-
XXXXX
有限公司
/
Tigers Co., Ltd.
客户投诉处理程序
Customer Complaint SOP
001
14/06/2012
发出供审核和批准
Issued for Review & Approval
版本
/Rev
日期
< br>(
日
/
月
/
年
)
/Date
(DD/MM/YY)
文件状态
/Status
编写（签名）
/Prepared by
(signature)
审核
（签名）
/Reviewed
by
(signature)
批准（签名）
/Approved by
(signature)
文件修订记录
/Document
Revisions
第
1
页
共
7
页
XXXXX
有限公司
TIGERS CO., LTD.
版本（
Edition
）
V2012G01
客户投诉处理规程
编
制
审
核
批
准
Prepared by
Checked by
Approved by
日期
Date
1.0
目的
Purpose
:
建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理，
并
采取有效的
纠正与预防措施，
及时消除产品
质量、
包装、
服务等造成的负面影响，
防止类似情况再
次发生，提高公司的管理水平和信誉，维护客户利益、提高顾客满意度。
The purpose of this
procedure is to establish a system to handle
customer complaints to
ensure that all
customer complaints are handled properly and
effectively. By effective
corrective
actions and prevention methods, TIGERS is able to
eliminate negative impacts
caused by
product quality, package, service etc, and avoid
similar situation happening again.
Thus
it ensures customer benefits and improves customer
satisfaction.
2.0
适用范围
Applicable
Scope
:
本程序适用于
TIGE
RS
所有客户投诉的处理。
This
procedure is applicable to all customer complaints
handling in TIGERS
。
3.0
定义
Definition:
N/A
4. 0
职责
Responsibility
4.1
销售部负责客户投诉的接收
投诉、初步评估、组织其它部门进行会研、汇总各部门纠
正措施与并提供反馈。
Sales Dept. is responsible for
receiving, initiating evaluation, organizing
relevant departments
to research and
make action plan, summarizing corrective actions
and provide feedback to
customer.
4.2
生产部、物流部或其他相关部门协助销售部回复客户，并提供达到客户满意所需的行
动及文件。
Production
Department, Supply Chain or other related Depts.
should assist Sales Dept. to
develop
action plans or provide relevant documents which
are required and aim to achieve
customer satisfaction.
第
2
页
共
7
页
XXXXX
有限公司
TIGERS CO., LTD.
版本（
Edition
）
V2012G01
客户投诉处理规程
编
制
审
核
批
准
Prepared by
Checked by
Approved by
日期
Date
5.0
程序
Procedure
5.1
总体要求
General
Requirement
5.1.1.
任何顾客的任何有关产品的投诉都要记录在案，无论是信件、传真、
E-mail<
/p>
、电话
或谈话
,
任何部门或员工都可以记录投诉并转交给销售部做进一步处理。
Any
complaint should be recorded, no matter in what
forms such as letter, fax, email, call,
conversation etc. Any department and
employee are entitled to record customer
complaints and
send them to Sales Dept.
for further processing.
5.1.2
任何投诉必须由销售部或由总经理指派的有关部门展开调查
,
直至找出原因，制定
解决措施，并采取解决行动，直至问题解决为止。
Assigned by Sales Dept. or GM, any
complaint should be investigated till the rooted
cause
found and corrective actions
developed by related departments.
5.1.3.
所有投诉个案完结后必须保留所有文件，以作日后参考。<
/p>
All complaints should be
filed and kept after complaint closed for future
reference.
5.2
客户投诉信息
Customer complaint
information
5.2.1.
所有客户针对
TIGERS
的产品、包装、服务等的投诉
,
首先由销售助理记录于《客
户投诉跟踪记录表》
，信息应包括以下的基本内容
:
All the
customer complaints about products or service
should be recorded by sales assistant in
Customer Complaint Form
. The
information should include the basic contents as
following:
5.2.1.1
客户名称
;
Customer
name
5.2.1.2
产品名称以及生产批号
;
Product name and Lot NO.
5.2.1.3
投诉日期
;
Date of Complaint
5.2.1.4
联系人以及联系方式，包括电话、传真、邮件
;
Contact person and contact methods
including telephone number, FAX and email address.
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3
页
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