客户投诉处理规程中英文版-Customer-Complaint-Guideline

XXXXX有限公司/TigersCo.,Ltd.第1页共7页客户投诉处理程序CustomerComplaintSOP00114/06/2012发出供审核和批准IssuedforReview&Approval版本/Rev日期(日/月/年)/Date(DD/MM/YY)文件状态/Status编写（签名）/Preparedby(signature)审核（签名）/Reviewedby(signature)批准（签名）/Approvedby(signature)文件修订记录/DocumentRevisionsXXXXX有限公司TIGERSCO.,LTD.客户投诉处理规程版本（Edition）V2012G01编制Preparedby审核Checkedby批准Approvedby日期Date第2页共7页1.0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。Thepurposeofthisprocedureistoestablishasystemtohandlecustomercomplaintstoensurethatallcustomercomplaintsarehandledproperlyandeffectively.Byeffectivecorrectiveactionsandpreventionmethods,TIGERSisabletoeliminatenegativeimpactscausedbyproductquality,package,serviceetc,andavoidsimilarsituationhappeningagain.Thusitensurescustomerbenefitsandimprovescustomersatisfaction.2.0适用范围ApplicableScope:本程序适用于TIGERS所有客户投诉的处理。ThisprocedureisapplicabletoallcustomercomplaintshandlinginTIGERS。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。SalesDept.isresponsibleforreceiving,initiatingevaluation,organizingrelevantdepartmentstoresearchandmakeactionplan,summarizingcorrectiveactionsandprovidefeedbacktocustomer.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。ProductionDepartment,SupplyChainorotherrelatedDepts.shouldassistSalesDept.todevelopactionplansorproviderelevantdocumentswhicharerequiredandaimtoachievecustomersatisfaction.XXXXX有限公司TIGERSCO.,LTD.客户投诉处理规程版本（Edition）V2012G01编制Preparedby审核Checkedby批准Approvedby日期Date第3页共7页5.0程序Procedure5.1总体要求GeneralRequirement5.1.1.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。Anycomplaintshouldberecorded,nomatterinwhatformssuchasletter,fax,email,call,conversationetc.AnydepartmentandemployeeareentitledtorecordcustomercomplaintsandsendthemtoSalesDept.forfurtherprocessing.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。AssignedbySalesDept.orGM,anycomplaintshouldbeinvestigatedtilltherootedcausefoundandcorrectiveactionsdevelopedbyrelateddepartments.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。Allcomplaintsshouldbefiledandkeptaftercomplaintclosedforfuturereference.5.2客户投诉信息Customercomplaintinformation5.2.1.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:AllthecustomercomplaintsaboutproductsorserviceshouldberecordedbysalesassistantinCustomerComplaintForm.Theinformationshouldincludethebasiccontentsasfollowing:5.2.1.1客户名称;Customername5.2.1.2产品名称以及生产批号;ProductnameandLotNO.5.2.1.3投诉日期;DateofComplaint5.2.1.4联系人以及联系方式，包括电话、传真、邮件;Contactpersonandcontactmethodsincludingtelephonenumber,FAXandemailaddress.XXXXX有限公司TIGERSCO.,LTD.客户投诉处理规程版本（Edition）V2012G01编制Preparedby审核Checkedby批准Approvedby日期Date第4页共7页5.2.1.5投诉类型Complainttype5.2.1.6客户要求完成日期及实际关闭日期Closeddaterequestedbycustomerandactualcloseddate5.2.1.7责任部门,负责人DesignatedDeptandperson5.2.1.8根本原因及纠正/预防措施Rootcausesandcorrective&preventivemethods5.2.1.9持续改进CIsuggestion5.2.2.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。SalesAssistantshouldrespondtocustomercomplaintwithin24hourstoconfirmreceivingthecomplaintsandprovidecomplaintNo.forcustomertofollow-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。Salesmanagershouldorganizerelevantdepartmentstoanalyzethecauseofcomplaint,confirmthedesignatedpeopleanddept.,andthedeadlineofcorrectionplan.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。Thedesignatedpeopleanddepartmentsmustdevelopcorrectiveactionsandpreventionmethodsbeforethedeadlineagreedin5.2.3,andsubmitrelevantreportsorrecords(E.g.:correctiveactionsreport,trainingrecord,etc.)toSalesDepartment.Ifthedesignatedpeopleanddepartmentscouldnotfinishtheworkontime,designatedpeopleXXXXX有限公司TIGERSCO.,LTD.客户投诉处理规程版本（Edition）V2012G01编制Preparedby审核Checkedby批准Approvedby日期Date第5页共7页anddepartmentsshouldprovideawrittenexplanationincludingthereasonsandnewdeadlinepanned.SalesDepartmentshouldinformcustomerthatchangesandkeeponfollow-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。Oncecorrectiveactionsandpreventionmethodsaredeveloped,designateddepartmentscarryouttestsofsuchactionsandmethodsbeforegetapprovalfromGM.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。OncedesignatedDeptgetapprovalfromGM,SalesDeptcouldreplycustomer.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。Ifcustomerhasclaimcargoreturnorremedy,Salesshouldnegotiatewithcustomer,andthengetapprovalfromGMtomovetopaymentprocedureandcargoreturnprocedure.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。Aftercorrectiveactionsandpreventionmethodspassthetests,designateddepartmentswillreviseprocedureordevelopnewprocedure.5．3以上记录保存期限不少于3年AbovementionedRecordshouldbefiledfornolessthan3years.6.0质量记录QualityRecordOTC-002-Complaint《客户投诉跟踪记录表》《CustomerComplaintForm》CustomerComplaintForm.xlsxXXXXX有限公司TIGERSCO.,LTD.客户投诉处理规程版本（Edition）V2012G01编制Preparedby审核Checkedby批准Approvedby日期Date第6页共7页7.0作业流程OperationFlowChart投诉录入、确认Complaintinputandconirmation初步调查、确定负责调查部门/人Initialinvestigation,designateDept&peopleinchargeofinvestigation责任判定Distinguishresponsibleparty原因分析Rootcause