Efficient customer complaint feedback
Acceptance and confirmation of guest action
In the face of complaints and suggestions made by customers in the form of oral, email and formal reports, the person in charge of the customer window will complete the confirmation of the complaint within one working day; For formal customer complaints to be processed, the customer window registers the complaint in the QITs (quality issue tracking system) platform and sends it to the relevant responsible person for quick processing. If the customer has special system or requirements, it can record the complaint in the customer's system or handle it according to the customer's requirements.
Handling and closing of guest complaints
After receiving the customer complaint handling information, the responsible person of customer complaint handling shall organize relevant personnel to analyze, find out the root cause, determine corrective and preventive measures, implement improvement actions and standardization, and provide improvement results. If the customer complains about the products being produced or shipped, the containment measures will be taken immediately to control the impact of the problem, and the containment time shall be less than four hours.
The head of the customer window shall follow up the handling of customer complaints in time. If necessary, the preliminary analysis results and treatment plan of the complaint shall be fed back to the customer according to the customer requirements. After the improvement action is completed, the head of the customer window confirms the improvement measures and the standardization status; The complaint is completed for less than five working days.
The head of the customer window shall confirm the improvement results in time, and the closing time of the complaint shall be less than four weeks. If the customer has special requirements or the content of the complaint is special, the control requirements for handling the customer complaint shall be determined according to the special requirements.
After the improvement action and result confirmation are completed, the customer window leader will send the complaint handling action and results to the customer for confirmation. If the customer recognizes the improvement action and results, the customer window should register the results in the customer complaint list and close the customer complaint. If the customer does not recognize the improvement actions and results, the customer window will re register the customer complaint in the QITs platform and treat it as a new customer complaint.
