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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。
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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，<
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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, customer
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