(1) Types of customer complaints:
1, reasons for abnormal complaints of non-quality problems (human factors).
2. Complaints leading to abnormal quality problems.
3. Coding principle of Customer Complaint Record
The serial number of 1 (××) (××) month (××).
2) The principle is to take this year's month as the cycle.
(2) division of labor:
1, sales branch and marketing department
(1) Investigate the order quantity, material, quantity, delivery date and quantity of the complained products in detail.
(2) Understand the customer's requirements and complaints and the reasons for the complaints.
(3) Help customers solve problems or provide necessary reference.
(4) Communicate the results in time.
(5) Process control of complaint registration, limitation and overdue response.
(6) Make improvement plans for complaints, and conduct performance tracking and confirmation.
2. Acting supervisor
(1) Personnel who supervise complaints, investigations, reports and responsibilities.
(2) Improve the confirmation of audit and complaint results.
(3) presided over the investigation and handling of complaints related to customers.
3. General Manager
(1) Audit complaints.
(2), determine the treatment plan and responsibility judgment.
4. Production unit
(1) conducted a detailed investigation on the complaint, and formulated the handling and improvement measures.
(2) Complaints about product quality inspection and confirmation.
(3) Customer complaint handling process
1, the sales staff of the branch company received a customer complaint, which should be understood as hospitality. First of all, we must determine the responsible unit. If the company is the responsible party, relevant information (order quantity, project quantity, delivery date, quantity, defective product quantity), customer requirements and delivery amount shall be determined. (1) Problems that can be solved should be solved immediately by coordination and give customers a satisfactory answer. (2) If you don't answer the customer's questions immediately, you must calm the customer's emotions and call our sales office immediately to seek written opinions and reply to the customer. Then record the situation in the "Customer Complaint Record Form". 3) If the customer's reply is not satisfactory, you should inform the customer to reply within 15 days, and keep the product complaint to the maximum extent. The complaint form will be sent to the marketing department together with the sample.
2. The Marketing Department receives the Customer Complaint Record Form, analyzes the reasons for the complaint, determines the ownership of the responsible department, and determines its handling. Provide solutions discussed by personnel of marketing and sales branches for their customers, and the marketing department shall fill out the Customer Complaint Handling Form. Finally, instructions should be given by the competent deputy.
3. Prove that the first copy of Customer Complaint Handling Sheet is kept by the marketing department and sent to the second sales branch for keeping.
4. Summarize the complaint handling in June and February of 2009 and the first six months of the market year, 65438+ 10, and cooperate with the manager of the handling unit and the sales branch to determine the responsibility and discuss the complaints, improve the measures and handle the results.
5. The sales office shall not do anything beyond its authority, reply to the customer, agree or only acknowledge the instruction to handle the "customer complaint handling form" (send a copy of the "customer complaint handling form" to the customer).
6. If the complaint involves any other company or raw material supplier and other responsibilities, the Deputy Director of Marketing Department will respond accordingly with other relevant departments.
7. Complaint handling shall be subject to the first inquiry responsibility system, that is, whoever accepts it shall be responsible.
(4) During the complaint handling period
1, Customer Complaint Handling Sheet, from the market unit, accepted for handling, domestic 15 days, foreign 18 days.
2. The complaint handling process of each unit is as follows: five days for the sales branch and seven days for the marketing department (if the handling unit is involved, the handling period of the handling unit is two days).
(5) Review complaints
1, each company should leave a "customer message" in the company from the date of receiving the notice, which is convenient for customers to supervise and complain about our products.
2. The store must be a record of customers' complaints, and can conceal, omit or make false behaviors. The sales and marketing office will check customer complaints from time to time. If it is found that the customer complaints in the store are ignored or secondary, the person in charge will be punished.
(seven) the complaints and penalties of the person in charge are deducted from the disposal funds.
1, the responsibility attribution imposed, and the handling unit is the smallest unit of each team's complaint. There is no time to clean up the units belonging to the team, which belong to the whole factory.
2. The industrial and commercial departments and service departments belong to individuals, but not to individuals, and belong to regional stores or branches.
3. Punishment method: 1. Product problems and responsibility attribution are regarded as (2) non-product problems, which are handled by the sales branch. Above, if the circumstances are serious, it will be announced by the general manager's office after being approved by the general manager.