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  9.     <title>客户投诉管理制度-云买卖交易平台</title>
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  29. <body>
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  30. <p style="margin-right:0;text-autospace:ideograph-numeric;text-align:center;line-height:150%">
    31. 

  31.     <br/>
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  32. </p>
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  33. <p style="margin-right:0;text-autospace:ideograph-numeric;text-align:center;line-height:150%">
    34. 

  34.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 24px;">&nbsp;</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 24px;"></span></strong></span>
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  35. </p>
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  36. <p style="margin-right: 0px; text-align: center; line-height: 150%;">
    37. 

  37.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="line-height: 150%; font-size: 24px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"></span></strong><strong><span style="line-height: 150%; font-size: 24px; font-family: 楷体_GB2312;">客户</span></strong><strong><span style="line-height: 150%; font-size: 24px; font-family: 楷体_GB2312;">投诉管理制度</span></strong><strong><span style="line-height: 150%; font-size: 24px; font-family: 楷体_GB2312;"></span></strong></span>
    38. 

  38. </p>
    39. 

  39. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    40. 

  40.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">&nbsp;</span>
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  41. </p>
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  42. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    43. 

  43.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">1、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">目的：</span> &nbsp;&nbsp; &nbsp;　　</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    44. 

  44. </p>
    45. 

  45. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    46. 

  46.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">为了规范公司投诉事件的处理程序，使得投诉事件能够得到及时公正合理的解决，提升公司对外形象，特制定本制度。 &nbsp;　　</span>
    47. 

  47. </p>
    48. 

  48. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    49. 

  49.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">2、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">适用范围：</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    50. 

  50. </p>
    51. 

  51. <p style="margin-right:0;margin-left:1px;text-indent:41px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    52. 

  52.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">本制度适用于公司内部、外部所有的投诉事件。包含客户、的投诉。内部投诉事件主要是指：对公司内外事件处理结果或对事件本身有不同看法时，所做的投诉。外部投诉事件主要是指：客户对公司产品质量、试行、发货、安装、售后、服务态度等行为不满时，向公司投诉要求解决的行为。 &nbsp;　　</span>
    53. 

  53. </p>
    54. 

  54. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    55. 

  55.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-size: 16px;">3、</span><span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">综合部<span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;; line-height: 150%; font-size: 16px;">属投诉管理部门，是处理客户、投诉的责任部门，对客户投诉的事件具有调查、取证、做出判定和处罚的权利</span></span><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">。</span> &nbsp;　　</span></span>
    56. 

  56. </p>
    57. 

  57. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    58. 

  58.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">4、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">投诉受理人或事件中相关责任人职责如下：</span> &nbsp;　　</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    59. 

  59. </p>
    60. 

  60. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    61. 

  61.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.1　投诉事件处理相关岗位职责 &nbsp;　</span>
    62. 

  62. </p>
    63. 

  63. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    64. 

  64.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.1.1投诉受理人职责 &nbsp;　　</span>
    65. 

  65. </p>
    66. 

  66. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    67. 

  67.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ａ．受理人收到通过电话或直接到投诉部门的投诉，必须做好详细登记。登记内容包括：事件责任人、事件过程、事件诉求等；</span> &nbsp;　　</span>
    68. 

  68. </p>
    69. 

  69. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    70. 

  70.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">ｂ、负责责任归属判定和事件汇总、汇报；</span>
    71. 

  71. </p>
    72. 

  72. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    73. 

  73.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｃ、负责事件回复、追踪。</span> &nbsp;　　</span>
    74. 

  74. </p>
    75. 

  75. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    76. 

  76.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.1.2综合部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">经理职责</span> &nbsp;　　</span>
    77. 

  77. </p>
    78. 

  78. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    79. 

  79.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ａ、对投诉受理人无法做出判定的事件做出判定；</span> &nbsp;　　</span>
    80. 

  80. </p>
    81. 

  81. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    82. 

  82.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">ｂ、负责投诉的管理，有对投诉事件的责任人进行调查、取证、做出处理的权利。处罚权限按《公司<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">管理制度》中根据执行，超出权限上报执行。</span> &nbsp;　　</span>
    83. 

  83. </p>
    84. 

  84. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    85. 

  85.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.1.3 投诉事件所涉及部门负责人职责 &nbsp;　　</span>
    86. 

  86. </p>
    87. 

  87. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    88. 

  88.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">ａ、与投诉事件相关的责任部门需配合综合部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">的调查，并对事件提供处理意见；</span> &nbsp;　　</span>
    89. 

