一、目的
为提升客服对异常投诉的敏感性，控制负面舆情的发生，加强投诉预警的管控能力，经过事前协同上报，最快速解决用户异常投诉。
二、异常客诉上报规范
异常用户投诉均需反馈至组长及客服负责人判断是否继续层层上报，视情况紧急程度可越级上报。
1.各职级上报要求：
|
一线/二线 |
组长 |
客服负责人 |
履约中心负责人 |
分管副总 |
媒体/公关负责人 |
|
第一时间上报组长 |
接收第一时间响应，判断是否上报客服负责人 |
接收并判断重要程度，视情况上报履约中心负责人 |
判断问题性质，视情况上报分管副总 |
判断问题性质协调方案 |
接收舆情及时处理 |
2.各职级职责划分：根据需反馈异常客诉类别，各职级人员负有不同处理责任。
2.1一线/二线发现异常投诉及时安抚，第一时间上报。
2.2组长反馈问题后，跟进解决方案并协助员工在线处理。
2.3客服负责人根据投诉问题判责，并推动后续公司业务和流程改善。
3.上报及处理流程
3.1一线/二线接收顾客异常投诉，安抚顾客后，建立紧急类工单同步飞单至组长；
3.2组长接收用户异常投诉反馈，按飞单流程转至客诉组长，需同步上报至客服负责人；
3.3客服负责人接收后提供可行方案告知客诉组长；
3.4客诉处理员根据客诉组长给予的权限及方案与顾客联系沟通，有效安抚并了解客诉详情及顾客需求；
3.5客诉组长反馈客诉员与顾客沟通结果至客服负责人；
3.6客诉组长及客服负责人根据客诉情形总结，根据投诉问题判责还原，对于重要权限申请下放
注：如异常客诉涉及上报管理层，客服负责人/履约中心负责人需及时将异常客诉情况同步上报至公司管理层，具体需上报管理层情形参考“异常客诉情形上报处理的层级表”
三、根据不同异常客诉情形上报处理的层级
|
类别 |
异常客诉类型 |
情景说明 |
组长 |
客服负责人 |
履约中心负责人 |
分管副总 |
媒体/公关负责人 |
|
重大舆情 |
客户扬言采用司法程序处理等有重大投诉升级倾向的 |
顾客情绪激动，表示报警，采取诉讼等方式进行投诉 |
√ |
√ |
√ |
√ |
√ |
|
顾客在我司或其他网站上恶意或不实留言，对我司将造成商誉影响的 |
顾客表示在微博，百度贴吧，小红书，百家号等留言时 |
√ |
√ |
√ |
√ |
√ |
|
|
媒体发布 |
在各地市电视台、电台、纸媒、自媒体等产生与小芒相关的负面报道 |
√ |
√ |
√ |
√ |
√ |
|
|
行业负面报道 |
315晚会等途径报道涉及小芒所销售品牌/品类商品负面报道 |
√ |
√ |
√ |
√ |
√ |
|
|
商品异常 |
人身伤害、财产损失 |
因商品或者服务导致顾客人身伤害，根据金额大小判断是否继续上报 |
√ |
√ |
√★ |
|
|
|
涉及诈骗，盗刷等财产损失 |
√ |
√ |
√ |
√ |
|
||
|
职业打假人投诉 |
顾客投诉提及违规宣传、价格欺诈，明确提及《广告法》《消法》法律条款，多倍索赔 |
√ |
√ |
√★ |
|
|
|
|
商品不符合国家法律法规标准及相关规定的 |
销售过期，材质/品牌/资质/证书造假、食品违规添加、未开封食品有异物等 |
√ |
√ |
√★ |
|
|
|
|
商品或活动异常 |
批量投诉 |
同一问题日投诉量5单以上，类似空气炸锅或进度条等异常 |
√ |
√ |
√★ |
|
|
|
315投诉单、投诉举报单、市长信箱 |
顾客因为我司导致的问题投诉至长沙市市监局市场监管投诉举报平台投诉单、长沙市12345政务热线工单 |
√ |
√ |
√ |
|
|
|
|
供应商异常 |
供应商或厂家售后服务过程中出现重大态度问题 |
顾客表示供应商私自联系顾客进行辱骂 |
√ |
√ |
√★ |
|
|
|
供应商服务异常 |
因供应商经营状态异常导致无法履约发货或者提供售后服务 |
√ |
√ |
√★ |
|
|
|
|
说明：√表示上报★表示判断是否再逐级上报 附：以上上报时限不分上下班及节假日时间。 |
|||||||
四、异常客诉总结汇报
1.直接处理人需在异常客诉处理完毕后，向组长及客服负责人反馈事件处理结果及情况说明，并以周报的形式重点分析和记录
2.涉及公司级业务和流程改善事项，由客服负责人/履约中心负责人追踪改善进展
3.售后通过顾客来话或回访数据，持续关注、反馈改善效果
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