顾客投诉处理程序

顾客投诉处理程序

Procedure of Customer Complaint Process

本程序适用于顾客要求的赔偿超出商场鲜食部百分之二百满意政策及百分之百满意的退换货政策的投诉案例。This applies to the cases of customer complaints which involve compensation request that exceed the 200% guarantee policy of fresh and 100% guarantee of return and refund.

1.此类投诉应由商场顾客服务台交顾客服务经理领班或以上人员处理。每家商场均应设专人跟进投诉。

The Customer Service Counter shall have HCSM or above to handle the case and each store should have a designated associate to follow up on customer complaints.

2.顾客服务经理或以上人员接到投诉后应第一时间填写顾客投诉跟踪表(见附件)，并提交法律事务经理，如

果事件涉及商品或传播媒介，还应提交采购总监及公关部经理。同时，应抄送商场总经理，高级行政总监，营运总监及合资公司总经理。

HCSM or above shall fill out the Follow Up Form for Customer Complaints (see Attachment) immediately after the occurrence of complaints and send the form to the Legal Affairs Dept. (L.A.D.), and cc the store GM, the Senior Director of Corp. Affairs and Admin, Operations Director and JV GM. And if merchandise problems and/or the media is involved in the complaints, one copy shall be sent to the Director of Merchandising and/or the manager of Public Relations.

3.凡是可以在人民币1,000元以下可以解决的投诉，均应由商场在总部法律事务部指导下处理。

The complaints that can be solved within RMB1,000 yuan shall be handled at store level with the guidance of L.

A. D.

4.商场在处理投诉过程中，应将每次与顾客的接触及商谈情况填写《顾客投诉处理记录表》。

Every contact and/or negotiation shall be recorded in the Minutes of Customer Complaints Process (see Attachment)

5.对商场处理的投诉，法律部应协调各部门指导处理。对不能在人民币1,000元以下处理或超过10个工作日

仍不能解决的投诉，法律事务部应视情况决定是否直接处理。

L.A.D. should co-ordinate and give advise in the process of the complaints. And L.A.D. should decide weather or not to handle the complaints directly when it cannot be solved within RMB1,000yuan or cannot be solved within ten working days.

6.采购部和公关部与供应商及媒介协调处理并将处理结果和意见填写在跟踪表的相关栏目中交给法律事务

部作为法律事务部处理的依据。

Merchandising and Public Relations fill the form with the results of their negotiation with vendor and media, and send the form to the Legal Affairs for its reference.

7.法律事务部在处理比较重大的客户投诉时应与外聘律师共同研究，拿出方案并填写《顾客投诉最终处理意

见审批表》报高级行政总监批准。

L.A.D. should consult K&W in the process of important cases and fill out The Proposal for Customer Complaints Settlement for the approval of the Senior Dir. of Corp. Affairs & Admin.

8.法律部将本部处理结案的客户投诉的最终处理结果填写在上《顾客投诉最终处理结果通报表》，同时抄送

采购部，公关部(如需要)和总部营运部。

For the settled cases, L.A.D. shall fill out The Circular Form of Final Settlement of Customer Complaints, and send it to Merchandising Director\ Public Relations\ Dir. of Corp. Affairs & Admin. and OH Operations

9.所有顾客投诉的材料均在法律部存档。

The Legal Affairs file all the documents.

特别提示：

Very important:

1)商场在处理投诉中不得以任何方式就我公司是否有责任作出表示。

Nobody shall acknowledge the responsibility of our company in any way during the process.

2)商场给予顾客补偿的名义均为改善客户服务，并在任何情况下不得以现金方式支付(交通费、医疗费及

经法律事务部同意的除外)。

Any compensation shall be made under the name of customer service improvement. No compensation shall be made by cash, except for medical/travelling expenses or special cases approved by L.A.D.

3)商场处理顾客投诉时不得让供应商直接与顾客交涉、协商。

No one shall let vendor contact with customer directly for settlement.

附：1、《顾客投诉跟踪表》The Follow Up Form for Customer Complaints

2、《顾客投诉处理记录表》The Minutes of Customer Complaints Process

3、《顾客投诉最终处理意见审批表》The Proposal for Customer Complaints Settlement

4、《顾客投诉最终处理结果通报表》The Circular Form of Final Settlement of Customer Complaints