客户投诉处理程序中英文版CustomerComplaintGuideline

XXXXX有限公司/ Tigers Co., Ltd.
客户投诉处理程序Customer complaint process
001 14/06/2012
发出供审核和批准Issued for Review & Approval
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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。

The purpose of this procedure is to establish a system to handle customer complaints to
ensure that all customer complaints are handled properly and effectively. By effective
corrective actions and prevention methods, TIGERS is able to 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Tigers所有客户投诉的处理。

This procedure is applicable to all customer complaints handling in TIGERS。

3.0 定义Definition:
N/A
4. 0 职责Responsibility
4.1 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 responsible for receiving, initiating evaluation, organizing relevant departments to research and make action plan, summarizing corrective actions and provide feedback to customer.
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。

Production Department, Supply Chain or other related Depts. should assist Sales Dept. to develop action plans or provide relevant documents which are required and aim to achieve customer satisfaction.
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5.0 程序Procedure
5.1总体要求General Requirement
5.1.1.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。

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 processing.
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。

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 after complaint closed for future reference.
5.2 客户投诉信息Customer complaint information
5.2.1.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:
All the customer complaints about products or service should be recorded by sales assistant in Customer Complaint Form. The information should include the basic contents as following: 5.2.1.1 客户名称;
Customer name
5.2.1.2产品名称以及生产批号;
Product name and Lot NO.
5.2.1.3 投诉日期;
Date of Complaint
5.2.1.4联系人以及联系方式，包括电话、传真、邮件;
Contact person and contact methods including telephone number, FAX and email address.
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5.2.1.5 投诉类型
Complaint type
5.2.1.6客户要求完成日期及实际关闭日期
Closed date requested by customer and actual closed date
5.2.1.7 责任部门,负责人
Designated Dept and person
5.2.1.8 根本原因及纠正/预防措施
Root causes and corrective & preventive methods
5.2.1.9 持续改进
CI suggestion
5.2.2.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。

Sales Assistant should respond to customer complaint within 24 hours to confirm receiving the complaints and provide complaint No. for customer to follow-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。

Sales manager should organize relevant departments to analyze the cause of complaint,
confirm the designated people and dept., and the deadline of correction 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)，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 and prevention
methods before the deadline agreed in 5.2.3, and submit relevant reports or records (E.g.: corrective actions report, training record, etc.) to Sales Department.
If the designated people and departments could not finish the work on time, designated people
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and departments should provide a written explanation including the reasons and new deadline panned. Sales Department should inform customer that changes and keep on follow-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。

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。

Once designated Dept get approval from GM, Sales Dept could reply customer.
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。

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 procedure.
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。

After corrective actions and prevention methods pass the tests, designated departments will revise procedure or develop new procedure.
5．3 以上记录保存期限不少于3年
Above mentioned Record should be filed for no less than 3 years.
6.0质量记录Quality Record
OTC-002-Complaint《客户投诉跟踪记录表》《Customer Complaint Form》
OTC-002-s-complai
nt.xlsx
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7.0作业流程Operation Flow Chart
投诉录入、确认Complaint input and
conirmation
初步调查、确定负责调查部门/人Initial investigation, designate Dept & people in charge of investigation
责任判定Distinguish responsible party
原因分析
Root cause investigation 纠正/预防措施
Develop corrective actions
and prevention methods
客户Customer
核准Approval 纠正/预防措施执行
Implement corrective actions and prevention methods
完成投诉表Finish complaint form No
效果确认
Results confirmation
No
新措施标准化
New SOP implementation END
No.
Yes
Yes
通知客户Notify customer
客户投诉跟踪记录
表
Customer Complaint
Form
赔偿/退换货
分管副总批复Approval
Yes
Yes
退换货程序Cargo return procedure
付款程序Payment procedure 客户投诉处理程序Customer Complaint Procedure
销售部Sales Dept.
责任部门Responsible Dept.
销售部、QA ？Sales Dept. QA ？
销售部、QA ？相关部门
Sales Dept. QA ？ Relevent Dept.
被指定部门Designated Dept.
被指定部门Designated Dept.
分管副总VGM
被指定部门Designated Dept.
被指定部门/销售部
/QA
Designated Dept, Sales
Dept. QA
销售部销售部Sales Dept.
分管副总VGM
销售部销售部, FA, SC Sales Dept. SA,SC
完成投诉表Finish complaint form
通知客户Notify customer
完成投诉表Finish complaint form
通知客户Notify customer
END
被指定部门/QA Designated Dept., QA
销售部销售部销售部No
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8.0. 参考文件Reference
N/A
9.0. 附件Attachments
客户投诉处理流程图。