出口销售客户投诉处理表格.docVIP

出口销售客户投诉处理表格 篇一：客户投诉受理和处理记录 客户投诉受理和处理记录 篇二：程序文件-13客户投诉处理程序 规范投诉处理的流程，以达到公司产品质量得到不断改进，同时能够提高客户的满意度。 To ensure thecontinue improvement ofproduct quality and meet customer satisfaction according to the systematic procedure. 适用于客户对公司产品的各种投诉的处理。 Apply to all customer complaint about Puratos’s products. 3.1.1销售部负责收集客户的投诉信息填入投诉表格中，收集投诉样品送至QA； Salesman be responsible for collect all complaint information and complaint sample and send to QA. 3.1.2 QA负责对产品质量相关投诉组织相关部门进行的原因调查及纠正及预防措施的提出及跟进。QA必须向总经理汇报投诉情况，每月至少一次，同时抄送给相关部门负责人； QA be responsible for reason investigate and put corrective or preventive action.QA shall report to the General Manager at least once every month, by email or any copied to the relevant department ; 3.1.3相关部门负责对责任区域的投诉进行调查分析原因，采取纠正及预防措施。Relative department be responsible reason investigate and put corrective or preventive action. 3.2.1业务经理负责1000元价值以下的非质量因素的退货或赔偿的审批决定，大中华区经理批准1000元-2000元的非质量因素的退货或赔偿的决定； Sales Manager approve non-quality request of exchange product or compensate less￥1000, Sales Manager-Greater China approve non-quality request of exchange product or compensate from￥1000 to ￥2000; 3.2.2 QA主管批准2000元以下质量因素的退货或赔偿的审批决定； QA supervisor approve quality request of exchange product or compensate less￥2000; 3.2.3总经理负责2000元价值以上（含2000元）的退货或赔偿的审批决定。 GM approve request of exchange product or compensate more￥2000 4.1 投诉处理流程Customer Complaint Handling Procedure 4.1.1客户可以先通过电话投诉，然后通过邮件、传真等形式进行正式的投诉。业务员接到客户投诉后，填写《公司外部投诉表》交销售秘书或销售经理，并提供相关证据，如相片、产品批号、样品等；Sales received the product complaint and fill the external complaint form then send to secretary or area sales manager with photos or batch No. or complaint sample etc. 4.1.2销售秘书接到投诉后第一时间进行编号（华南：EC09-CS-000；华东：EC09-CE-000；关键客户：EC09-KC-000；工业及巧克力：EC09-IC-000；华北：EC09-CN-000,香港：EC09-HK-000，出口： EC09-EX-000）），并给予业务员回复确认投诉收到，销售秘书通过邮件或传真给QA部门同时抄送给区域经理及大中华经理；Secretary shall reply to salesman as soon as received complaint and give the register No(EC09-CS-000, EC09-CE-000, EC09-KA-000, EC09-IC-0