关于客户投诉的处理建议英文

关于客户投诉的处理建议About of customer complaints handling Suggestions一．货期方面A. The goods time应急方法：由公司高层领导致函给客户以示歉意，并回复一个准确的出期时间，必要时向客户做出保证。

Emergency methods: senior leadership by the company to give customers apologies, and back to a accurate out period time, when necessary, the client A guarantee.改善办法：首先是要统一窗口，由业务部回复货期，生产部及其他部配合。

Improve way: first is to unify the window by the business department, reply the goods time, production and other department to cooperate.具体的要求是：客户的货期是比其他任何一个问题都要重要的，作为业务部应高度重视，基层业务员是不可以直接回复货期的，由业务部主管来回复，并要以书面的形式转达到生产线相关的各个部门，要求各部门按时完成，或由生产部提供生产进度计划给业务部监督。

同时业务部的跟单员要每天对生产部进度进行查核，未能按要求完成要及时上报部门主管，必要时可以越级向总经理呈报。

Specific requirement is: the customer delivery date is higher than any other issues are important, as sales department should pay great attention to the salesman is can't reply directly the goods time by the business department, the competent to reply, and to convey to in writing by the related departments production line, and required the department finished on time, or production provided by the production schedule planned to give business department supervision. At the same time the business department merchandiser to production department's progress every day for inspection, according to complete the required to report to supervisor may, when necessary, to the general manager YueJi disclosed.其次是生产部要全力配合，每张生产订单都必须有生产计划出来给到业务部，以便业务部了解生产部的一个运行状态，在回复客户时把握会更大。

生产部要严格查验自己部门计划的实施情况，并制定相关的奖励机制，如果确实无法达成时，则一定要第一时间知会到业务部，由业务部去与客户沟通延期事宜，切不可到了出货日期时生产部还没有任何的反映，业务部没有任何的跟踪。

Second is the production to cooperate fully with, each production order must have the production plan to business department, out to understand in the production department to business department a operation state, in reply when customers will be greater. Grasp .The production department to examine his own department strict implementation of the plan, and formulate relevant incentives, if it can't reach, it must be the first time inform business department, sales department to communicate with customers by delay matters, must not the date of shipment when do not have any production department, sales department without any reflect tracking.最后是要有一个积极的处理问题的心态，不管是相关的哪个部门，都要积极应对。

生产部要主动向业务部反映实际的生产状况，业务部要主动多与客户沟通，尽可能的避免延期。

Finally is to have a positive attitude to deal with problems, whether related department, which are to actively respond to. The production department should take the initiative to reflect the real business department of the production status, sales department to initiate more communication with the customers, as far as possible to avoid delay.二．品质方面B. Quality应急方法：由公司品质部出俱保证，对此客户产品保证为全检出货，不会再次出现批量性问题。

Emergency methods: the company quality department out of all this guarantee, customerproduct assurance for full inspection shipment, won't appear again batch sex.改善办法：第一，业务部对客户型号编号核对工作，由主管审核输入电脑ERP系统资料的正确性；第二，生产部在打印标签时要审核型号和实物是否一致，如有不同要第一时间与业务部沟通处理；第三，品质部对每批资玻璃都要认真检查，核对相关数据和内容，并开出《成品检验报告》，对不合格的批次要及时呈报，原则上没有经过成品检验的产品是不可以出货的。

Improve measures: The first, customer model Numbers check for business department, work by the competent audit input ERP system the correctness of the computer information;Second, the production department in print label to audit model and material is consistent, such as to the first time and have different business communication processing; Third, the quality of each batch of capital to carefully examine the glass, check the relevant data and content, and open the finished goods inspection report, for not qualified batches to submit timely, in principle, no after finished goods inspection of the product is not can the shipment.三．出货数量C. Shipment quantity应急方法：首先要承认公司在作业中的不足，其次要承认确有少数的可能，并愿意同客户一起清理少数玻璃的型号，且保证及时补齐。

Emergency methods: first to admit that the deficiency in homework, secondly, the possibility of a few happened-but, and is willing to clean up a few together with the customer, the make and model of the glass and to ensure timely fill together.改善办法：改变工厂现有的作业务流程。

For the improvement of the existing factories for change: business process.建议办法，生产部包装有专人点数，在每架外箱上写出数量及型号，并开《成品入库单》交接给成品仓库；成品仓库的仓管员收到入库单后要再次核对相关数据，如有出入一定要再与生产部沟通确认，保证入库的数量、型号等不会有错。

最后要制定跟踪责任制度出来，对错误要处罚力度。

Suggest measures, production packing in each frame, special points outside the box on the number and type, and write open the storing form of finished products; a transfer of power to warehouse.The finished goods warehouse warehouse controller received after GRN again want to check the related data, such as has discrepancy must again with the production department, guarantee warehousing confirm with the quantity, type and won't be wrong. Finally the responsibility system for tracking error to come out, to the sanctions.四．为了挽回客户对公司的信心，建议公司在服务方法面要更及时、更诚恳，必要时向客户做出保证，并愿意接受对客户造成损失的补尝。