer's satisfaction within two (2) Working Days of receipt of the Query and, if required, the Supplier shall immediately re-issue the amended invoice to the Customer and the Customer shall pay the re-issued invoice in accordance with sub-clause 5.3.4;
(e) if the Query is not resolved to the Customer's satisfaction within two (2) Working Days, provide the Customer with a written response giving the reason why resolution is not possible and a date when full resolution is expected; and
(f) if the Query is not resolved to the Customer's satisfaction within five (5) Working Days of receipt of the Query from the Customer, identify and describe the Query in the weekly Performance Report provided to the Authority.
5.3.3 If either an Invoicing Query or a General Query is not resolved within the timeframes required by sub-clause 5.3.2 above, or is not resolved to the Customer's satisfaction, the Customer may request that the Query be dealt with in accordance with the Complaint resolution process described in sub-clause 5.4 below.
5.3.4 If the Supplier cancels an issued invoice ("Original Invoice") and re-issues the invoice in accordance with sub-clause 5.3.2(d), the Customer shall:
(a) if the re-issued invoice is received by the Customer no less than ten (10) Days prior to the due date of the Original Invoice, pay the amount of the invoice by the due date of the Original Invoice; or
(b) if the re-issued invoice is received by the Customer les...