客户投诉处理程序中英文版CustomerComplaintGuideline.docx

客户投诉处理程序Customer complaint process00114/06/2012发出供审核和批准 Issued for Review & Approval版本/Rev日期(日/月/年) /Date (DD/MM/YY)文件状态/Status编写（签名）/Prepared by (signature)审核（签名）/Reviewed by (signature)批准（签名）/Approved by (signature)文件修订记录/Document Revisions1.0目的 Purpose: 建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理，并采取有效的纠正与预防措施，及时消除产品质量、包装、服务等造成的负面影响，防止类似情况再次发生，提高公司的管理水平和信誉，维护客户利益、提高顾客满意度。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 actions 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 适用范围 Applicable Scope:本程序适用于Tigers所有客户投诉的处理。This procedure is applicable to all customer complaints handling in TIGERS。3.0 定义Definition: N/A4. 0 职责 Responsibility 4.1 销售部负责客户投诉的接收投诉、初步评估、组织其它部门进行会研、汇总各部门纠正措施与并提供反馈。Sales Dept. is responsible for receiving, initiating evaluation, organizing relevant departments to research and make action plan, summarizing corrective actions and provide feedback to customer. 4.2 生产部、物流部或其他相关部门协助销售部回复客户，并提供达到客户满意所需的行动及文件。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 satisfaction. 5.0 程序Procedure 5.1总体要求General Requirement5.1.1.任何顾客的任何有关产品的投诉都要记录在案，无论是信件、传真、E-mail、电话或谈话,任何部门或员工都可以记录投诉并转交给销售部做进一步处理。 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 customer complaints and send them to Sales Dept. for further processing.5.1.2任何投诉必须由销售部或由总经理指派的有关部门展开调查, 直至找出原因，制定解决措施，并采取解决行动，直至问题解决为止。Assigned by Sales Dept. or GM, any complaint should be investigated till the rooted cause found and corrective actions developed by related departments.5.1.3.所有投诉个案完结后必须保留所有文件，以作日后参考。All complaints should be filed and kept after complaint closed for future reference.5.2 客户投诉信息Customer complaint information5.2.1.所有客户针对Tigers的产品、包装、服务等的投诉, 首先由销售助理记录于客户投诉跟踪记录表，信息应包括以下的基本内容:All the customer complaints about products or service should be recorded by sales assistant in Customer Complaint Form. The information should include the basic contents as following:5.2.1.1 客户名称;Customer name5.2.1.2产品名称以及生产批号;Product name and Lot NO.5.2.1.3 投诉日期;Date of Complaint5.2.1.4联系人以及联系方式，包括电话、传真、邮件;Contact person and contact methods including telephone number, FAX and email address.5.2.1.5 投诉类型Complaint type5.2.1.6客户要求完成日期及实际关闭日期Closed date requested by customer and actual closed date5.2.1.7 责任部门,负责人Designated Dept and person5.2.1.8 根本原因及纠正/预防措施Root causes and corrective & preventive methods5.2.1.9 持续改进CI suggestion5.2.2.销售部在接到顾客投诉后，需于24小时内回复给客户以确认已收到此次投诉并提供投诉编号给客户以便其后续跟踪。 Sales Assistant should respond to customer complaint within 24 hours to confirm receiving the complaints and provide complaint No. for customer to follow-up.5.2.3 由销售部经理组织相关部门协同分析投诉事件原因，确定责任归属，提出改善完成最后期限。 Sales manager should organize relevant departments to analyze the cause of complaint, confirm the designated people and dept., and the deadline of correction plan.5.2.4责任人、部门在规定时间内拟定纠正/预防措施，于5.2.3的期限之内完成，并附上改善证据(如：报告，培训记录等)，如遇特殊情况未能在规定时间内完成的，责任人要提前通知销售部未能完成原因及预计能够完成日期,销售部将其以书面/邮件形式通知客户，并继续跟进。The designated people and departments must develop corrective actions and prevention methods before the deadline agreed in 5.2.3, and submit relevant reports or 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 including the reasons and new deadline panned. Sales Department should inform customer that changes and keep on follow-up.5.2.5 纠正/预防措施一经完成，经总经理批准后进行验证确认。Once corrective actions and prevention methods are developed, designated departments carry out tests of such actions and methods before get approval from GM.5.2.6纠正/预防措施经相关部门总经理批准后，销售部即可开始客户发出信函回复客户。Once designated Dept get approval from GM, Sales Dept could reply customer.5.2.7 如果客户有退换货以及赔偿要求，经销售部与客户商议，报总经理进入退换货、付款程序。If customer has claim cargo return or remedy, Sales should negotiate with customer, and then get approval from GM to move to payment procedure and cargo return procedure.5.2.8 在纠正/预防措施验证通过之后，相关部门协同QA修改、制订规程。After corrective actions and prevention methods pass the tests, designated departments will revise procedure or develop n