Handling Complaint处理投诉程序
投诉处理流程及方式
投诉处理流程及方式英文回答：Complaint Handling Process and Methods.Step 1: Receive and Acknowledge Complaint.The first step in the complaint handling process is to receive and acknowledge the complaint. This can be done through various channels, such as phone, email, social media, or in person. Upon receiving the complaint, the organization should promptly acknowledge receipt and inform the complainant that their complaint will be investigated.Step 2: Investigate the Complaint.The next step is to investigate the complaint. This involves gathering all relevant information and evidence to determine the facts of the case. The investigation may involve interviewing the complainant, the employee(s)involved, and any other relevant parties. The organization should also review any relevant documentation, such as contracts, emails, or policies.Step 3: Determine the Cause of the Complaint.Once the investigation is complete, the organization should determine the cause of the complaint. This may involve identifying any errors or mistakes that were made, any violations of policies or procedures, or any other factors that contributed to the complainant's dissatisfaction.Step 4: Develop a Resolution.Based on the findings of the investigation, the organization should develop a resolution to the complaint. This may involve providing a refund, replacing a defective product, or taking disciplinary action against an employee. The resolution should be fair and equitable to both the complainant and the organization.Step 5: Communicate the Resolution.Once the resolution has been developed, the organization should communicate it to the complainant. This should be done in a clear and concise manner, and the complainant should be given the opportunity to ask questions or provide feedback.Step 6: Follow Up.After the resolution has been communicated, the organization should follow up with the complainant to ensure that they are satisfied with the outcome. This may involve sending a follow-up email or phone call, or scheduling a meeting to discuss the matter further.Methods of Complaint Handling.There are a variety of methods that organizations can use to handle complaints. These include:Formal Complaint Handling: This involves following astructured process, such as the one outlined above. Formal complaint handling is typically used for serious or complex complaints.Informal Complaint Handling: This involves handling complaints in a more flexible and less formal manner. Informal complaint handling is typically used for minor or less serious complaints.Online Complaint Handling: This involves using online tools, such as a complaint form or email address, to receive and manage complaints. Online complaint handling is becoming increasingly popular due to its convenience and efficiency.Multi-Channel Complaint Handling: This involves using a combination of different channels to receive and manage complaints. Multi-channel complaint handling allows organizations to provide their customers with a variety of options for submitting their complaints.中文回答：投诉处理流程和方式。
小饭桌投诉处理流程
小饭桌投诉处理流程英文回答：Complaint Handling Procedure for After-School Programs.1. Receive Complaint.The complaint can be received in various ways, such as phone call, email, or face-to-face conversation.The person receiving the complaint should acknowledge receipt and document the details of the complaint including the date, time, method of communication, and a brief description of the issue.2. Investigate Complaint.The designated staff member should investigate the complaint promptly and thoroughly.This may involve interviewing the individuals involved, reviewing relevant documents, and gathering any other necessary information.The investigation should be conducted fairly and objectively to ensure a comprehensive understanding of the situation.3. Determine Validity.Based on the investigation, the staff member should determine whether the complaint is valid.If the complaint is found to be valid, the staff member should proceed to step 4.If the complaint is found to be invalid, the staff member should provide a written response explaining the rationale for the determination and any recommended actions for the complainant.4. Develop Resolution Plan.If the complaint is valid, the staff member shouldwork with the complainant to develop a resolution plan.The resolution plan should be tailored to the specific complaint and should be mutually acceptable to both parties.The resolution plan should be documented in writingand include a timeline for implementation.5. Implement Resolution Plan.The staff member should implement the agreed-upon resolution plan in a timely and efficient manner.The staff member should keep the complainant informedof the progress of the implementation.6. Evaluate Resolution.Once the resolution plan has been implemented, thestaff member should evaluate its effectiveness.This may involve checking in with the complainant to ensure that the issue has been resolved to their satisfaction.The staff member should document the evaluation and make any necessary adjustments to the resolution plan as needed.7. Communicate Resolution.The staff member should communicate the resolution of the complaint to all relevant parties including the complainant, staff involved, and any other individuals who need to be informed.The communication should be clear and concise and should provide a brief summary of the complaint, the investigation findings, and the resolution plan.中文回答：小饭桌投诉处理流程。
投诉处理流程及方式
