Customer Service Management Policy

1. Introduction

At Lohas Beans SAS BIC we are committed to providing excellent customer service and addressing any concerns or issues our customers may have promptly and effectively. This Customer PQR Handling Policy outlines our approach to handling RCCs (Requests, Quejas and Claims Reclamos) to ensure customer satisfaction and continuous improvement.

2. Definitions

• Requests: Formal requests from customers for information, assistance, or services.
• Complaint: Expressions of dissatisfaction from customers regarding our products, services, or interactions.
• Claims: Formal demands for compensation or resolution from customers due to perceived harm, loss, or inconvenience caused by our products or services.

3. Submission of RCCs

Customers can submit PQRs through various channels, including:

Phone: +57 57 318 6126496

4. Handling Process

Upon receipt of Customer Service team follows this process:

• Acknowledgment: We acknowledge receipt of the RCC promptly, providing a reference number for tracking purposes.

• Investigation: We thoroughly investigate the RCC to understand the nature and root cause of the issue.

• Resolution: We work to resolve the RCC promptly and satisfactorily, communicating with the customer throughout the process.

• Follow-up: After resolution, we follow up with the customer to ensure satisfaction and address any further concerns.

5. Timeframe for Handling

We aim to handle RCCs promptly and efficiently. The timeframe for handling may vary depending on the complexity of the issue, but we strive to provide initial acknowledgment within five (5) business days and resolve RCCs within fifteen (15) business days whenever possible.

6. Escalation Procedure

If a RCC cannot be resolved satisfactorily at the initial level, it will be escalated to a higher level of authority within the company for further investigation and resolution.

7. Feedback and Continuous Improvement

We value customer feedback and use it to improve our products, services, and processes continuously. Customers are encouraged to provide feedback on their RCCs handling experience, which we use to identify areas for enhancement.

8. Confidentiality and Data Protection

We treat all RCCs with confidentiality and comply with applicable data protection laws and regulations. Customer information provided in RCCs is handled securely and used only for the purpose of addressing the customer's concerns.

9. Contact Information

If you have any questions or concerns about our Customer Service Management Policy, please contact our Customer Service team at