客户投诉处理规程中英文版CustomerComplaintGuideline(20210427115533)

1、客户投诉处理程序Customer Complai nt SOP00114/06/2012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(sig nature)审核(签名)/Reviewed by(sig nature)批准(签名)/Approved by(sig nature)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

2、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 han died properly and effectivel y. By effective corrective acti ons and prevention methods, TIGERS is able to

3、 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TIGER所有客户投诉的处理。This procedure is applicable to all customer complaints handl

4、ing in TIGERS。3.0 定义 Definition:N/A4. 0 职责 Responsibility4.1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 resp on sible for receivi ng5 i nitiati ng evaluati on, orga nizing releva nt departme nts to research and make action plan，summarizing corrective actions and provide feedback t

5、o customer.4.2生产部、物流部或其他相尖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 SalesDept, to develop actio n plans or provide re leva nt docume nts which are required and aim to achieve customer satisfaction.5.0 程序 Procedure 5.1 总体要求 General Requireme

6、nt5.1.1.任何顾客的任何有尖产品的投诉都要记录在案，无论是信件、传真、E-maik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

7、processing.5.1.2任何投诉必须由销售部或由总经理指派的有尖部门展开调查，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 aft

8、er complaint closed for future ref ere nee.5.2 客户投诉信息 Customer complaint information所有客户针对TIGERS勺产品、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 inCustomer Complaint Form The information should include the basi

9、ccon tents as following:客户名称;Customer name产品名称以及生产批号；Product name and Lot NO.投诉日期；Date of Complaint联系人以及联系方式，包括电话、传真、邮件；Contact pers on and contact methods including teleph one number, FAX and email address.投诉类型Complaint type客户要求完成日期及实际尖闭日期Closed date requested by customer and actual closed date 责任咅

10、 E 门,负责人Designated Dept and person根本原因及纠正/预防措施Root causes and corrective & preventive methods持续改进Cl suggestion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 resp ond to customer complaint within 24 hours to con firm receiving the complaints and provide complaint No. for

11、customer to follow-up.5.2.3由销售部经理组织相尖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 man ager should organize re leva nt departme nts to an alyze the cause ofcomplai nt，con firm the desig nated people and dept., and the deadli ne of correcti on 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)，

12、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 andpreve ntion methods before the deadli ne agreed in 5.2.3, and submit releva nt reports or records(E.g.: corrective actions report, training record, etc.) to

13、Sales Department.If the designated people and departments could not finish the work on time,desig nated people and departments should provide a written expla nation in eluding the reasons and new deadline panned. Sales Department should inforin customer that changes and keep onfollow-up.5.2.5纠正/预防措施

14、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/预防措施经相矢部门总经理批准后，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.527如果客户

15、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 procedure528在纠正/预防措施验证通过之后，相尖部门协同QA修改、制订规程。After corrective acti ons and preve ntion methods pass the tests, desig mated departme nts will revise procedure or develop new p