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Customer Relationship Management

Customer Relationship Managemen

      TSC has formulated “Customer Complaints Handling Guidelines” to provide transparent and effective consumer complaint procedures to handle complaints from customers and clients in a fair and immediate manner. In addition, “Customer Opinion Management System” was established to gather customer feedback. The feedback would be dealt with quickly, and statistics and analysis could be conducted through the internal network as a reference for all units as reference for operations and improvement. At the same time, we set up various communication channels such as TSC Fan Page, Customer Service Line (0800-026-168), and online customer service mailbox (tsc01@taisugar.com.tw). In addition, the designated person will answer the questions for customers and respond to suggestions and customer complaints.

      In order to grasp customer inquiry information, TSC has set targets for customer satisfaction in all units according to the business characteristics, and the "Customer Satisfaction Survey Questionnaire" has been set up to conduct customer satisfaction surveys at least once a year for the implementation of relevant business operations. The results of the survey are also reviewed and analyzed and improvement measures are formulated by relevant units. In cooperation with State Enterprise Commission, MOEA, TSC has entrusted an impartial third party to conduct the “Customer Satisfaction Surveys”. The score for customer satisfaction survey in 2018 was 94.35 points and the results of the survey and recommendations were submitted to TSC as a reference for improvement.

      In addition to providing excellent quality products and services to consumers, TSC also provides the best protection for personal data provided by consumers. In order to ensure the privacy of consumers, the "Personal Data Protection Executive Team" was established and the "Guidelines for TSC Personal Data Protection Management" was formulated. The “Personal Data Protection Operation Manual” was compiled based on the "Personal Information Protection Act", "Enforcement Rules of the Personal Information Protection Act" and "Guidelines for TSC Personal Data Protection Management” to supervise the implementation of personal data protection and security measures by all units and to prevent personal data leak. In 2018, there were no incidents of infringement of customer privacy rights and loss of customer data.

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