投诉处理流程及方式（中英文版）**Complaint Handling Process and Methods****投诉处理流程及方式**Here at ABC Corporation, we take all customer complaints seriously.Our complaint handling process is designed to ensure that every concern is addressed promptly and effectively.在我们ABC公司，我们非常重视所有的客户投诉。
我们的投诉处理流程旨在确保每一个关注点都能得到迅速和有效的解决。
Upon receiving a complaint, our customer service team will acknowledge it immediately and assign a unique case number for easy tracking.We aim to provide a personalized response within 24 hours.收到投诉后，我们的客服团队会立即确认并分配一个唯一的案件编号以便跟踪。
我们致力于在24小时内提供个性化的回复。
Our team will then conduct a thorough investigation to understand the root cause of the issue.We use a structured problem-solving approach to ensure that all possible factors are considered.然后我们的团队将进行彻底的调查，以了解问题的根本原因。
我们采用结构化的问题解决方法，确保考虑所有可能的因素。
Once the investigation is complete, we will develop an appropriate solution based on the findings.We strive to resolve complaints in a way that satisfies both the customer and the company.一旦调查完成，我们将根据调查结果制定合适的解决方案。
有效处理客户投诉的流程
有效处理客户投诉的流程英文回答：Effective Complaint Handling Process.An effective complaint handling process is essential for any business that wants to maintain customer satisfaction and build strong customer relationships. A well-structured process can help businesses resolve complaints quickly and efficiently, minimize the negative impact on customer loyalty, and identify opportunities for improvement.Key Steps in an Effective Complaint Handling Process:1. Acknowledge the Complaint:Acknowledge the complaint promptly and courteously. This can be done through a phone call, email, or written response. Let the customer know that you have receivedtheir complaint and that you are taking it seriously.2. Gather Information:Gather all necessary information to fully understand the complaint. This may involve asking the customer for additional details or conducting an investigation. It is important to obtain both the customer's perspective and any relevant facts.3. Evaluate the Complaint:Once you have gathered all the information, evaluate the complaint to determine its validity and scope. This may involve consulting with other departments or subject matter experts. It is important to be objective and fair in your evaluation.4. Develop a Resolution:Develop a resolution that is both acceptable to the customer and in line with the company's policies. This mayinvolve offering a refund, replacement, or other form of compensation. It is important to explain the resolution clearly and thoroughly to the customer.5. Implement the Resolution:Implement the resolution promptly and efficiently. This may involve processing a refund, sending out a replacement product, or taking other necessary actions. It is important to follow up with the customer to ensure that theresolution has been implemented satisfactorily.6. Document the Complaint:Document the complaint and its resolution thoroughly. This will help the business track complaints, identify trends, and make improvements to the complaint handling process.7. Follow Up:Follow up with the customer after the complaint hasbeen resolved to ensure their satisfaction. This can be done through a phone call, email, or written communication. It is an opportunity to build goodwill and strengthen the customer relationship.Best Practices for Complaint Handling:Be empathetic and understanding.Respond promptly to complaints.Listen actively to customer concerns.Gather all necessary information.Be objective and fair in evaluating complaints.Develop resolutions that are both acceptable to the customer and the business.Implement resolutions promptly and efficiently.Document complaints and resolutions thoroughly.Follow up with customers after complaints have been resolved.中文回答：有效的客户投诉处理流程。
客户投诉处理流程(中英文对照)模板
客户投诉处理流程（中英文对照）模板客户投诉处理流程 (中英文对照)Complaint Handling Procedure for Customers1. 描述 (Description)客户投诉是每个企业经营中都可能遇到的情况。
有效处理客户投诉对于维护良好的客户关系以及提升企业形象都具有重要意义。
本文将介绍客户投诉处理流程，并提供一份中英文对照的模板供参考。
Customer complaints are a common occurrence in any business. Handling customer complaints effectively is crucial for maintaining good customer relations and enhancing the company's image. This article will introduce the process of handling customer complaints and provide a template in both Chinese and English for reference.2. 投诉接收 (Complaint Reception)2.1 中文 (Chinese):当客户提出投诉时，我们需要确保投诉能够被及时接收并记录下来。
以下是投诉接收的步骤：1. 接听客户投诉电话或接收投诉邮件。
2. 节录客户的投诉内容，包括具体的细节和涉及的人员或事物。
3. 向客户确认投诉的准确性，以确保我们理解问题的真正原因。
4. 向客户说明我们对于投诉的重视程度，并告知他们我们将尽快处理此事。
2.1 英文 (English):When a customer lodges a complaint, it is important to ensure that the complaint is received and recorded in a timely manner. The following are the steps for complaint reception:1. Answer the customer's complaint call or receive the complaint email.2. Summarize the details of the customer's complaint, including specific incidents and individuals or entities involved.3. Confirm the accuracy of the complaint with the customer to ensure a proper understanding of the root cause of the problem.4. Express the company's commitment to addressing the complaint and inform the customer that the matter will be dealt with as soon as possible.3. 投诉调查 (Complaint Investigation)3.1 中文 (Chinese):投诉调查是核实和了解投诉背后原因的关键步骤。
银监投诉处理流程
银监投诉处理流程Handling complaints in the banking and financial industry is crucial for maintaining customer satisfaction and trust. 银行和金融业处理投诉对于维护客户满意度和信任至关重要。
When a customer files a complaint to the banking regulatory authority, such as the China Banking Regulatory Commission (CBRC), there is a specific process that needs to be followed. 当客户向银行监管机构，如中国银行监管委员会（CBRC）提出投诉时，需要遵循一个特定的流程。
