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Spirox places great importance on customer service management as well as customer relations and communication. Through regular and ad hoc meetings and visits, along with quarterly and monthly performance reviews or audits, Spirox seeks to establish strong cooperative relationships with our customers and to ensure mutual synergy in business operations.
To provide timely and localized customer support, Spirox has designated customer service personnel and service contact windows in Taiwan, Shanghai, and Suzhou. These service windows are responsible for supporting customers in the planning and implementation of environmental management, social responsibility, and hazardous substance control initiatives.
In addition, Spirox promptly provides necessary and sufficient information to meet the requirements of customers and relevant public authorities, and cooperates with customers in the implementation of corporate social responsibility (CSR) programs, including required activities, surveys, verifications, audits, and related data collection.
Spirox values customer feedback and opinions. In addition to communicating with the Spirox through the message system on the Spirox website or other contact channels, Spirox has established a customer complaint management procedure to safeguard customer rights and interests.
The customer complaint management procedure includes the following steps:
- Upon receipt of a customer complaint, the service contact window shall promptly accept the complaint, fully record the details, and notify the relevant responsible departments.
- The relevant responsible department shall provide the customer with an initial response or update on the handling progress within one business day after receiving the complaint.
- The relevant department shall conduct an investigation to clarify the facts and causes of the complaint.
- The relevant department shall complete its analysis within five business days and propose handling results, corrective actions, or remedial measures.
- The handling results shall be communicated to the customer and the customer’s level of satisfaction shall be confirmed. If the customer expresses dissatisfaction, the reasons shall be identified and the case shall be reopened for continued handling until improvement is completed or the case is closed.
Spirox’s customer communication and complaint contact information is as follows: