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margin-bottom: 0px; text-align: left; text-indent: 32px; padding: 0px; clear: both; max-width: 100%; box-sizing: border-box; min-height: 1em; overflow-wrap: break-word !important;"><span style="color: rgb(0, 0, 0);"><span style="font-size: 18px;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; letter-spacing: 0.544px; overflow-wrap: break-word !important;">247『投诉闭环管理机制</strong></strong></span><strong style="font-size: 18px; letter-spacing: 0.544px; margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;">』</strong></span></p></section></section></section></section></section></section></section></section><p></p><section powered-by="xiumi.us" style="white-space: normal; margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; 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margin: 0px 0px 10px; padding: 0px; max-width: 100%; box-sizing: border-box; letter-spacing: 0.544px; background-color: rgb(255, 255, 255); overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; display: inline-block; width: 677px; vertical-align: top; border-color: rgb(255, 211, 171) rgb(255, 202, 0) rgb(255, 202, 0); border-width: 1px; border-radius: 0px; border-style: none solid solid; overflow-wrap: break-word !important;"><section powered-by="xiumi.us" style="margin: 20px 0px 13px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px 10px; max-width: 100%; box-sizing: border-box; color: rgb(240, 176, 121); line-height: 1.8; letter-spacing: 1.8px; overflow-wrap: break-word !important;"><p style="margin-bottom: 16px; text-indent: 35px;"><span style="font-size: 17px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: rgb(0, 0, 0);"></span></p><p style="margin-top: 0px; margin-bottom: 0.1px; padding: 0px; max-width: 100%; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; text-align: justify; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; box-sizing: border-box !important; overflow-wrap: break-word !important;">各位朋友大家好，欢迎来到Tonii老师精益讲堂，接下来Tonii老师将带领大家进入，每天5分钟，精益伴你行系列课程。</span></p><p style="margin-top: 0px; margin-bottom: 0.1px; padding: 0px; max-width: 100%; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; text-align: justify; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; box-sizing: border-box !important; overflow-wrap: break-word !important;"><br/></span></p><section style="margin: 0px 0px 0.1px; padding: 0px; max-width: 100%; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; text-align: justify; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">今天将为大家分享客户投诉管理体系的第三个内容——流程机制，建立以客户为中心的<strong>投诉闭环管理机制</strong>。以客户为中心的投诉闭环管理，需要企业建立投诉的事前预防、事中控制、事后改善三位一体的长效运营机制。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">一、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事前预防</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事前预防就是根据不同投诉类型产生的原因，有针对性地建立起相应的预防措施，及时识别和发现引起客户投诉的潜在因素，以采取迅速有效的预防及应急措施，防止或减少新的投诉发生。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">比如建立新产品在正式商用前的测评机制。在推出新产品之前，由客服部门进行把关，通过对以往的类似产品引起投诉情况的分析，提出需要进行改善的方面，并叫相关产品部门进行补充和完善。针对客户对新产品提出的投诉问题，来完善投诉处理流程和预案，以有效的减少客户投诉，并在客户投诉时能够快速有效地做好应对。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">二、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事中控制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事中控制是能否处理好投诉问题、影响客户投诉满意度的关键。为有效地做好投诉事中控制，企业可以重点考虑建立如下机制。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">1.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">授权机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉处理的授权就是明确客服界面中各层次投诉处理人员所享有的权限，适度授权能够更好地快速响应客户需求，提高投诉现场解决率，提升客户的满意度。常见的授权内容包括退费退货赔偿、赠送问题解决、书面道歉等。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">当然授权的程度取决于企业对外服务承诺的水平，同时也要考虑因授权引起的管理成本，所以需要权衡授权的程度大小。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">2.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">联动机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉处理需要客服部门与各专业部门之间建立起高效的联动机制，可考虑通过绩效驱动的压力传递，将各项投诉管理指标合理分配到相关部门。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">比如对于客服部门，可以直接将客户满意度作为其考核的主要指标；而对于设计、开发实施等部门，可将客服部门的评价，包括相关部门对问题回复及时率、问题回复满意度和客户满意度，同时作为其主要考核指标。使得客服界面能够得到高效的支撑，确保投诉问题得到及时处理和回复。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">3.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">升级机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉处理的升级机制主要是根据客户投诉性质及投诉问题情况的不同，分别建立起紧急升级流程，以确保重要紧急投诉、批量投诉、疑难投诉等问题得到快速响应。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">比如针对VIP客户投诉，可考虑建立绿色服务快速处理通道；针对因某一部门原因引致的影响较大的批量投诉，可考虑建立企业内部的预警通报机制；针对难以定位问题原因的疑难投诉，可考虑建立跨部门的联合会诊机制。</span><span style="color: black; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; letter-spacing: 2px;">&nbsp;</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">三、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事后改善</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉事后改善是推动投诉问题得到最终解决，并做好投诉事前预防的重要环节。其中做好严谨的事后分析是前提，建立完善的问责机制是关键，做好客户的后续回访是根本。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">1.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">分析机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">面临市场环境、客户需求和企业自身产品的不断变化，企业需要建立起投诉事后的分析体系，可根据全面关注和专题分析相结合的方式，寻找客户投诉的热点疑点，挖掘投诉管理和投诉处理的薄弱环节，并进行重点有针对性的改善。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">2.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">问责机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉问题的事后问责机制主要是针对在相关部门因工作过错疏忽，从而造成客户大批量投诉以及升级投诉的情况下，或者在出现客户投诉问题后处理不当，造成问题扩大，从而为企业形象带来重大负面影响以及直接和间接的重大经济损失的情况下，查证清楚之后，对于相关部门直接责任人和主管领导给予过问或追究相应责任，从而来提升企业各相关部门对客户投诉问题的重视。</span></p><p style="line-height: 1.75em;"><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">3.&nbsp;</span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">回访机制</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉问题的事后回访关怀，可通过认真分析有投诉历史的客户特征，按照不同的投诉类型、不同客户分类、投诉时间，采用信函、电话、短信上门等不同的方式进行，以搜集有价值的客户信息，更真实地了解客户的需求和建议，从而不断提升服务水平。</span></p><p><br/></p></section><p style="margin-top: 0px; margin-bottom: 0px; padding: 0px; max-width: 100%; clear: both; min-height: 1em; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; 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