This process involves several steps and must be carefully followed to ensure that the complaint is resolved satisfactorily. 这个流程涉及到几个步骤，并且必须仔细遵循以确保投诉得到满意的解决。
Firstly, it is important for the customer to gather all relevant documentation and evidence to support their complaint. 首先，客户要收集所有相关文件和证据来支持他们的投诉。
This could include bank statements, correspondence with the bank, and any other relevant information that can help to substantiate the complaint. 这可能包括银行对账单、与银行的通信以及任何其他有助于证实投诉的相关信息。
商品质量投诉处理流程
商品质量投诉处理流程英文回答：Product Quality Complaint Handling Process.Step 1: Receive and Acknowledge Complaint.Receive the complaint through designated channels (phone, email, chat, etc.).Acknowledge the complaint promptly, thanking the customer for their feedback.Gather relevant information, including order number, product details, and issue description.Step 2: Investigate the Complaint.Conduct a thorough investigation to determine the root cause of the issue.Review product specifications, manufacturing records, and customer usage patterns.Consult with the technical team, if necessary, for expert analysis.Step 3: Analyze the Findings.Analyze the investigation results to identify the underlying issue.Determine whether the issue is related to the product design, manufacturing, or customer usage.Assess the severity of the issue and its potential impact on customer satisfaction.Step 4: Develop and Implement Resolution.Based on the analysis, develop a resolution that addresses the customer's complaint effectively.This may involve replacing the defective product, issuing a refund, or providing a repair service.Implement the resolution promptly and keep the customer informed throughout the process.Step 5: Follow-up and Close Complaint.Follow up with the customer after implementing the resolution to ensure satisfaction.Gather feedback on the resolution and make necessary adjustments to the complaint handling process.Close the complaint and document all relevant information for future reference.Best Practices for Complaint Handling.Be responsive and attentive. Customers expect their complaints to be handled promptly and professionally.Listen actively and empathize. Show that you understand the customer's perspective and value their feedback.Apologize and acknowledge responsibility. Even if the issue is not directly caused by the company, express regret for the inconvenience and inconvenience.Offer a resolution that is fair and equitable. Balance the needs of the customer with the company's policies and procedures.Document and review complaints regularly. Identify trends and areas for improvement in the product development and customer support processes.中文回答：商品质量投诉处理流程。
顾客投诉处理流程及注意事项
顾客投诉处理流程及注意事项英文回答：Customer Complaint Handling Process.1. Acknowledgement.Promptly acknowledge the complaint.Thank the customer for bringing it to your attention. Apologize for any inconvenience caused.2. Gathering Information.Collect all relevant details about the complaint.Ask open-ended questions to understand the customer's perspective.Document the conversation or interaction.3. Investigation.Conduct a thorough investigation into the matter.Identify any root causes or contributing factors.Consult with relevant stakeholders if necessary.4. Resolution.Develop a reasonable and satisfactory solution.Explain the solution to the customer clearly.Obtain the customer's agreement to the solution.5. Implementation.Implement the agreed-upon solution in a timely manner.Keep the customer informed throughout the implementation process.6. Follow-up.Contact the customer after the solution has been implemented.Ensure that the customer is satisfied with the outcome.Collect feedback to identify areas for improvement.Cautions.Stay calm and professional: Even if the customer is upset, it's important to remain composed and respectful.Listen attentively: Allow the customer to fullyexpress their concerns without interruption.Avoid defensiveness: Don't blame the customer or make excuses. Instead, focus on understanding their perspective.Be honest and transparent: If you don't have asolution immediately, don't make promises you can't keep.Document everything: Keep a record of all interactions and communication related to the complaint.中文回答：顾客投诉处理流程及注意事项。
如何处理顾客投诉处理方法英语作文
如何处理顾客投诉处理方法英语作文Handling Customer ComplaintsWhen it comes to handling customer complaints, it is important to have a systematic approach in place. Here are some steps to effectively deal with customer complaints:1. Listen to the Customer: The first step in handling a customer complaint is to listen to what the customer has to say. Allow them to express their concerns and make sure to pay attention to the details of their complaint.2. Apologize: Regardless of whether the customer's complaint is valid or not, it is important to apologize for the inconvenience they have experienced. This shows the customer that their feelings are acknowledged and valued.3. Investigate the Issue: After listening to the customer's complaint, it is important to investigate the issue to understand what went wrong. This may involve speaking to other staff members, reviewing records, or examining the product or service in question.4. Offer a Solution: Once the issue has been identified, it is important to offer a solution to the customer. Thiscould involve providing a refund, a replacement product, or a discount on future purchases. The key is to provide a resolution that meets the customer's needs and leaves them satisfied.5. Follow Up: After the complaint has been resolved, it is important to follow up with the customer to ensure that they are satisfied with the solution. This demonstratesthat the company values the customer's feedback and is committed to providing excellent service.中文：处理顾客投诉的方法当处理顾客投诉时，有一个系统性的方法是非常重要的。
