客户投诉处理流程

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1、-.客户投诉处理流程-.可修编.-.目录1.目的···························································································································12.适用围···················································································································13.

2、职责····························································································································14.定义····························································································································15.客户投诉处理流程说明···

3、·······················································································25.1客户投诉产生·······································································································25.2客户投诉处理·····························································

4、···········································25.3产品安装调试质量异常处理··············································································26.相关记录·················································································································3-.可修编.-.客户投诉处

5、理流程1．目的规客户投诉抱怨处理流程和职责，使客户投诉得到及时响应，并通过采取有效的纠正预防措施及时消除和处理产品失效对客户造成的影响，防止不合格再次发生，确保公司的产品质量和效劳信誉，赢得顾客满意。2．适用围适用于本公司所有的外部投诉和抱怨。3．职责3.1生产部负责指定安排适宜的售后负责人，生产售后负责人负责解决客户投诉和抱怨，并初步分析造成产品失效的原因及纠正预防措施，生产质检负责对售后负责人解决不了的质量失效问题组织相关人员进展原因分析及纠正预防措施制定，生产质检负责对售后记录的保管存档和对制定的纠正预防措施实施验证。3.2采购部

6、负责售后配件的采购，对因外购件造成的客户投诉采购负责供给商质量索赔。3.3工程部负责与客户沟通，协调生产，安排售后方案和跟踪售后进度。3.4业务负责将客户投诉反应到工程部，负责收集客户抱怨反应工程或生产质检进展改善。-.可修编.-.3.5技术部负责售后的技术支持及对客户投诉问题制定相应标准技术标准和工艺标准等要求。3.5公司其他职能部门负责协助客户投诉处理。4.定义客户投诉：公司交付的产品质量质量未能满足客户需求，致使客户产生的投诉抱怨。5．客户投诉处理流程说明5.1客户投诉产生客户由于承受的产品不能满足其预定的要求或者使用过程中产品质

7、量失效，而提出的相应投诉或抱怨。5.2客户投诉处理5.2.1业务接到客户投诉后，需与客户进展确认其投诉的相信信息：缺陷容〔照片〕，发生地点、发生数量、发货日期，是否退换货，是否上门售后等，并将相关信息发送工程、生产及抄送相关责任部门；退货由业务主导，退换货由业务通知相关工程经理进展协调处理。5.2.2工程部接收到业务发送的投诉或者收到客户直接的投诉需上门效劳售后时，立即制定投诉售后处理方案并将方案发送生产等相关部门。5.2.3生产接收到工程发送的客户投诉售后方案后根据实际情况及时安排售后负责人进展售后；售后负责人根据工程售后的信息进展初

8、步分析，考虑解决方案，准备工具和物料，做好售后准备；采购部根据实际情况采购物料。5.2.4售后负责人对需售后问题初步分析无法找出解决方案，通知生产质检，生产质检组织相关人员进展评审，找出问题的根本原因及解决