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The top management of KMCPL ensures that customer focus is established and maintained through the following activities:
Customer requirements are determined and met (Section 7.2.1)
Customer complaints and other customer input / feedback are continually monitored and measured to identify opportunities for improvement (Section 8.2.1).
KMCPL continually looks for other ways to interact directly with individual customers to ensure appropriate attention to their unique needs / expectations is established and maintained
A call centre has been planned to receive and log customer complaints. This centre shall be operational for 12 hours a day. This will be overseen by a dedicated Customer service Cell.
In addition, the company has already installed an e-compliance web-based module which can be accessed by the client. This module gives instant information on the updated audit and compliance reports to the concerned client/(s).
In addition, KMCPL has established an interactive web site to provide customers with quick access to information and points of contact with the company.