客户投诉处理customer complaint handling
们 们共 家工
识 果 ！
跟踪客户 是否满意
给客户一 个处理结果
收集更 多信息重复记Βιβλιοθήκη 适当解释处理客户投诉的要点
• 要成功的 处理客户 投诉， 投诉，首 先要找到 最适合的 方式与客 户交流
• 有的客户在投 诉时会表现出 烦恼，失望， 烦恼，失望， 愤怒甚至破口 大骂， 大骂，请不要 把这些现象理 解成是对你个 人的不满
一项关于客户投诉的统计数据
客户对产品或服务不满意，只有4% 4%会选 1. 客户对产品或服务不满意，只有4%会选 择告诉公司 提出抱怨而问题获得迅速解决者， 2. 提出抱怨而问题获得迅速解决者，有82% 会继续上门 不满意也不吭声的客户中， 65%3. 不满意也不吭声的客户中，有65%-90% 的不会再上门
客户投诉时心理分析
1. 2. 3. 4. 5. 6. 希望被重视 希望得到认真的对待 希望有人聆听 希望有反应， 希望有反应，有行动 希望得到补偿 希望被认同， 希望被认同，被尊重
投诉处理禁忌
立刻与客户摆道理 急于得出结论 一味的道歉 这是常有的事 应先听， 应先听，后讲 应先解释， 应先解释，不要直接得出结论 是谁的错 道歉不是办法， 道歉不是办法，解决客户的问 题是关键 不要让客户认为这是普遍性
Complaint is treasure
-----客户投诉处理 -----客户投诉处理 Customer Complaint Handling
学习客户投诉处理的目的
1. 帮助大家正确处理可能发生的客户投诉 2. 降低工作中客户的投诉率 3. 提高工作效率
客户为什么抱怨？ 客户为什么抱怨？
朋友的口碑+服务承诺+客户的需求= 朋友的口碑+服务承诺+客户的需求=客户的期望 高品质的商品+服务承诺+规范化作业= 高品质的商品+服务承诺+规范化作业=实际的服务 实际提供的服务>客户的期望实际提供的服务>客户的期望- - -客户很满意 实际提供的服务=客户的期望实际提供的服务=客户的期望- - -客户基本满意 实际提供的服务<客户的期望实际提供的服务<客户的期望- - -客户不满意
HandlingComplaint处理投诉程序
HandlingComplaint处理投诉程序2. It i my reponibility to olve problem when guet ak me for help.当客人寻求帮助时为他们解决问题是我的职责。
3. Thi can increae our GT.这能提高客人的评价。
4. When we do our job well, it how we are profeional.如果我能将工作做得很好，这能表达出我们的专业水准。
- Write down key detail.记录下关键的细节。
Never blame workmate. 不能责怪同事。
Why do I need to apologize if it wa not my mitake 为什么不是我犯的错也仍要向客人抱歉呢？ Why hould I not blame a colleague 为什么我不能责备同事呢？ 3) Take immediate action 立即采取行动 Tell the guet immediately what action you are going to take. 立即告诉客人你将怎么做。
Never promie to do omething that the hotel cannot carry out or you are unure about.. 不要向客人承诺酒店没有执行的或是你不确定的东西。
WHAT/ TEP 步骤 HOW/ TANDARD 如何做/标准 TRAINING QUETION 培训问题 4) Follow up 跟进 Make ure that the action ha been taken and that the guet iatified. 确保解决方式能让客人满意。
举报投诉信的办理流程
举报投诉信的办理流程Filing a complaint or report letter is an important process for addressing issues or concerns. 举报投诉信是解决问题或关注事项的重要流程。
It is essential to follow a proper and systematic process in handling these complaints. 针对这些投诉，遵循正确的系统流程是非常重要的。
First and foremost, the individual should gather all relevant information and evidence to support the complaint.首先，个人应收集所有相关信息和证据来支持投诉。
This may include keeping records of communication, documenting specific incidents, or gathering witness statements. 这可能包括保留通信记录，记录特定事件，或收集证人证词。
Once the necessary information has been collected, the next step is to address the appropriate authority or organization responsible for handling the complaint. 一旦收集了必要的信息，下一步是向负责处理投诉的相关机构或组织提出。
This could be a government agency, regulatory body, or the internal complaints department of a company or organization. 这可能是政府机构，监管机构，或是公司或组织的内部投诉部门。
证监会投诉案件流程
证监会投诉案件流程The process of handling complaints by the China Securities Regulatory Commission (CSRC) is a crucial aspect of ensuring fair and transparent financial markets. 证监会处理投诉案件的流程是确保金融市场公平和透明的关键方面。
It is essential for investors and market participants to understand the steps involved in lodging a complaint and the subsequent procedures followed by the CSRC. 投资者和市场参与者了解如何提出投诉以及证监会随后的程序是至关重要的。
By comprehending the process, individuals can have confidence in the regulatory framework and trust that their grievances will be addressed appropriately. 通过理解流程，个人可以对监管框架充满信心，并相信他们的诉求会得到适当的处理。
The first step in the complaint process is for the aggrieved party to prepare a written complaint detailing the nature of the alleged misconduct. 投诉流程的第一步是受害方准备一份书面投诉，详细说明所指控的不当行为的性质。
This written document should include relevant evidence to support the allegations and should be submitted to the CSRC through the appropriate channels. 这份书面文件应包括支持指控的相关证据，并通过适当的渠道提交给证监会。
投诉服务态度差处理流程
投诉服务态度差处理流程英文回答：Complaint Handling Process for Poor Customer Service.Step 1: Document the Incident.Note down the date, time, and details of the poor customer service experience.Include specific examples of the employee's behavior or language.If possible, obtain the employee's name or identification number.Step 2: Contact the Company.Call, email, or visit the company's website to file a complaint.Be polite and respectful, but clearly state your dissatisfaction.Provide the details of the incident, including the date, time, and employee involved (if known).Step 3: Request a Resolution.Explain what you would like the company to do to resolve the issue.This could include an apology, a refund, a replacement product/service, or a change in employee behavior.Step 4: Follow Up.If you do not receive a response within a reasonable time, follow up with the company.Be persistent but avoid becoming confrontational.If the issue remains unresolved, consider escalating your complaint to a higher level of management or a consumer protection agency.Additional Tips:Keep a record of all communication with the company regarding your complaint.Be prepared to provide additional information or documentation if requested.If necessary, seek professional advice from a lawyer or consumer advocate.中文回答：投诉服务态度差处理流程。
消防部门处理投诉举报处理流程
消防部门处理投诉举报处理流程The process of handling complaints and reports by the fire department is crucial in ensuring the safety and well-being of the community. 消防部门处理投诉和举报的流程是确保社区安全和福祉的关键。
When a complaint or report is received by the fire department, it is essential that prompt action is taken to assess the situation and address any potential hazards. 当消防部门接收到投诉或举报时，必须采取及时行动来评估情况并解决潜在危险。
