客户投诉处理流程

客户投诉处理流程客户投诉处理流程客户投诉处理流程客户投诉处理流程编制仅供参考审核批准生效日期地址：电话：传真:邮编:客户投诉处理流程目录1.目的···························································································································12.适用范围···················································································································13.职责····························································································································14.定义····························································································································15.客户投诉处理流程说明··························································································2客户投诉产生·······································································································2客户投诉处理········································································································2产品安装调试质量异常处理··············································································2相关记录·················································································································3客户投诉处理流程1．目的规范客户投诉抱怨处理流程和职责，使客户投诉得到及时响应，并通过采取有效的纠正预防措施及时消除和处理产品失效对客户造成的影响，防止不合格再次发生，确保公司的产品质量和服务信誉，赢得顾客满意。2．适用范围适用于本公司所有的外部投诉和抱怨。3．职责生产部负责指定安排合适的售后负责人，生产售后负责人负责解决客户投诉和抱怨，并初步分析造成产品失效的原因及纠正预防措施，生产质检负责对售后负责人解决不了的质量失效问题组织相关人员进行原因分析及纠正预防措施制定，生产质检负责对售后记录的保管存档和对制定的纠正预防措施实施验证。采购部负责售后配件的采购，对因外购件造成的客户投诉采购负责供应商质量索赔。项目部负责与客户沟通，协调生产，安排售后计划和跟踪售后进度。业务负责将客户投诉反馈到项目部，负责收集客户抱怨反馈项目或生产质检进行改善。技术部负责售后的技术支持及对客户投诉问题制定相应标准技术标准和工艺标准等要求。公司其他职能部门负责协助客户投诉处理。定义客户投诉：公司交付的产品质量质量未能满足客户需求，致使客户产生的投诉抱怨。5．客户投诉处理流程说明客户投诉产生客户由于接受的产品不能满足其预定的要求或者使用过程中产品质量失效，而提出的相应投诉或抱怨。客户投诉处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：缺陷内容（照片），发生地点、发生数量、发货日期，是否退换货，是否上门售后等，并将相关信息邮件发送项目、生产及抄送相关责任部门；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处理。项目部接收到业务发送的投诉或者收到客户直接的投诉需上门服务售后时，立即制定投诉售后处理计划并将计划邮件发送生产等相关部门。生产接收到项目发送的客户投诉售后计划后根据实际情况及时安排售后负责人进行售后；售后负责人根据项目售后的信息进行初步分析，考虑解决方案，准备工具和物料，做好售后准备；采购部根据实际情况采购物料。售后负责人对需售后问题初步分析无法找出解决方案，通知生产质检，生产质检组织相关人员进行评审，找出问题的根本原因及解决方案。售后负责人出差处理客户投诉，项目负责对售后负责人出差期间的进度及处理情况进行跟踪确认。售后负责人出差期间的工作内容需及时填写产品售后处置单，并得到客户满意后通知项目按计划返回公司。出差完成后，售后负责人对于填写的产品售后处置单需经项目经理和生产经理确认，对于售后处置单的纠正预防措施有异议的，售后负责人可以通知生产质检，生产质检组织相关人员评审制定，产品售后处置单完成后交于生产质检保管，生产质检做好保管并建立品质售后档案便于查找及后期的跟踪验证。业务部负责售后完成后与客户的关系维护，增加客户售后体验，提升客户满意度。产品安装调试质量异常处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失效或者不能满足顾客需求的问题点及客户提出改善的问题点汇总，可以改善的现场立即整改，不能整改的组织电话会议联