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

客户投诉处理程序Customer Complaint SOP

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.

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。

定义Definition:

N/A

4. 0 职责 Responsibility

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.

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.

程序Procedure

总体要求General Requirement

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.

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.

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.

客户投诉信息Customer complaint information

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:

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 person and contact methods including telephone number, FAX and email address.投诉类型

Complaint type

客户要求完成日期及实际关闭日期