One of the first steps in the process involves gathering information about the nature of the complaint or report, including details about the location, the specific concern, and any relevant contact information. 在处理过程中的第一步之一是收集有关投诉或举报性质的信息，包括有关位置、具体问题和任何相关联系信息的详细信息。
Once the information has been collected, the fire department will conduct an investigation to determine the validity of the complaintor report. 一旦信息已收集完毕，消防部门将进行调查以确定投诉或举报的有效性。
顾客投诉处理程序-中英文版
顾客投诉处理程序Customer Complaint Handling Procedure1 目的Purpose该程序旨在确保对顾客投诉和售后服务反馈质量问题快速作出反应,将出厂产品的质量问题对顾客影响降到最低,保证顾客的正常生产.并分析质量问题的根本原因,采取纠正和预防措施,保证质量问题不再重复发生.The purpose of the procedure is to ensure fast reaction to the customer complaints and the problems which were feedback from After-sales Service; reduce the influence to the customer of quality problems which has delivered and ensure customer can implement normal production.Analyze the root cause of the quality problem andimplement the corrective and preventive action and ensure the same problem not happen again.2 适用X围 Application Scope该程序适用于顾客投诉、售后服务反馈质量问题、质量问题退货产品的处理.The procedure is suitablefor the customer complaint, After-sales service quality problem feedback and the handling of the returned product with quality problem.3 规X性引用文件 Normative Reference下列文件中的条款通过本标准的引用而成为本标准的条款.凡是注日期的引用文件,其随后所有的修改单〔不包括勘误的内容〕或修订版均不适用于本标准,然而,鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本.凡是不注日期的引用文件,其最新版本适用于本标准.The following terms will be the standard terms after the standard reference. All the referenced document which were noted date, and the following changed form <the corrective contents excluded>or the recension is not available for the standard. The referenced documents which are without date, the latest version of the documents are applied to the standard.ISO9001：2008质量管理体系要求 7.2.3顾客沟通 8.3不合格品控制ISO9001: 2008 Quality Management System Requirement 7.2.3 Communication with Customer 8.3 Unqualified Product ControlIRIS 02国际铁路行业标准 7.2.3顾客沟通 8.3不合格品控制IRIS 02 International Railway Industry Standard 7.2.3 Communication with Customer8.3 Unqualified Product Control4 术语和定义Terms and Defines4.1 NCR〔Non conforming Report〕:不合格产品报告4.2 8D〔8 Discipline>:解决问题的一种方法,主要是由8个步骤组成：1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正措施、6D验证措施、7D预防再发、8D肯定贡献8D<8 Discipline>: one of the method to solve problem, mainly composed with 8 steps: 1Destablish a team; 2D problem describe; 3D containment action; 4D root cause analysis; 5D corrective action; 6D verification action; 7D preventive action; 8D confirm the contribution4.3CAR〔Correct Action Report〕:纠正措施报告5 部门职责Responsibilities of Department5.1 质量部质量管理工程师职责 Quality Management Engineer’s Responsibilities in QMa)管理公司客户投诉,与时登记和传递投诉信息；Manage company customer complaints mailbox, register and transfer the complaintinformation in time;b)对售后服务部反馈的质量信息进行登记,传递质量信息；Register the quality information which feedback by After-sale Service and transfer the quality information.c)对客户投诉或售后反馈的质量问题进行跟踪和更新.Follow up and update the feedback quality problems from the customer complaints or the After-sales Service5.2质量经理职责Quality Manager Responsibilitiesa)组织相关部门人员召开快速反应会议,并实施临时措施；Organize related departments to hold a rapid response meeting and implement thetemporaryaction.b)在整个投诉管理过程中通过项目经理告知顾客；In the whole complaints management process, through the project manager to inform customer;c)帮助责任部门找出根本原因,并确定解决方案.Help the responsible dept to find the root cause and confirm solution.d)确认措施的有效性.Confirm effectiveness of the action5.3 责任部门职责Responsibilities of Responsible Departmenta)将质量问题的信息,通知所有与问题相关的作业人员；Inform all the related operators about the quality problem information.b)配合各车间的检验员将过程中的不合格品全数挑选出来；Coordinate inspectors of various workshopsto pick out all the unqualified products in production.c)分析问题的根本原因并把相关信息反馈给质量经理；Analyze the root cause of the problem and feedback the related information to the Quality Manager.d)实行纠正措施以确保真正解决问题；]Implement the corrective action to ensure the problem was solved actually.e)向质量经理报告纠正措施实施情况.Report the action implementation status of the corrective action.5.4 项目经理职责 Project Manager Responsibilitiesa)与时与客户进行沟通和确认；Communicate and confirm with the customer in time.b)对转发给客户的《8D报告》进行审核.Audit the 《8D Report》 which will be forwarded to the customer.5.5 最终检验和进货检验职责Responsibilities of the Delivery Inspection and Incoming Inspectiona)根据质量警示检验产品并在质量跟踪条上记录检验结果；According to the quality alert to do the product inspection and record the inspection result on the quality tracing note.b)向质量经理报告所有的不合格情况；Report all the unqualified status to the quality manager；5.6 售后服务人员职责After-sales Service Staffs Responsibilitiesa)将客户反馈问题通知质量部；Inform the Quality Dept about the feedback problem from customerb)在现场维修问题产品或将问题产品退回公司；Repair the products which has quality problem on site or send back the products to company.6 程序要求 Procedure Requirements6.1顾客投诉问题 Customer Complaints6.1.1 顾客投诉记录 Customer Complaints Records6.1.1.1 质量部将公司投诉统一记录以便所有的顾客投诉能够第一时间被改进工程师收集和整理.In order to ensure the customer complaints can be collected and ordered by the Improvement Engineer at the first time, QM will records all the company complaints.6.1.1.2 质量管理工程师在收到顾客投诉时,应立即将顾客投诉记录到《客户投诉列表》中.When the quality management engineer receive the customer’s complaints, he should record the complaints into the 《Customer Complaints List》immediately.6.1.1.3 质量管理工程师在记录完后,通知投诉所属项目的质量经理,并将顾客投诉内容转交给项目质量经理.After the quality management engineer has recorded the complaints. He should inform the quality manager of the related project and transfer the complaints contents to the quality manager of the project.6.1.1.4 顾客投诉质量工程师必须在24小时之内完成本阶段工作.]The quality