客戶投訴處理程序中英文版CustomerComplaintGuideline

1、XXXXX 有限公司 / Tigers Co., Ltd.客戶投訴處理程序Customer compla int process第1頁共10頁00114/06/2012發(fā)岀供審核和批準(zhǔn)Issued for Review & Approval版本/Rev日期(日/月/年)/Date(DD/MM/YY)文件狀態(tài)/Status編寫(簽名)/Prepared by(signature)審核(簽名)/Reviewed by (signature)批準(zhǔn)(簽名)/Approved by(signature)文件修訂記錄/Document Revisions1.0 目的 Purpose :，并采取有效

2、建立一個客戶投訴處理的系統(tǒng)以確保所有客戶投訴得到及時有效的處理的糾正與預(yù)防措施 ，及時消除產(chǎn)品質(zhì)量 、包裝 、服務(wù)等造成的負(fù)面影響 ，防止類似情 況再次發(fā)生 ， 提高公司的管理水平和信譽 ，維護客戶利益 、提高顧客滿意度 。The purpose of this procedure is to establish a system to handle customer complaints to ensure that all customer complaints are handled properly and effectively. By effective corrective ac

3、tions and prevention methods, TIGERS is able to eliminate negative impacts caused by product quality, package, service etc, and avoid similar situation happening again. Thus it ensures customer benefits and improves customer satisfaction.2.0 適用范圍 Applicable Scope :本程序適用于 Tigers 所有客戶投訴的處理 。This proce

4、dure is applicable to all customer complaints handling in TIGERS。3.0 定義 Definition:N/A4. 0 職責(zé) Responsibility4.1 銷售部負(fù)責(zé)客戶投訴的接收投訴 、初步評估 、 組織其它部門進行會研 、匯總各部門糾 正措施與并提供反饋 。Sales Dept. is responsible for receiving, initiating evaluation, organizing relevant departments to research and make action plan, summ

5、arizing corrective actions and provide feedback to customer.4.2 生產(chǎn)部 、物流部或其他相關(guān)部門協(xié)助銷售部回復(fù)客戶 ，并提供達到客戶滿意所需的行動及文件 。Production Department, Supply Chain or other related Depts. should assist Sales Dept.to develop action plans or provide relevant documents which are required and aim to achieve customer satis

6、faction.5.0 程序 Procedure5.1 總體要求 General Requirement5.1.1. 任何顧客的任何有關(guān)產(chǎn)品的投訴都要記錄在案， 無論是信件 、傳真 、 E-mail 、 電話或談話 ,任何部門或員工都可以記錄投訴并轉(zhuǎn)交給銷售部做進一步處理。Any complaint should be recorded, no matter in what forms such as letter, fax, email,call, conversation etc. Any department and employee are entitled to record cus

7、tomercomplaints and send them to Sales Dept. for further processing.5.1.2 任何投訴必須由銷售部或由總經(jīng)理指派的有關(guān)部門展開調(diào)查 , 直至找出原因 ， 制定解決措施 ，并采取解決行動 ， 直至問題解決為止 。Assigned by Sales Dept. or GM, any complaint should be investigated till the rootedcause found and corrective actions developed by related departments.所有投訴個案完結(jié)后

8、必須保留所有文件， 以作日后參考 。All complaints should be filed and kept after complaint closed for future reference.5.2 客戶投訴信息 Customer complaint information5.2.1. 所有客戶針對 Tigers 的產(chǎn)品 、包裝 、服務(wù)等的投訴 , 首先由銷售助理記錄于 客戶投訴跟蹤記錄表 ，信息應(yīng)包括以下的基本內(nèi)容 :All the customer complaints about products or service should be recorded by salesa

9、ssistant in Customer Complaint Form . The information should include the basiccontents as following:客戶名稱 ;Customer name5.2.1.2 產(chǎn)品名稱以及生產(chǎn)批號 ;Product name and Lot NO.5.2.1.3 投訴日期 ;Date of Complaint5.2.1.4 聯(lián)系人以及聯(lián)系方式 ，包括電話 、傳真、郵件 ;Contact person and contact methods including telephone number, FAX and ema

