浅议检验检测机构如何做好客户投诉处理工作

Discussion on How Inspection and Testing Institutions to Handle Customer Complaints

随着生活质量的提高,产品质量纠纷日益增多,人们对检验检测机构的要求越来越高,随之产生的投诉也越来越多,这也是众多检验检测机构面临的问题。正确处理好客户的投诉,是检验检测机构识别改进机会,不断提高管理水平的有效手段。该文探讨检验检测机构应从文件内容、人员回避、处理流程等5个方面着手,切实做好客户投诉的处理工作。

With the improvement of quality of life,product quality disputes are increasing.People have higher and higher requirements on inspection and testing institutions,and more and more complaints are generated.This is also a problem faced by many inspection and testing institutions.Correctly handling customer complaints is an effective means for inspection and testing institutions to identify opportunities for improvement and continuously improve their management level.This article discusses that inspection and testing organizations should effectively handle customer complaints from five aspects:document content,personnel avoidance,processing procedures,and so on.