management engineer of the customer complaints has to complete this stage work within 24 hours.6.1.2 分析确认是否接收Analyze and Confirm whether to Receive6.1.2.1 项目质量经理在接收到质量管理工程师转交的投诉后,应立即分析客户投诉的信息描述是否清楚以与责任是否为公司责任.When the project quality manager get the complaint which was forwarded by the quality management engineer, he should analyze immediately whether the information description of the customer complaints are clear. Whether it belongs to the company’s responsibility.6.1.2.2 如顾客信息描述不清,质量经理应通知项目经理与顾客沟通,提供详细的信息描述,以便分析原因和责任单位.If the information description from the customer was not clear, the quality manager should inform the project manager to communicate with the customer. In order to analyze the root cause and responsible company, he should ask the customer to provide the detailed information description6.1.2.3 如顾客投诉责任不属于公司的,项目经理也应与顾客沟通,说明原因,请求取消投诉.If the responsibility of the complaints did not belong to our company, the project manager should also communicate with the customer and clarify the reason. Then the project manager should ask the customer to cancel the complaint.6.1.2.4 如分析后确认是公司责任,且信息描述清楚的应该接受该投诉,并给予顾客回复,说明已经收到本次投诉,正在处理中.After the analysis and it was confirmed that it’s our company’s responsibility. And the information description is clear we should accept the complaint and response the customer. Then clarify that we have received the complaints and it is under handling6.1.3 临时性措施Temporary measures6.1.3.1 项目质量经理在接收到质量管理工程师转交的投诉后,根据顾客投诉的内容进行分析,识别和确定本次投诉的责任部门并制定快速反应措施.After the project manager received the forwarded complaints from the quality management engineer, they will analyse the customer complaints content, identify and confirm the responsible dept of the complaints, and make fast response action.a)如果原因来自供应商,则通知采购部和进货检验；If the root cause was from the supplier, then the Purchasing Department and Incoming Inspection will be informed.b)如果原因来自内部,则通知责任车间和检验员；If the root cause is from internal, then the production department and inspector will be informedc)检验员对所有的有可能发生同样问题的产品进行全部检验；The inspector will implement 100% inspection to the products which may have the same problems.d)如涉与供应商的责任,采购部通知责任供应商采取措施；If it’s related supplier’s responsibilities, the purchasing department will inform the responsible supplier to take measures.e)责任部门配合检验员对各车间内所有的在制品或成品进行全部检验；The responsible departments will coordinate the inspector to implement 100% inspection of all the manufacturing products and final products in the Production.f)对库存的同类产品进行100%检查；Implement 100% inspection to the stocked same kind of productsg)库管员配合检验员对在仓库中检查发现的不合格品进行隔离；The warehouse keeper should coordinate the inspector to implement isolation of all the unqualified products which were found in the warehouse.h)向质量经理汇报已检查的数量和不合格品的数量.Report the inspected QTY and Unqualified QTY of the part to the Quality Manager. 6.1.3.2 质量经理将临时措施的结果更新到《8D报告》中；质量经理需注意,应在从收到顾客投诉起72小时内完成本阶段工作.The quality manager fill the result of the interim action into the 《8D Report》； The quality manager should notice that this stage work should be completed within 72 hours from receiving the customer’s complaints.6.1.4 制定永久纠正措施Develop Permanent Corrective Action6.1.4.1 质量经理组织技术、工艺、责任部门等相关人员根据《8D报告》临时措施的结果,分析顾客投诉问题的根本原因.建议使用各类工具〔QC7大手法、5Why、5M1E等〕.The quality manager should organize the Technical Department, Process, related staffs of responsible department acc. to temporary action result of《8D Report》 to analyze the root cause of the complaints. It was suggested to use various tools < QC7, 5Why, 5M1E etc.> 6.1.4.2 根据已经分析的原因,制定永久纠正措施.According to the analysis of the root cause to develop permanent corrective action.6.1.4.3 永久措施制定完成后,质量经理应将《8D报告》或《NCR》提交项目组确认,通过后,由项目经理将《8D报告》转给顾客确认,《8D报告》经顾客确认后,项目经理应将确认记录转交给质量经理,再由质量经理转给质量管理工程师进行存档.After the permanent action was developed, the quality manager should provide the 《8D Report》 or the 《NCR》to the Project Department for confirmation. After it was approved by the Project Department, the 《8D Report》will be forwarded to the customer for confirmation. The project manager should forward the confirmation records to the Quality Manger after the 《8D Report》 was confirmed by customer. The Quality Manger will provide the confirmation records to the Quality Management Engineer for archive.6.1.4.4 各责任部门根据纠正措施进行实施.Various responsible department implement the corrective action.6.1.5 有效性确认Effectiveness Confirmation6.1.5.1 在《8D报告》已经回复给顾客后,检验员必须根据其所在岗位进行跟踪检验产品；每检查和跟踪一批产品,则需要记录下跟踪的内容和结果.Aftrer the《8D Report》has been responsed to custoemr, the inspectors should acc. to their work position to follo-up and inspect the product; when inspected and follow-up one batch of product, the followed-up content and result have to be recorded.6.1.5.2 如果跟踪发现不合格或者在连续6次的跟踪有不合格,则需要通知质量经理.由质量经理编制新的《8D报告》.If the inspector found unqualified parts after follow-up or there’s still non-conformity when followed-up continuous 6 batches of products, the inspector has to inform Quality Manager. The Quality Manger will make new 《8D Report 》.6.1.5.3 检验员跟踪连续6批后,将记录返给质量经理.After the inspector has followed-up continuous 6 batches of product, then forward the records to Quality Manager.6.1.5.4 质量经理根据记录可以判定纠正措施是完全有效和正确的.