客户投诉管理程序英文版.pdfVIP

Procedure Document：Operation instructions for handling customer complaints Doc. No.: XSQ-WI-007 Version:A/0 Effective date:2020/02/26 1.0 purpose 1.1 in order to respond to the customers needs quickly, handle the customers complaints in time, prevent the recurrence of problems and continuously improve the quality, this operation instruction is specially formulated. 2.0 scope 2.1 this document is applicable to the companys handling of any customer complaint and control of quality improvement activities. 3.0 terms and definitions 3.1 customer complaint: the company refers to the negative evaluation from customers due to the failure to meet or certain gap with standards, requirements or expectations. 4.0 responsibilities 4.1 Sales Department: responsible for communicating with customers and understanding customers requirements. 4.2 purchasing department: responsible for the contact of customer complaints and leading the responsible department to deal with relevant problems. 4.3 relevant departments are responsible for cause analysis, countermeasures and implementation. 5.0 procedure content 5.1 reception and confirmation of customer complaints. 5.1.1 after receiving the fax, the sales department shall analyze and deal with it in a timely manner. If the relevant responsible department is required to assist in dealing with it, the review meeting shall be held in a timely manner. 5.1.2 after receiving the customers complaints, complaints, expectations or non positive comments in telephone or oral form, the relevant contents shall be recorded in the customer complaint record form and handled as a customer complaint. 5.1.3 when communicating with customers, any relevant information that needs to be improved or further improved obtained by relevant departments shall be recorded in the customer complaint record form and handled as a customer complain