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    <title>云买卖电子综合交易平台投诉受理流程-云买卖交易平台</title>
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<p style="text-align:center">
    <strong><span style="font-family: 宋体;font-size: 21px"><span style="font-family:宋体">云买卖</span></span></strong><strong><span style="font-family: 宋体;font-size: 21px"><span style="font-family:宋体">电子综合交易平台投诉受理流程</span></span></strong><strong><span style="font-family: 宋体;font-size: 21px">&nbsp;</span></strong>
</p>
<table width="574" cellspacing="0">
    <tbody>
    <tr class="firstRow">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="text-align:center;line-height:150%">
                <strong><span style="font-family: 宋体;line-height: 150%;letter-spacing: 1px;font-size: 14px">步骤</span></strong>
            </p>
        </td>
        <td width="291" valign="center" style="padding: 0px 7px; ">
            <p style="text-align:center;line-height:150%">
                <strong><span style="font-family: 宋体;line-height: 150%;letter-spacing: 1px;font-size: 14px">说明</span></strong>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px; ">
            <p style="text-align:center;line-height:150%">
                <strong><span style="font-family: 宋体;line-height: 150%;letter-spacing: 1px;font-size: 14px">输出</span></strong>
            </p>
        </td>
    </tr>
    <tr style="height:61px">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:24px;margin-top:auto;line-height:150%">
                <span style="font-family:Calibri;font-size:14px">1、&nbsp;</span><span style=";font-family:宋体;font-size:14px">记录客户投诉内容</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">利用《客户投诉登记表》详细的记录客户投诉的内容，如投诉人，投诉对象，投诉的要求等。</span>
            </p>
            <p style="margin-top:7px;margin-left:28px;margin-top:auto;line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">投诉处理单</span>
            </p>
        </td>
    </tr>
    <tr style="height:106px">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:24px;margin-top:auto;line-height:150%">
                <span style="font-family:Calibri;font-size:14px">2、&nbsp;</span><span style=";font-family:宋体;font-size:14px">判断客户投诉是否成立</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">了解客户投诉的内容后，要判断客户投诉的理由是否充分，投诉要求是否合理。如果投诉不成立，可以用委婉的方式大幅客户，去的客户的谅解，消除误会。</span>
            </p>
            <p style="line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">客户投诉处理单</span>
            </p>
        </td>
    </tr>
    <tr style="height:82px">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:24px;margin-top:auto;line-height:150%">
                <span style="font-family:Calibri;font-size:14px">3、&nbsp;</span><span style=";font-family:宋体;font-size:14px">确定投诉处理部门</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">根据客户投诉的内容，确定相关的具体受理部门和受理负责人。</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">客户投诉处理单</span>
            </p>
        </td>
    </tr>
    <tr style="height:71px">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: 宋体;line-height: 150%;font-size: 14px">4<span style="font-family:宋体">、</span></span><span style=";font-family:宋体;font-size:14px">投诉处理部门分析原因</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">要查明客户投诉的具体原因及造成客户投诉的具体责任人。</span>
            </p>
            <p style="margin-top:7px;margin-left:28px;margin-top:auto;line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">维修（护）处理单</span>
            </p>
        </td>
    </tr>
    <tr>
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: 宋体;line-height: 150%;font-size: 14px">5<span style="font-family:宋体">、</span></span><span style=";font-family:宋体;font-size:14px">提出处理意见和方案</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">根据实际情况，参照客户的要求，提出解决投诉的具体方案</span>
            </p>
            <p style="line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">客户投诉处理单</span>
            </p>
        </td>
    </tr>
    <tr>
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: 宋体;line-height: 150%;font-size: 14px">6<span style="font-family:宋体">、</span></span><span style=";font-family:宋体;font-size:14px">提交主管领导批示</span>
            </p>
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: Arial;line-height: 150%;font-size: 14px">&nbsp;</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">对于客户投诉问题，领导应予以高度重视，主管领导应对投诉的处理方案一一过目，及时作出批示。</span>
            </p>
            <p style="margin-top:7px;margin-left:28px;margin-top:auto;line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">投诉保修情况记录</span>
