客户投诉处理流程.doc

客户投诉处理流程目录1、目的···························································································································12、适用范围···················································································································13、职责····························································································································14、定义····························································································································15、客户投诉处理流程说明··························································································25、1客户投诉产生·······································································································25、2客户投诉处理········································································································25、3产品安装调试质量异常处理··············································································2相关记录·················································································································,使客户投诉得到及时响应,并通过采取有效的纠正预防措施及时消除与处理产品失效对客户造成的影响,防止不合格再次发生,确保公司的产品质量与服务信誉,赢得顾客满意。。、1生产部负责指定安排合适的售后负责人,生产售后负责人负责解决客户投诉与抱怨,并初步分析造成产品失效的原因及纠正预防措施,生产质检负责对售后负责人解决不了的质量失效问题组织相关人员进行原因分析及纠正预防措施制定,生产质检负责对售后记录的保管存档与对制定的纠正预防措施实施验证。3、2采购部负责售后配件的采购,对因外购件造成的客户投诉采购负责供应商质量索赔。3、3项目部负责与客户沟通,协调生产,安排售后计划与跟踪