Standard No.:	GB/T 19012-2008
Chinese Name:	质量管理顾客满意组织处理投诉指南
English Name:	Quality management—Customer satisfaction—Guidelines for complaints handling in organizations
Professional Classification:	A00 Standardization and Quality Management
Professional Classification:	GB National Standard
ICS Classification:	03.120.10 Quality management and quality assurance
Issued by:
Issued on:	2008-05-07
Implemented on:	2008-12-01
Status:	ABOLISHED
Replace By:	GB/T19012-2019 Quality management—Customer satisfaction—Guidelines for complaints handling in organizations
Replace By Date:	2020-01-01
Language:	English
File Format:	PDF
Word Count:	12500 words
Price(USD):	375 (USD)
Delivery:	via email in 1-3 business day

前言Ⅲ
引言Ⅳ
1 范围1
2 规范性引用文件1
3 术语和定义1
4 指导原则2
4.1 总则2
4.2 透明2
4.3 方便2
4.4 响应2
4.5 公正2
4.6 免费2
4.7 保密3
4.8 以顾客为关注焦点的方法3
4.9 责任3
4.10 持续改进3
5 投诉处理框架3
5.1 承诺3
5.2 方针3
5.3 职责和权限3
6 策划和设计4
6.1 总则4
6.2 目标4
6.3 行动4
6.4 资源4
7 投诉处理过程的运行4
7.1 沟通4
7.2 投诉受理5
7.3 投诉跟踪5
7.4 投诉告知5
7.5 投诉初步评审5
7.6 投诉调查5
7.7 投诉响应5
7.8 沟通决定5
7.9 投诉终止5
8 保持和改进5
8.1 信息收集5
8.2 投诉分析和评价6
8.3 投诉处理过程的满意程度6
8.4 投诉处理过程的监视6
8.5 投诉处理过程的审核6
8.6 投诉处理过程的管理评审6
8.7 持续改进6
附录A (资料性附录) 小企业指南8
附录B (资料性附录) 投诉者登记表9
附录C (资料性附录) 公正10
附录D (资料性附录) 投诉处理记录表11
附录E (资料性附录) 响应14
附录F (资料性附录) 递进流程图15
附录G (资料性附录) 业绩持续监视16
附录H (资料性附录) 审核18
参考文献19