顾客投诉处理制度（知识管理）.docVIP

顾客投诉处理制度（知识管理） 顾客投诉处理制度（知识管理）提要：各单位的投诉月报，应按客服中心设置的统一格式，规范分类填写《顾客投诉分类统计表》，每月3日前提交 顾客投诉处理制度（知识管理） 一、投诉月报和专题会议 1、由各管理处负责整理各单位的物业管理投诉事件通报，形成月报，通过邮件发送到客服中心。 2、各单位的投诉月报，应按客服中心设置的统一格式，规范分类填写《顾客投诉分类统计表》，每月3日前提交。由客服中心进行统一汇总整理，形成物业管理投诉月报，报送相关领导。 3、客服中心每半年至少组织一次按专业分类的投诉专题会议，同时对投诉处理的整体情况进行总结。 二、案例的整理、分析 1、客服中心应将收到的所有投诉通报作为案例进行整理，并及时发现重复出现和具有代表意义的案例。对有参考价值的案例，应该进行分类，并在质量简报上进行点评，在内部网上发布。 2、对于所接的顾客投诉，客服中心应该每季度一次进行分析、总结，将投诉发生的总体情况及在处理过程中有价值的经验进行整理，并挖掘投诉背后的深层次问题，形成报告，送交主管领导。 3、对于重大投诉，客服中心应该进行个案分析，对其送交的专题报告进行整理，并在公司内通报。 三、信息共享内部平台 客服中心在公司oA网上公共办公/知识库模块中上建立投诉通报、经验交流的共享文件夹。共享内容包括以下方面： 1、案例库 2、重大投诉和热点投诉事件的专题报告 3、专业顾问建议 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image quality. The formation of excellent moral education curriculum system and manageme