  89. </p>
    90. 

  90. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    91. 

  91.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｂ、负责做好的沟通、协调工作。</span> &nbsp;　　</span>
    92. 

  92. </p>
    93. 

  93. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    94. 

  94.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.2 客户投诉事件处理职责 &nbsp;　　</span>
    95. 

  95. </p>
    96. 

  96. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    97. 

  97.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.2.1 客户投诉受理人职责 &nbsp;　　</span>
    98. 

  98. </p>
    99. 

  99. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    100. 

  100.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ａ、投诉电话的接听及案件的登记；</span> &nbsp;　　</span>
    101. 

  101. </p>
    102. 

  102. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    103. 

  103.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｂ、投诉案件的责任归属判定；</span> &nbsp;　　</span>
    104. 

  104. </p>
    105. 

  105. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    106. 

  106.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｃ、协助有关部门处理投诉案件及追踪处理结果；</span> &nbsp;　　</span>
    107. 

  107. </p>
    108. 

  108. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    109. 

  109.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｄ、负责对投诉事件的处理结果的回访。</span> &nbsp;　　</span>
    110. 

  110. </p>
    111. 

  111. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    112. 

  112.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.2.2 市场<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">部相关人员职责</span> &nbsp;　　</span>
    113. 

  113. </p>
    114. 

  114. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    115. 

  115.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ａ、</span> <span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">详查客户投诉的</span>事件、发展、业务处理<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">及其他信息；</span> &nbsp;　　</span>
    116. 

  116. </p>
    117. 

  117. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    118. 

  118.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｂ、</span> <span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">为客户解决疑难或提供必要的参考资料；</span> &nbsp;　　</span>
    119. 

  119. </p>
    120. 

  120. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    121. 

  121.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｃ、</span> <span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">处理投诉并及时回电给客户；</span> &nbsp;　　</span>
    122. 

  122. </p>
    123. 

  123. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    124. 

  124.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｄ、</span> <span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">及时向投诉责任人传达处理结果。</span> &nbsp;　　</span>
    125. 

  125. </p>
    126. 

  126. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    127. 

  127.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.2.3 产品<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">部相关人员职责</span> &nbsp;　　</span>
    128. 

  128. </p>
    129. 

  129. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    130. 

  130.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">ａ、详查客户投诉的事件、发展、业务处理<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">及其他信息；</span> &nbsp;　　</span>
    131. 

  131. </p>
    132. 

  132. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    133. 

  133.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｂ、处理投诉并回电给客户；</span> &nbsp;　　</span>
    134. 

  134. </p>
    135. 

  135. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    136. 

  136.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｃ、及时向投诉责任人传达处理结果。</span> &nbsp;　　</span>
    137. 

  137. </p>
    138. 

  138. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    139. 

  139.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">4.2.4 研发部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">相关责任人职责：</span> &nbsp;　　</span>
    140. 

  140. </p>
    141. 

  141. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    142. 

  142.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">ａ、提报相关环节的数据情况、后台操作规范等其他技术<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">信息；</span> &nbsp;　　</span>
    143. 

  143. </p>
    144. 

  144. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    145. 

  145.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">ｂ、针对客户的投诉内容进行调查、追踪、并对违反生产管理制度的部门或个人做出处理。</span> &nbsp;　　</span>
    146. 

  146. </p>
    147. 

  147. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    148. 

  148.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">5、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">客户</span>/投诉事件处理流程 &nbsp;　　</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    149. 

  149. </p>
    150. 

  150. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    151. 

  151.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.1投诉处理流程 &nbsp;　　</span>
    152. 

  152. </p>
    153. 

  153. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    154. 

  154.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.1.1投诉受理人在接到投诉时，需将投诉的事件、时间，责任人、事件经过、目前的处理结果、诉求、联系电话详细记录在《客户投诉处理表<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">》上。投诉电话为</span>0351-2713666 0351-2713669<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">；</span> &nbsp;　　</span>
    155. 

  155. </p>
    156. 

  156. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    157. 

  157.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.1.2 投诉受理人在做好登记后，对明显能做出事件答案或做出解释的，应立即给予解释和处理；如不能对事件做出判定的，应于当日对事件经过进行调查、取证，并向上级汇报，上级根据调查取证做出判定。受理人根据判定给予投诉人和事件相关责任人通报；投诉人和事件相关责任人对综合部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">处理判定不服时，可向总经理、董事长申请复审，总经理、董事长判定为终审判定；</span> &nbsp;　　</span>
    158. 

