1. Objective
Ensure high-quality service based on respect, efficiency, and customer satisfaction, by providing timely responses and effective solutions to their needs.

2. Scope
This policy applies to all employees who interact directly or indirectly with customers through any service channel.

3. Service Principles

• Courtesy and Respect: Treat every customer with kindness, patience, and professionalism.

• Efficiency and Speed: Address inquiries and resolve issues in the shortest possible time.

• Clear Communication: Provide accurate and easy-to-understand information.

• Confidentiality: Safeguard customers' personal information in accordance with current regulations.

• Proactivity: Anticipate and resolve potential issues before the customer reports them.

4. Customer Service Channels
Customers can reach us through the following channels:

• Telephone

• Email

• Online chat

• Social media

• In-person service

5. Response Times

• General inquiries: Maximum of 24 business hours.

• Technical issues or complaints: Maximum of 48 business hours with case status updates.

• Urgent requests: Priority attention in the shortest time possible.

6. Handling Claims and Complaints

• Actively listen to the customer's concern.

• Log the case in the internal system.

• Provide an immediate solution when possible.

• If more time is needed, communicate the estimated resolution timeframe.

• Confirm customer satisfaction with the solution provided.

7. Evaluation and Continuous Improvement
Service quality will be continuously monitored through satisfaction surveys and analysis of recurring complaints to optimize customer service processes.