Customer Relationship Management and Customer Responsibility
Supporting the SDGs Goals
SDGs
Goal 3:
Goal 9:
Goal 11:
Goal and Performance Highlights
Performance Highlights
Challenges and Opportunities
Commitment
Siam Global House Public Company Limited conducts business operations in accordance with the principles of good corporate governance, transparency, and fairness toward all stakeholders. The Company recognizes customers as major stakeholders and places the highest priority on fostering long-term customer satisfaction and trust in a sustainable manner. This commitment is demonstrated through responsible oversight of marketing practices and service delivery across all areas of operation.
The Company has established guidelines requiring employees at all levels to provide accurate, complete, and verifiable information on products and services, without concealing or disseminating misinformation that may cause misunderstandings or affect customers’ decision-making. The Company also places importance on fair communication and respect for customers’ rights at every stage of service. These practices aim to build customer trust, enhance customer engagement, and foster long-term relationships, while supporting the Company’s commitment to social responsibility and sustainable development.
Management Approach and Value Creation
Management Approach
- Ensure accurate, transparent, and fair information for goods and services while protecting consumer rights.
- Enhance product quality and service standards to build customer satisfaction and trust.
- Listen to customer feedback and complaints to drive continuous operational improvement.
- Develop and expand digital sales and service channels to increase customer convenience and accessibility.
- Monitor and assess customer satisfaction to leverage data for sustainable development.
Operating
Customer Responsibility
Pre-Sales Services
The Company places importance on pre-sales services, fair marketing principles, and consumer protection. The procedures are as follows:
- Provide accurate, complete, clear, and verifiable information about products and services to support customers in making appropriate decisions.
- Provide advice on product features, proper usage, limitations, and precautions, including potential risks, together with appropriate safety measures.
- Promote employees to provide advice with primary consideration given to customers’ needs and suitability, in order to build confidence and trust in products and after-sales services.
After-Sales Services
The Company is committed to continuously enhancing after-sales services to ensure customer satisfaction and long-term relationships. The procedures are as follows:
- Provide product delivery and installation services for a wide range of products in accordance with the Company’s standards and conditions, including post-installation warranties.
- Provide repair services for House Brand products in accordance with specified terms and conditions. For products covered under manufacturer warranties, the Company coordinates with manufacturers and monitors on the repair process until completion.
- Establish a product return policy within a specified period, not exceeding 30 days from the purchase date, to enhance customer confidence and reduce purchasing concerns.
- Provide channels for receiving customer complaints and suggestions, which are analyzed and used to continuously improve product quality and service performance.
Customer Satisfaction
The Company has continuously developed and enhanced its customer satisfaction management processes by conducting customer satisfaction surveys and providing various channels for customer feedback, suggestions, and complaints. The information gathered is analyzed and applied to improve products, service development, and overall business processes, thereby increasing operational effectiveness. Through these initiatives, the Company aims to enhance the overall customer experience, build impressions, and foster sustainable customer satisfaction. These efforts contribute to customer trust and encouraging repeat visits on a consistent and long-term basis.