并更新《8D报告》和《客户投诉列表》,并将更新后《8D报告》再次提交顾客申请关闭.Qality Manager can acc. to the records to determine the corrective action is complete effective and right and update the 《8D Report》and 《Customer Complaints List》, then provide the updated 《8D Report》 to customer for close.6.2售后反馈的质量问题 Quality Problem Feedback from the After-sales Service Department 6.2.1售后投诉记录Complaints Records of the After-sales Service6.2.1.1生产现场售后服务人员在收到顾客反馈质量问题之后,详细描述质量问题,必要时配有图片说明,并与时通过或的形式发送给品管部.whentthe After-sales Service staffs on production site receive the quality problems which feedback from the customer, they should describe the specific quality problem. If necessary with illustration. And then After-sales Service staff send or faxit to the QM6.2.1.2质量部质量管理工程师把反馈问题归档记录.Quality Managerment Engineer archive and record the feedback problem.6.2.1.3质量管理工程师在记录完后,通知所属项目的项目质量经理,并将售后反馈问题内容转交给项目质量经理.When the Quality Management Engineer records the problem, he should inform the corresponding project manager and forward the problem which were feedback from the After-sales Service to the quality manager of the project.6.2.2采取临时措施Implement Temporary Action6.2.2.1对于顾客投诉的产品,现场售后人员根据具体情况,能现场返修的,在现场与时返修好；无法返修的,与时与客户服务部联系,决定是派人带工具到现场去维修或者是把产品退回公司.具体按《售后服务管理程序》执行.For the products which were comoplainted by customer. The on-site service staffs should according to the specific circumstance to repaire if they were repairable. If they were not repairable, the service staff shouls contact the After-sales Service Department. Then the decision has to be made whether to send staffs to repair on site with tools or send back the product to the company. The details implement acc.to 《After-sales Service Management Procedure》.6.2.2.2质量部质量经理根据售后反馈的内容进行分析,有照片的情况下要制作质量警示,识别和确定本次投诉的责任部门和制定快速反映措施.The Quality Manager of QM analyze the feedback contents from the After-sale Service. If there were picturesa Quality Alert should made.The Quality Manager should identify and confirm the responsible department of the complaints. Then he should develop rapid response action.a)如果原因来自供应商,则通知采购部和进货检验；If the root cause was from the supplier, then the Purchasing Department and Incoming Inspection will be informed.b)如果原因来自内部,则通知责任车间和检验员；If the root cause is from internal, then the production department and inspector will be informed.c)检验员对所有的有可能发生同样问题的产品进行全部检验；The inspector will implement 100% inspection to the products which may have the same problems.d)如涉与供应商的责任,采购部通知责任供应商采取措施；If it’s supplier’s responsibilities, the purchasing department will inform the responsible supplier to take measures.e)责任部门配合检验员对各车间内所有的在制品或成品进行全部检验；The responsible departments will coordinate the inspector to implement 100% inspection of all the manufacturing products and final products in the Production.f)对库存的同类产品进行100%检查；Implement 100% inspection to the stocked same kind products.g)库管员配合检验员对在仓库中检查发现的不合格品进行隔离；The warehouse keeper should coordinate the inspector to implement isolation of all the unqualified products which were found in the warehouse.h)向质量经理汇报已检查的数量和不合格品的数量.Report the inspected quantity and unqualified quantity of the products.6.2.3采取纠正措施Implement Corrective Action6.2.3.1质量经理与相关责任部门运用质量工具分析问题产生的根本原因,根据已经分析的原因,制定和确定纠正措施；责任部门根据纠正措施进行实施.The Quality Manager and related responsible departments use the quality tools to analyze the root cause of the problem. Develop and make the corrective solution acc. to the analysis. The responsible departments implement the corrective action.6.2.3.2纠正措施实施结束后,质量经理确认措施并评估措施是否有效.如果无效则需要责任部门重新按6.2.3.1制定措施；After the corrective action finished, Quality Manager confirms and evaluates whether the action is effective or not. If it was not effective, the responsible departments should implement acc.to 6.2.3.1 to re-develop solution;6.2.3.3措施有效,则将问题原因、纠正措施以与措施实施结果更新到《客户投诉列表》中.If the action is effective, the root cause, corrective action and the result of implementation action will be updated into the 《Customer Complaints List》7 相关文件和记录 Related Documents & Records。
圆准达投诉处理流程
圆准达投诉处理流程英文回答：Complaint Handling Process for Circle K.Circle K is committed to resolving customer complaints in a timely and professional manner. Our complaint handling process is designed to ensure that all complaints are treated fairly and efficiently.Step 1: Contact Circle K.The first step in resolving a complaint is to contact Circle K. You can contact us by phone, email, or through our website. Please provide us with your contact information, the nature of the complaint, and any supporting documentation.Step 2: Investigation.Once we receive your complaint, we will begin an investigation. We will review the information you have provided, as well as any other relevant information. We may also contact you for additional information or clarification.Step 3: Resolution.After completing our investigation, we will determine a resolution to your complaint. We will then contact you to explain the resolution and how it will be implemented.Step 4: Follow-Up.Once the resolution has been implemented, we willfollow up with you to ensure that you are satisfied. Wewill also monitor the situation to prevent similar complaints from occurring in the future.中文回答：圆准达投诉处理流程。
月子中心投诉处理流程
月子中心投诉处理流程英文回答：Complaint handling process in postpartum care centers.Complaints in postpartum care centers are not uncommon, as there may be various issues that arise during the stay. It is important for these complaints to be addressed promptly and effectively to ensure the satisfaction and well-being of the new mother and her baby. The complaint handling process typically involves the following steps:1. Receiving the complaint: The first step is to receive the complaint from the concerned individual. This can be done through various channels such as in-person, phone calls, emails, or even through online platforms. Itis essential to listen attentively and empathetically to the complaint to understand the issue clearly.2. Documentation: Once the complaint is received, it isimportant to document all the details related to the