文档介绍：1 目的Objective
提供适当售后服务,最大限度地满足顾客需要。
The objective is of this procedure is to provide appropriate after-sale services and satisfy the customer requirement to its largest extent.
2 适用范围Applicable Scope
适用于产品的售后服务。
This is applicable to the after-sale services of products.
3 职责Responsibility
质量部负责对顾客投诉意见的处理。
The Quality Department is responsible for handling the plaints.
市场销售部负责产品售后服务调查,收集用户意见和用户服务的归口管理。
The Marketing Department is responsible to investigate product after-sale services, collect the user suggestions and manage the sales services.
其它有关部门对售后服务工作进行配合。
Other relevant departments shall coordinate the after-sale services.
4 工作程序Work Procedures
收集用户意见,反馈质量信息。
Collect User Suggestions and Feed back Quality Information
市场销售部售后服务人员和业务员对主要用户每年至少一次上门或函件、电话、传真等方式调查对产品使用情况和服务质量的意见,填写〈客户调查表〉,反馈到质量部。
The after-sale service people and business representatives of the Marketing Department shall investigate the main customers’ suggestions on product application and service quality through site visit, correspondence, telephone and telefax, at least once a year. Fill in “Customer Investigation Sheet” and report it to the Quality Department.
公司任何部门受理的用户对产品质量和服务质量的投诉,必须在二小时内反馈到质量部,并填写〈质量信息反馈单〉。
The plains on product quality and service quality handled by any department must be reported to the Quality Department within two hours. And fill