10、iladdress.5.2.1.5 投訴類型Complaint type5.2.1.6 客戶要求完成日期及實際關(guān)閉日期Closed date requested by customer and actual closed date5.2.1.7 責(zé)任部門 ,負(fù)責(zé)人Designated Dept and person5.2.1.8 根本原因及糾正 / 預(yù)防措施Root causes and corrective & preventive methods5.2.1.9 持續(xù)改進CI suggestion5.2.2. 銷售部在接到顧客投訴后 ，需于 24 小時內(nèi)回復(fù)給客戶以確認(rèn)已收到此次投訴

11、并提供投訴編號給客戶以便其后續(xù)跟蹤 。Sales Assistant should respond to customer complaint within 24 hours to confirmreceiving the complaints and provide complaint No. for customer to follow-up.由銷售部經(jīng)理組織相關(guān)部門協(xié)同分析投訴事件原因， 確定責(zé)任歸屬 ， 提出改善完成最后期限 。Sales manager should organize relevant departments to analyze the cause ofcompla

12、int, confirm the designated people and dept., and the deadline of correctionplan.責(zé)任人、部門在規(guī)定時間內(nèi)擬定糾正 /預(yù)防措施，于 的期限之內(nèi)完成 ，并附上改 善證據(jù) (如：報告 ，培訓(xùn)記錄等 )，如遇特殊情況未能在規(guī)定時間內(nèi)完成的，責(zé)任人要提前通知銷售部未能完成原因及預(yù)計能夠完成日期,銷售部將其以書面 / 郵件形式通知客戶并繼續(xù)跟進 。The designated people and departments must develop corrective actions andprevention method

13、s before the deadline agreed in and submit relevant reportsor records (E.g.: corrective actions report, training record, etc.) to Sales Department.If the designated people and departments could not finish the work on time,designated people and departments should provide a written explanation includi

14、ngthe reasons and new deadline panned. Sales Department should inform customerthat changes and keep on follow-up.5.2.5 糾正 / 預(yù)防措施一經(jīng)完成 ， 經(jīng)總經(jīng)理批準(zhǔn)后進行驗證確認(rèn) 。Once corrective actions and prevention methods are developed, designateddepartments carry out tests of such actions and methods before get approval fr

15、omGM.5.2.6 糾正 /預(yù)防措施經(jīng)相關(guān)部門總經(jīng)理批準(zhǔn)后 ，銷售部即可開始客戶發(fā)出信函回復(fù)客戶 。Once designated Dept get approval from GM, Sales Dept could reply customer.5.2.7 如果客戶有退換貨以及賠償要求 ， 經(jīng)銷售部與客戶商議 ， 報總經(jīng)理進入退換貨 、付 款程序 。If customer has claim cargo return or remedy, Sales should negotiate with customer,and the n get approval from GM to move

16、 to payme nt procedure and cargo retur n procedure.在糾正/預(yù)防措施驗證通過之后，相關(guān)部門協(xié)同 QA修改、制訂規(guī)程。After corrective actions and preve ntio n methods pass the tests, desig nated departme nts will revise procedure or develop new procedure.5 . 3以上記錄保存期限不少于3年Above mentioned Record should be filed for no less than 3 yea

17、rs.6.0 質(zhì)量記錄 Quality RecordOTC-002-Complaint客戶投訴跟蹤記錄表 Customer Complaint FormOTC-002-s-complai nt.xlsx7.0 作業(yè)流程 Operation Flow Chart客戶投訴處理程序 Customer Complaint Procedure銷售部Sales Dept.通知客戶Notify customer投訴錄入、確認(rèn)Compla int in put and con irmati on客戶Customer客戶投訴跟蹤記錄責(zé)任部門Resp on sible Dept.表Customer Complai

18、 ntForm銷售部Sales Dept.銷售部Sales Dept.完成投訴表Fi nishcompla int formNo.銷售部通知客戶Sales Dept.Notify customer1L銷售部完成投訴表Sales Dept.Fi nishcompla int formEND*No賠償/退換貨.YesYes分管副總VGM銷售部，F(xiàn)A, SCSales Dept. SA,SC銷售部Sales Dept.銷售部Sales Dept.分管副總批復(fù)Approval付款程序Payme ntprocedure退換貨程序Cargo returnprocedure完成投訴表Fi nishcompla int form通知客戶Notify customer初步調(diào)查、確定負(fù)責(zé)調(diào)查部門/人In i