客戶投訴辦理流程目錄目的···························································································································1合用范圍···················································································································1職責····························································································································1定義····························································································································1客戶投訴辦理流程說明··························································································2客戶投訴產生·······································································································2客戶投訴處理········································································································2產品安裝調試質量異樣處理·········································································2有關記錄··············································································································3客戶投訴辦理流程1．目的規范客戶投訴訴苦辦理流程和職責，使客戶投訴獲得實時響應，并經過采納有效的糾正預防舉措實時除去和辦理產品無效對客戶造成的影響，防備不合格再次發生，保證企業的產質量量和服務信用，博得顧客滿意。2．合用范圍合用于本企業全部的外面投訴和訴苦。3．職責生產部負責指定安排適合的售后負責人，生產售后負責人負責解決客戶投訴和訴苦，并初步剖析造成產品無效的原由及糾正預防舉措，生產質檢負責對售后負責人解決不了的質量無效問題組織有關人員進行原由剖析及糾正預防舉措擬訂，生產質檢負責對售后記錄的保留存檔和對擬訂的糾正預防舉措實行考證。采買部負責售后配件的采買，對因外購件造成的客戶投訴采買負責供給商質量索賠。項目部負責與客戶交流，協調生產，安排售后計劃和追蹤售后進度。業務負責將客戶投訴反應到項目部，負責采集客戶訴苦反應項目或生產質檢進行改良。技術部負責售后的技術支持及對客戶投訴問題擬訂相應標準技術標準和工藝標準等要求。企業其余職能部門負責輔助客戶投訴辦理。定義客戶投訴：企業交托的產質量量質量未能知足客戶需求，以致客戶產生的投訴抱怨。5．客戶投訴辦理流程說明客戶投訴產生客戶因為接受的產品不可以知足其預約的要求或許使用過程中產質量量無效，而提出的相應投訴或訴苦。客戶投訴辦理業務接到客戶投訴后，需與客戶進行確認其投訴的相信信息：缺點內容（照片），發生地址、發生數目、發貨日期，能否退換貨，能否上門售后等，并將有關信息郵件發送項目、生產及抄送有關責任部門；退貨由業務主導，退換貨由業務通知相關項目經理進行協調辦理。項目部接收到業務發送的投訴或許收到客戶直接的投訴需上門服務售后時，立刻擬訂投訴售后辦理計劃并將計劃郵件發送生產等有關部門。生產接收到項目發送的客戶投訴售后計劃后依據實質狀況實時安排售后負責人進行售后；售后負責人依據項目售后的信息進行初步剖析，考慮解決方案，準備工具和物料，做好售后準備；采買部依據實質狀況采買物料。售后負責人對需售后問題初步剖析沒法找出解決方案，通知生產質檢，生產質檢組織有關人員進行評審，找出問題的根來源因及解決方案。售后負責人出差辦理客戶投訴，項目負責對售后負責人出差時期的進度及辦理狀況進行追蹤確認。售后負責人出差時期的工作內容需實時填寫產品售后處理單，并獲得客戶滿意后通知項目按計劃返回企業。出差達成后，售后負責人關于填寫的產品售后處理單需經項目經理和生產經理確認，關于售后處理單的糾正預防舉措有異議的，售后負責人能夠通知生產質檢，生產質檢組織有關人員評審擬訂，產品售后處理單達成后交于生產質檢保留，生產質檢做好保留并成立質量售后檔案便于查找及后期的追蹤考證。業務部負責售后達成后與客戶的關系保護，增添客戶售后體驗，提高客戶滿意度。產品安裝調試質量異樣辦理成品發貨且需我司派人安裝調試的產品，在客戶現場安裝調試過程中，現場安裝調試負責人需對出現質量無效或許不可以知足顧客需求的問題點及客戶提出改良的問題點匯總，能夠改良的現場立刻整頓，不可以整頓的組織電話會議聯系企業有關負責人