中国石化化工销售客户投诉管理探析

An Analysis of Customer Complaints Management in Sinopec Chemical Products Sales

参考借鉴GB/T 19012-2008标准,阐述了建立客户投诉管理机制的要素,进而从理念、执行、考核和支持层面介绍了中国石化化工销售客户投诉管理机制,并结合投诉管理现状,探讨了中国石化化工销售客户投诉管理中有待进一步研究和解决的问题,提出了相关对策建议。

This paper illustrates the elements of establishing a customer complaints system with GB/T19012-2008 for reference.Then it attempts to construct such a system for Sinopec chemical products sales in terms of concept,execution,assessment and support.Based on the current situation of the management of customer complaints in Sinopec chemical products sales,it points out problems needing further research and better dealing in its management and puts forward corresponding measures and advice as well.