顾客抱怨处理制度(第三版).doc

Policy制度 : No.政策编号 : 001 Applied to适用对象 : All AJL 公司所有员工 Process Owner制定部门 : Dept.营运部 Prepared by拟制人 : Approved by批准 : AJL Senior Management Team公司高级管理层 Edition版本 : 第版 Effective Date实行日期 :“The Customer Is Our Business”. Our target is to earn the trust and loyalty from our Customers. 安吉－捷飞络汽车服务有限公司信奉“顾客是我们生意之源”。我们以获取顾客的信任、忠 诚和爱戴作为第一目标。 First Section Handling 第一部分 处理 2.0 Compliant Handling Principle/Objective抱怨受理原则/目的： 2.1 Principle原则: AJL establish strict standard on record、inspection and resolution of complaint. We set a hot-line for receiving customer’s complaint and consulting. Meanwhile, professional CRM (Customer Reaction Measure) team does after-service survey to collect complaints and suggestions from customers by call. 安吉－捷飞络公司对抱怨反应、抱怨调查或解决制定了严格的标准。公司设立热线电话，为 门店和顾客抱怨、查询提供便利。同时，设有专门的顾客回访调查队伍，收集顾客抱怨和意 见信息 办公室客服专员：营运部专员/市场部专员 Customer Service Special (CSS): Operation Agency/Market Agency 顾客抱怨热线：02132087951（工作日）/ 4006708833（除国庆和春节假期） Hot line number: 02132087951（Working Day）/ 4006708833 （ex. Nation Day and Spring Festival） 接待时间：周一至周五（9：00am～5：00pm）；400热线—周一~周日（8：00am~8：00pm） Reception Period: Monday to Friday (9:00am~5:00pm)；Monday to Sunday just for 400 hot-line(8:00am~8:00pm) 2.2 Objective 目的： By effective and quick complaint handling, customer dissatisfaction can be relieved or removed and company impression can be improved. We will consistently set a favorable “JLT” brand to the public. 通过快速有效的抱怨处理，减轻和消除顾客不满并改善对安吉－捷飞络印象，为捷飞络品牌树立形象。 3.0 Complaint Record Procedure抱怨受理流程： （*抱怨受理人执行） 3.1 No matter what complaints came from (CRM /Media/Municipal Department or Store etc.), CSS should record in. Store complaint，key in the “Replying and Handling result of Customer Complaint” form for further tracking later. Company complaint, key in “Customer Complaint and Quality Control Report-HQ”