complaint. This includes the nature of the complaint, the date and time it was received, the person who lodged the complaint, and any other relevant information. This documentation serves as a reference for further investigation and resolution.3. Investigation: After the complaint is documented, a thorough investigation needs to be conducted to gather all the necessary information and facts related to the complaint. This may involve speaking to the parties involved, reviewing any relevant records or documentation, and gathering any other evidence that may be required.4. Resolution: Once the investigation is complete, the next step is to find a suitable resolution for the complaint. This may involve taking corrective actions, providing compensation or refunds if necessary, or implementing any necessary changes to prevent similar issues from occurring in the future. It is important to communicate the resolution to the complainant and ensure their satisfaction with the outcome.5. Follow-up: After the complaint has been resolved, it is important to follow up with the complainant to ensure that they are satisfied with the resolution and that there are no further issues. This can be done through a phone call, email, or in-person meeting. It is important to show genuine concern and willingness to address any remaining concerns or feedback.中文回答：月子中心投诉处理流程。
投诉举报处置流程规范
投诉举报处置流程规范英文回答：Investigation and Handling of Complaints and Reports Procedure.1. Reporting and Preliminary Investigation.Any employee or external stakeholder may report complaints or concerns through designated channels, such as email, hotline, or supervisor.The recipient of the complaint shall acknowledge receipt within [timeframe].A preliminary investigation shall be conducted to gather initial information and assess the nature of the complaint.2. Assessment and Triage.The preliminary investigation report shall be reviewed by a designated team to determine the severity and scope of the complaint.Minor complaints shall be addressed promptly through informal resolution mechanisms, such as mediation or facilitation.Serious complaints or those requiring further investigation shall be escalated to the appropriate authority.3. Formal Investigation.A formal investigation shall be initiated if the assessment determines that the complaint warrants further scrutiny.The investigation team shall be independent and unbiased.The investigation shall be conducted in a timely and thorough manner, ensuring all relevant evidence is gathered and analyzed.4. Findings and Recommendations.Upon completion of the investigation, theinvestigation team shall prepare a report summarizing the findings and providing recommendations for resolution.The report shall be presented to the designated authority for review and decision-making.5. Resolution and Corrective Action.The designated authority shall consider the investigation report and determine the appropriate resolution, which may include:Dismissal of the complaint.Disciplinary action.Procedural or policy changes.Corrective actions shall be implemented to address the underlying issues identified during the investigation.6. Monitoring and Follow-up.The status of all complaints and investigations shall be regularly monitored to ensure timely resolution.Follow-up actions shall be taken as necessary to ensure the effectiveness of corrective measures and prevent recurrence.7. Confidentiality and Whistleblower Protection.All complaints and investigations shall be treated confidentially to the extent possible.Whistleblowers shall be protected from retaliation or reprisal for reporting concerns in good faith.中文回答：投诉举报处置流程规范。
GOTS-16投诉处理程序 Complaint Handling Procedure
4.7 If personal privacy is involved, the factory will keep it confidential
4.8提出个人意见或建议的员工不会受到打击报复或视等不公平待遇。
4.8 Employees who provide personal opinions or suggestions will not be subject to retaliation or perceivedunfair treatment
1.目的
为使员工的意见得到公正合理的处理。
1 Purpose
This policy is designed to make employees' opinions get fair and reasonable processing
2.适用范围
适用于工厂内所有投诉事件。
2 Scope
This procedure applies to all complaints in the factory
3.2The administrative office provides overall oversight
4.工作程序
4 Work procedure
4.1员工在受到不公平对待或有任何意见及建议时可提出个人意见。
4.1 Employees can give their personal opinions when they are unfairly treated or have any opinions or suggestions
制订
Originator
批准
Approved by
3.职责
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Why is this task important for you and our guests?
为什么这项任务对你及我们的客人都如此重要？
Answers:
回答：
1.I understand I must listen carefully when I am on the receiving end of a complaint. I listen actively to the whole communication to ensure I
understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words.
我知道当我收到投诉时，我必须仔细聆听，确保自己能了解客人需要什么。
这些不只是客人的话而且还包含了客人的心情。
2.It is my responsibility to solve problems when guests ask me for help.当客人寻求帮助时为他们解决问题是我的职责。
3.This can increase our GSTS.这能提高客人的评价。
4.When we do our job well, it shows we are professional.如果我能将工作做得很好，这能体现出我们的专业水准。
Summary questions
问题概况：
1.How do you handle a complaint – what are the steps?你怎么处理投诉—步骤有哪些？
2.What is important to remember when you receive a complaint?当你收到投诉时，应记住做什么？
3.Why do I need to apologize?为什么我要道歉？
4.What is important about taking action?采取行动时什么最重要？
5.Why is the follow up so important?为什么跟进如此重要？
6.Are all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？
7.Are all complaints reported to the Executive office?所有的投诉都需要报告行政办公室吗？
Now ask the trainee to practice the task from start to end to test competency.
现在由培训生按照步骤从头到位进行实践操作并做测试。