Complaint Handling Process
2014-03-11 16:11:48 举报
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Problem Management Process - Notification Process
Complaint process 1
作者其他创作
大纲/内容
Check for satisfaction CO checks satisfaction with customer and closes complaint
1 Month
Customer contactCO contacts customer by telephone or by customers preferred contact method
Root Cause capture and review
Resolution agreement CO agree resolution plan with customer
Compalint logged capture within corporate system visible externally to customer and internally
Resolution planCO formulates resolution plan and escalates where necessary
Pro-active follow upCO makes pro-active call to customer to ensure satisfaction is maintained
Complaint allocatedcustomer champion allocates complaint to most appropriate owner
1 working day
Implement resolutionCO implements resolution plan
Weekly review by Senior Management Team
Complaint ownershipcomplaint owner(CO) accepts and understand background
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