顾客投诉处理制度（网上投诉处理）.doc

顾客投诉处理制度（网上投诉处理） 顾客投诉处理制度（网上投诉处理）提要：被投诉部门应立即着手调查了解投诉事件，并将事实情况及拟处理措施以书面形式反馈至客服中心 来自 顾客投诉处理制度（网上投诉处理） 1、各单位应重视网上投诉所产生的负面效应，对于客服中心转呈的网上投诉按照《投诉处理流程》处理，即时将网上投诉通知被投诉部门负责人或指定岗位人员。 2、被投诉部门应立即着手调查了解投诉事件，并将事实情况及拟处理措施以书面形式反馈至客服中心，所有回复均应由公司客服中心人员审核后再给顾客回复。 3、投诉产生或客服中心转发信息后48 小时内须有回复，回复可以是礼节性的，但应向投诉者表明其投诉已被受理。原则上，工作时间内的网上投诉在48小时内应有具体措施的回复，非工作时间内的网上投诉应在上班后的当天内有具体措施的回复。如遇特殊情况，不能在48小时内处理完毕的，要及时通知客服中心。 4、对网上投诉，在回复时要体现真诚，不推卸责任，回复内容要涵盖所有的投诉问题；要体现专业，不能犯专业上的错误。各单位应避免有消极应付思想，以及对网上投诉采取轻视态度，防止出现因回复不诚恳而引发顾客的二次投诉。 来自 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 management system, the construction of school. The society, family moral education network, to achieve full member education, environment education, educa