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

1、客戶投訴處理程序Customer compla int process00114/06/2012發(fā)岀供審核和批準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(簽名)/Approved by(signature)文件修訂記錄/Document Revisions精選1.0目的 Purpose: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，并 采取有效的糾正

2、與預防措施，及時消除產(chǎn)品質量、包裝、服務等造成的負面影響，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 customercomplaints are handled properly and effectively. By effective corrective actions and prevention methods,TIGERS is able

3、to eliminate negative impacts caused by product quality, package, service etc, and avoid similarsituation 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 procedure is applicable to all customer complaints han

4、dling in TIGERS。3.0定義Definition:N/A4.0職責Responsibility4.1銷售部負責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 andmake action plan, summarizing corrective actions and provide feedback to customer.4

5、.2生產(chǎn)部、物流部或其他相關部門協(xié)助銷售部回復客戶，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 orprovide relevant documents which are required and aim to achieve customer satisfaction.精選5.0程序Procedure5.1總體要求General Requirement5.1.1.任何顧客的任何有

6、關產(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. Anydepartment and employee are entitled to record customer complaints and send them to Sales Dept. for furtherprocessing.5.1.2任

7、何投訴必須由銷售部或由總經(jīng)理指派的有關部門展開調查,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 rooted cause found and correctiveactions developed by related departments.5.1.3.所有投訴個案完結后必須保留所有文件，以作日后參考。All complaints should be filed and kept after complaint clos

8、ed 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，信息應包括以下的基本內(nèi)容:All the customer complaints about products or service should be recorded by sales assistant in CustomerComplaint Form . The information should include the basic content

9、s as following: 5.2.1.1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 email address.5.2.1.5投訴類型Complaint type精選5.2.1.6客戶要求完成日期及實際關閉日期Closed date requested by c

10、ustomer and actual closed date5.2.1.7責任部門,負責人Designated Dept and person5.2.1.8根本原因及糾正/預防措施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)回復給客戶以確認已收到此次投訴并提供投 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 con

11、firm receiving the complaints andprovide complaint No. for customer to follow-up.5.2.3由銷售部經(jīng)理組織相關部門協(xié)同分析投訴事件原因，確定責任歸屬，提出改善完成最 后期限。Sales manager should organize relevant departments to analyze the cause of complaint, confirm the designatedpeople and dept., and the deadline of correction plan.5.2.4責任人、部

12、門在規(guī)定時間內(nèi)擬定糾正/預防措施， 于5.2.3的期限之內(nèi)完成， 并附上改善證據(jù)(如：報告，培訓記錄等)，如遇特殊情況未能在規(guī)定時間內(nèi)完成的，責任人要提前通知銷售部未能完成原因及預計能夠完成日期,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 and prevention methods before thedeadline agreed in 5.2.3, and submit relevant reports or records (E.g.: co

13、rrective actions report, training record,etc.) to Sales Department.If the designated people and departments could not finish the work on time, designated people and departmentsshould provide a written explanation including the reasons and new deadline panned. Sales Department shouldinform customer t

14、hat changes and keep on follow-up.5.2.5糾正/預防措施一經(jīng)完成，經(jīng)總經(jīng)理批準后進行驗證確認。Once corrective actions and prevention methods are developed, designated departments carry out tests of such精選actions and methods before get approval from GM.5.2.6糾正/預防措施經(jīng)相關部門總經(jīng)理批準后，銷售部即可開始客戶發(fā)出信函回復客戶。Once designated Dept get approval f

15、rom 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 then get approval fromGM to move to payme nt procedure and cargo retur n procedure.5.2.8在糾正/預防措施驗證通過之后，相關部門協(xié)同QA修改、制訂規(guī)程。After co

16、rrective actions and preve nti on methods pass the tests, desig nated departme nts will revise procedure ordevelop 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 years.6.0 質量記錄 Quality RecordOTC-002-Complaint客戶投訴跟蹤記錄表 Customer Complaint FormOTC-002-s-complai

17、nt.xlsx精選7.0 作業(yè)流程 Operation Flow Chart客戶投訴處理程序 Customer Complaint Procedure銷售部Sales Dept.銷售部Sales Dept.銷售部Sales Dept.銷售部Sales Dept.客戶投訴跟蹤記錄責任部門Resp on sibleDept.銷售部Sales Dept.表Customer Complai ntForm初步調查、確定負責調查部門/人In itial in vestigati on, desig nate Dept& people in charge of in vestigati on銷售部、QA？Sales Dept.QA？-r責任判定Disti nguishresp on sible party銷售部、QA?相關部門Sales Dept. QA？Releve nt Dep