  158. </p>
    159. 

  159. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    160. 

  160.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.1.3 投诉受理人于每周、每月底根据《客户投诉处理表<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">》进行分类、统计，并上报。</span> &nbsp;　</span>
    161. 

  161. </p>
    162. 

  162. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    163. 

  163.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2 客户投诉事件处理流程 &nbsp;　　</span>
    164. 

  164. </p>
    165. 

  165. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    166. 

  166.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.1客户投诉第一受理人在接到投诉，需将客户投诉的内容登记在《客户投诉处理表<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">》上，要将客户合同号、地址、投诉等内容进行详细登记；</span> &nbsp;　　</span>
    167. 

  167. </p>
    168. 

  168. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    169. 

  169.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.2 客户投诉第一受理人根据客户投诉事件判定责任归属，并将投诉事宜30分钟内送达相关部门的第二受理人进行调查；如是客户要求做出现场解决的，受理人应给予客户回复时间，并按时解决予以回复； &nbsp;　　</span>
    170. 

  170. </p>
    171. 

  171. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    172. 

  172.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.3 第二受理人在接到投诉第一受理人对投诉事件的描述后，第二受理人需在30分钟内对投诉内容进行调查，并回复予第一受理人，如需第二受理人直接回复的，第二受理人应在30分钟内给予回复； &nbsp;　　</span>
    173. 

  173. </p>
    174. 

  174. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    175. 

  175.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.4 在查询客户所提出的问题时，制造中心要全力配合，20分钟内将相关数据及其他信息提报给投诉事件第二受理人； &nbsp;　　</span>
    176. 

  176. </p>
    177. 

  177. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    178. 

  178.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.5 投诉第一受理人将投诉事件的处理结果登记在《客户投诉处理表<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">》上，并应在处理结果出来后</span>10分钟内或按客户要求时间给客户回复； &nbsp;　　</span>
    179. 

  179. </p>
    180. 

  180. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    181. 

  181.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.6 投诉第一受理人于每周、每月底根据《客户投诉处理表<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">》将投诉案件分类进行统计，并上报；</span> &nbsp;　　</span>
    182. 

  182. </p>
    183. 

  183. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    184. 

  184.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">5.2.7 投诉受理人应每周对已处理完毕的客户进行一次回访。 &nbsp;　　</span>
    185. 

  185. </p>
    186. 

  186. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    187. 

  187.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">6、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">客户</span>/投诉事件的注意事项 &nbsp;　　</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    188. 

  188. </p>
    189. 

  189. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    190. 

  190.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">6.1 当投诉受理人在通过正常的处理程序不能对投诉问题进行解决时，需要将问题上报有关责任部门的最高领导人，由相关部门的最高领导人在１小时内对其进行调查、处理并予以回复投诉受理人； &nbsp;　　</span>
    191. 

  191. </p>
    192. 

  192. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    193. 

  193.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">6.2 客户投诉内容涉及到赔款等问题时，需及时向综合部经理、市场部经理、研发部经理汇报，需提出解决办法或给予明确解决时间。受理人根据以上三<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">个部门的回复，与客户沟通、协调、回复；</span> &nbsp;　　</span>
    194. 

  194. </p>
    195. 

  195. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    196. 

  196.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">6.3 客户投诉内容若涉及其他公司、重大问题时，需要上报董事长会同有关部门共同处理。 &nbsp;　　</span>
    197. 

  197. </p>
    198. 

  198. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    199. 

  199.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">7、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"><span style="font-family: 楷体_GB2312;">投诉奖惩办法</span> &nbsp;　　</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    200. 

  200. </p>
    201. 

  201. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    202. 

  202.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.1 投诉奖惩办法 &nbsp;　　</span>
    203. 

  203. </p>
    204. 

  204. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    205. 

  205.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.1.1受理人在接到投诉时，对不能处理的事件应于当日上报，综合部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">于三日内对所投诉的事件进行调查、处理、并给予回复，超过时间，造成再次投诉或越级投诉的，予以罚款</span>50元/次。如遇重大投诉事件，综合部<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">不能作出判定，需于</span>1日内上报董事长，由董事长作出终审判定。 &nbsp;　　</span>
    206. 

  206. </p>
    207. 

  207. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    208. 

  208.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2 客户投诉奖惩办法 &nbsp;　　</span>
    209. 

