客户投诉处理流程

客户投诉办理流程目录目的···························································································································1合用范围···················································································································1职责····························································································································1定义····························································································································1客户投诉办理流程说明··························································································2客户投诉产生·······································································································2客户投诉处理········································································································2产品安装调试质量异样处理·········································································2有关记录··············································································································3客户投诉办理流程1．目的规范客户投诉诉苦办理流程和职责，使客户投诉获得实时响应，并经过采纳有效的纠正预防举措实时除去和办理产品无效对客户造成的影响，防备不合格再次发生，保证企业的产质量量和服务信用，博得顾客满意。2．合用范围合用于本企业全部的外面投诉和诉苦。3．职责生产部负责指定安排适合的售后负责人，生产售后负责人负责解决客户投诉和诉苦，并初步剖析造成产品无效的原由及纠正预防举措，生产质检负责对售后负责人解决不了的质量无效问题组织有关人员进行原由剖析及纠正预防举措拟订，生产质检负责对售后记录的保留存档和对拟订的纠正预防举措实行考证。采买部负责售后配件的采买，对因外购件造成的客户投诉采买负责供给商质量索赔。项目部负责与客户交流，协调生产，安排售后计划和追踪售后进度。业务负责将客户投诉反应到项目部，负责采集客户诉苦反应项目或生产质检进行改良。技术部负责售后的技术支持及对客户投诉问题拟订相应标准技术标准和工艺标准等要求。企业其余职能部门负责辅助客户投诉办理。定义客户投诉：企业交托的产质量量质量未能知足客户需求，以致客户产生的投诉抱怨。5．客户投诉办理流程说明客户投诉产生客户因为接受的产品不可以知足其预约的要求或许使用过程中产质量量无效，而提出的相应投诉或诉苦。客户投诉办理业务接到客户投诉后，需与客户进行确认其投诉的相信信息：缺点内容（照片），发生地址、发生数目、发货日期，能否退换货，能否上门售后等，并将有关信息邮件发送项目、生产及抄送有关责任部门；退货由业务主导，退换货由业务通知相关项目经理进行协调办理。项目部接收到业务发送的投诉或许收到客户直接的投诉需上门服务售后时，立刻拟订投诉售后办理计划并将计划邮件发送生产等有关部门。生产接收到项目发送的客户投诉售后计划后依据实质状况实时安排售后负责人进行售后；售后负责人依据项目售后的信息进行初步剖析，考虑解决方案，准备工具和物料，做好售后准备；采买部依据实质状况采买物料。售后负责人对需售后问题初步剖析没法找出解决方案，通知生产质检，生产质检组织有关人员进行评审，找出问题的根来源因及解决方案。售后负责人出差办理客户投诉，项目负责对售后负责人出差时期的进度及办理状况进行追踪确认。售后负责人出差时期的工作内容需实时填写产品售后处理单，并获得客户满意后通知项目按计划返回企业。出差达成后，售后负责人关于填写的产品售后处理单需经项目经理和生产经理确认，关于售后处理单的纠正预防举措有异议的，售后负责人能够通知生产质检，生产质检组织有关人员评审拟订，产品售后处理单达成后交于生产质检保留，生产质检做好保留并成立质量售后档案便于查找及后期的追踪考证。业务部负责售后达成后与客户的关系保护，增添客户售后体验，提高客户满意度。产品安装调试质量异样办理成品发货且需我司派人安装调试的产品，在客户现场安装调试过程中，现场安装调试负责人需对出现质量无效或许不可以知足顾客需求的问题点及客户提出改良的问题点汇总，能够改良的现场立刻整顿，不可以整顿的组织电话会议联系企业有关负责人