            </p>
        </td>
    </tr>
    <tr style="height:104px">
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: 宋体;line-height: 150%;font-size: 14px">7<span style="font-family:宋体">、</span></span><span style=";font-family:宋体;font-size:14px">实施处理方案</span>
            </p>
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: Arial;line-height: 150%;font-size: 14px">&nbsp;</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">及时实施处理方案，对直接责任人应处理得当，通知客户，并尽快地收集客户的反馈意见。</span>
            </p>
            <p style="margin-top:7px;margin-left:28px;margin-top:auto;line-height:150%">
                <span style="font-family:Arial;line-height:150%;font-size:14px">&nbsp;</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;">
            <p style="text-align:center;line-height:150%">
                <span style=";font-family:宋体;line-height:150%;font-size:14px">客户投诉月报</span>
            </p>
        </td>
    </tr>
    <tr>
        <td width="141" valign="center" style="padding: 0px 7px; ">
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: 宋体;line-height: 150%;font-size: 14px">8、</span><span style=";font-family:宋体;font-size:14px">总结评价</span>
            </p>
            <p style="margin-top:7px;margin-left:17px;margin-top:auto;line-height:150%">
                <span style="font-family: Arial;line-height: 150%;font-size: 14px">&nbsp;</span>
            </p>
        </td>
        <td width="291" valign="top" style="padding: 0px 7px;">
            <p>
                <span style=";font-family:宋体;font-size:14px">对客诉处理过程进行总结和评价，吸取经验教训，提出改善对策，不断完善企业经营管理和业务运作流程，提高客户服务质量和水平，降低投诉率。</span>
            </p>
        </td>
        <td width="142" valign="center" style="padding: 0px 7px;"></td>
    </tr>
    </tbody>
</table>

<p style="text-indent:56px">
    <span style=";font-family:Calibri;font-size:14px">&nbsp;</span>
</p>
<p style="margin-left:28px">
    <span style="font-family:Calibri;font-size:19px">一、&nbsp;</span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">受理渠道</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px">1.<span style="font-family:宋体">电话受理。</span><span style="font-family:Calibri">0351-</span></span><span style=";font-family:宋体;font-size:19px">2713669 &nbsp;0351-2713666</span>
</p>
<p style="margin-left:28px;text-indent:9px">
    <span style=";font-family:宋体;font-size:19px">2.<span style="font-family:宋体">邮件受理。公司企业邮箱收件，或与公司职员工作邮箱中收到的投诉。</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px">3.<span style="font-family:宋体">现场受理。到公司办公地点进行投诉的，或在客户公司直接受理的投诉。</span></span>
</p>
<p style="margin-left:28px">
    <span style="font-family:Calibri;font-size:19px">二、&nbsp;</span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">投诉处理人员：</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">王经理 15333000691</span></span>
</p>


<p style="margin-left:28px">
    <span style="font-family:Calibri;font-size:19px">三、&nbsp;</span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">投诉级别划分</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">一级普通投诉：工作人员服务态度、业务水平等。</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">二级后台漏洞投诉：未造成客户重大损失的。</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">三级投诉合作伙伴服务态度、产品等。</span></span>
</p>
<p style="text-indent:37px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">四级升级投诉：（此类客户一定要特别重视）遇到客户有升级投诉意向，如向监管部门或媒体反映等，需按升级投诉处理，直接报告总经理，并做危机公关处理。</span></span>
</p>
<p>
    <span style=";font-family:Calibri;font-size:19px">&nbsp;</span>
</p>
<p>
    <span style=";font-family:Calibri;font-size:19px">&nbsp;</span>
</p>
<p style="text-indent:280px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">山西</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">云得物网络科技有限公司</span></span>
</p>
<p style="text-indent:289px">
    <span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">二零一</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">八</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">年</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">六</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">月</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">二十</span></span><span style=";font-family:宋体;font-size:19px"><span style="font-family:宋体">日</span></span>
</p>
<p>
    <span style=";font-family:Calibri;font-size:19px">&nbsp;</span>
</p>
<p>
    <br/>
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