  209. </p>
    210. 

  210. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    211. 

  211.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.1相关部门负责人在接到投诉受理人对投诉事件的报送后，需于1小时内对投诉事件进行调查，并将调查结果于1小时内及时回复投诉受理人或客户，如因不及时回复导致客户再次投诉，将对此责任人处以罚款30元/次；如果所投诉的事件特别复杂，不能按时处理的，应征得客户的同意，达成共识；不能造成客户的再次投诉，如造成再次投诉，对相关责任人罚款50-200元/次； &nbsp;　　</span>
    212. 

  212. </p>
    213. 

  213. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    214. 

  214.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.2如投诉事件上报责任部门所辖最高领导者，责任部门最高领导者需当天进行解决，如不及时解决导致客户再次投诉，将对此部门领导处以罚款100元/次； &nbsp;　　</span>
    215. 

  215. </p>
    216. 

  216. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    217. 

  217.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.3投诉受理人未按规定时间对、客户投诉进行回复、跟踪、回访的，造成投诉的，每次罚款30～5O元。情节严重的，视情况而定，根据《公司<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">管理制度》予以处罚；</span> &nbsp;　　</span>
    218. 

  218. </p>
    219. 

  219. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    220. 

  220.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.4若客户投诉直营店，经销商处理不当，态度恶劣，每发生一次，直营店的投诉奖励金全部扣除，如是经销商的，则每次罚款200元，每月汇总交财务。在货款中扣除； &nbsp;　　</span>
    221. 

  221. </p>
    222. 

  222. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    223. 

  223.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.5若客户投诉公司内部人员的<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">业务处理不当、违规操作、态度恶劣等情况时，每发生一次，罚</span>30～200元。如因此投诉到媒体而登报、上网络等，给公司造成了负面影响的，罚款100～500元，并视情况对造成的损失予以赔偿； &nbsp;　　</span>
    224. 

  224. </p>
    225. 

  225. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    226. 

  226.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.6客户因投诉平台流程无法及时使用，或<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">不到位，投诉到媒体登报、上网络的，对相关责任人予以罚款</span>50～500元。并视情况对造成的损失予以赔偿； &nbsp;　　</span>
    227. 

  227. </p>
    228. 

  228. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    229. 

  229.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.7客户对公司服务、投诉处理等情况，以书面形式予以表扬的，每发生一次按《公司<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">管理制度》执行；</span></span>
    230. 

  230. </p>
    231. 

  231. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    232. 

  232.     <span style="line-height: 150%; font-size: 16px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">7.2.8本制度未规定投诉事宜的，对相关责任人需予以处罚和奖励的，以《公司<span style="line-height: 150%; font-size: 16px; font-family: 楷体_GB2312;">管理制度》为准。</span> &nbsp;　　</span>
    233. 

  233. </p>
    234. 

  234. <p style="margin-right:0;margin-left:14px;text-indent:32px;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    235. 

  235.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><span style="font-family: 楷体_GB2312; font-weight: bold; font-size: 16px;">8、</span><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">本管理办法自</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">颁布</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">日起执行。</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    236. 

  236. </p>
    237. 

  237. <p style="margin-right:0;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    238. 

  238.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    239. 

  239. </p>
    240. 

  240. <p style="margin-right:0;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    241. 

  241.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">&nbsp;</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    242. 

  242. </p>
    243. 

  243. <p style="margin-left:272px">
    244. 

  244.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="font-family: 楷体_GB2312; font-size: 16px;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span></strong><span style="font-size: 19px; font-family: 宋体;">山西云得物网络科技有限公司</span></span>
    245. 

  245. </p>
    246. 

  246. <p style="text-indent:289px">
    247. 

  247.     <span style="font-size: 19px; font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;">二零一八年六月二十日</span>
    248. 

  248. </p>
    249. 

  249. <p style="margin-right:0;text-autospace:ideograph-numeric;text-align:justify;text-justify:inter-ideograph;line-height:150%">
    250. 

  250.     <span style="font-family: 微软雅黑, &quot;Microsoft YaHei&quot;;"><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;">&nbsp;</span></strong><strong><span style="font-family: 楷体_GB2312; line-height: 150%; font-size: 16px;"></span></strong></span>
    251. 

  251. </p>
    252. 

  252. <p style="text-align: center;">
    253. 

  253.     <br/>
    254. 

  254. </p>
    255. 

  255. </body>
    256. 

  256. </html>
    257.