毕博管理咨询工具How to Report a Customer Complaint-Chinese.docVIP

如何汇报顾客投诉 HOW TO REPORT A CUSTOMER COMPLAINT IFC-CPDF FILENAME How to Report a Customer Complaint Page PAGE 2 of NUMPAGES 2 模块Module: 顾客服务Customer Service 流程：Process: 顾客反馈Customer Feedback 系统：System: 如何汇报顾客投诉How to Report a Customer Complaint 系统执行人：System Champion: 所有员工All team members 目标Objectives: 确保记录所有顾客投诉To ensure that all customer complaints are recorded 确保正确处理所有顾客投诉To ensure that all customer complaints are dealt with correctly 程序Procedure: 当顾客投诉时，请他完成“顾客投诉表格”的顾客表格部分。In the instance of a customer complaint, complete the customer form portion of the “Customer Complaint Form”. 当顾客表格部分填写完后，参与的员工就需要完成“顾客投诉表格”后附的行动报告的前三个部分。Once the customer form section has been completed, the team member(s) involved are required to complete the first three sections of the action report attached to the “Customer Complaint Form”.  当员工填完该表，就要由经理评估并确认由双方认同的事件结果。Once the team member has completed the form, it is to be reviewed by the manager to confirm that the sequence of events is confirmed by both parties.   然后由经理完成具体行动要点，该要点要得到实施和跟进，以降低这类顾客投诉事件的再次发生率。The Manager is then to complete the specified action points that are to be implemented and followed up to minimise the reoccurrence of these customer complaints.  主要业绩指标：Key Performance Indicators 记录所有顾客投诉All customer complaints to be recorded 实施和跟进行动要点以减少投诉事件发生Action points to be implemented and followed-up to reduce to occurrence of complaints