Clarify the responsibilities of each department, handle customer complaints quickly and effectively, and ensure customer satisfaction.
2 Scope of application
The sales department, quality inspection department, production department, warehouse, purchasing department and other related departments are applicable to the acceptance, processing and feedback of customers' complaints about the company's products, services and business activities.
3.1 The Sales Department is responsible for the collection and registration of customer direct or indirect complaint information.
3.2 The Quality Inspection Department is responsible for the aggregation, analysis, transmission, processing and verification of customer complaints.
3.3 The relevant department is responsible for the implementation of the process and verification of the effectiveness of the solution.
4 working procedures
4.1 Receiving customer complaints: After receiving the customer complaint, the sales department needs to confirm the details of the complaint with the customer: defect (defective photo), time of occurrence, quantity, product name, batch number, date of delivery, return or not, etc. Fill in the “Customer Complaint Handling and Feedback Form” and transfer it to the Shandong Factory Department within one working day and report it to the department head.
4.2 Investigation and feedback of customer complaints: According to the content of customer complaints, the factory quality inspection department investigates product samples and related products, analyzes the products returned by customers, and determines their responsibilities according to the results of investigation and analysis within one working day. Attribution.
4.3 Responsibility for customer complaints:
4.3.1 After investigation and analysis, if the customer responsibility is determined, the QC Department will transmit the detailed information of the analysis results to the sales department. After review and approval by the department head, the sales department will directly communicate with the customer and respond accordingly.
4.3.2 After investigation and analysis, if the customer complaint is a company responsibility, the quality inspection department shall notify the relevant responsible department, and if necessary, convene the missing responsible department to convene a customer complaint handling meeting. 4.4 Analysis of the reasons for customer complaints:
4.4.1 It is led by the relevant responsible department, and all the causes of customer complaints will be listed, and the main reasons for the missing and secondary reasons will be analyzed. At the same time, the main reasons will be included in the control and control, and the corresponding responsible departments should be responsible. proportion.