BS 8543:2015规定了投诉处理流程的要求， 包括规划、设计、运行、维护和改进。这个 投诉处理流程适合作为 全面质量管理体系。本英国标准规定了处理和管理的以下方面 投诉:通过创建以客户为中心的 可接受反馈（包括投诉）的环境，解决任何问题 确定投诉，并加强组织？A:提高的能力 客户服务；通过充分收购，让高层管理人员参与进来，并做出承诺 以及资源的部署，包括人员培训；确认并满足投诉人的需求和期望； 为投诉人提供公开、有效且易于使用的投诉 过程分析和评估投诉，以改进产品、服务和服务 客户服务质量；对投诉处理过程进行审计；审查和改进项目的有效性和效率 投诉处理程序；宣传从 投诉和其他反馈。本英国标准涵盖通过任何联系渠道提出的投诉，并且 适用于所有规模和行业的组织。它包括 任何客户或服务用户（包括企业）的投诉。本英国标准不适用于提交解决的争议 组织外或与雇佣相关的争议。 交叉引用:BS 8477BS 18477:2010BS EN ISO 9000:2005BS EN ISO 9001BS EN ISO 9004:2009BS EN ISO 19011ISO 19011:2011BS ISO 10002:2014BS ISO 10003购买本文件时提供的所有现行修订均包含在购买本文件中。

BS 8543:2015 specifies requirements for a complaint-handling process, including planning, design, operation, maintenance and improvement. The complaint-handling process is suitable for use as one of the processes of an overall quality management system.This British Standard specifies the following aspects of handling and managing complaints:enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints identified, and enhancing the organization?s ability to improve its customer service;involving top management and commitment through adequate acquisition and deployment of resources, including personnel training;recognizing and addressing the needs and expectations of complainants;providing complainants with an open, effective and easy-to-use complaints process;analysing and evaluating complaints to improve products, services and customer service quality;auditing of the complaint-handling process;reviewing and improving the effectiveness and efficiency of the complaint-handling process;publicizing anonymized learning that has been implemented from complaints and other feedback.This British Standard covers complaints made through any contact channel and is intended for use by organizations of all sizes and in all sectors. It includes complaints from any customer or user of the service, including businesses.This British Standard does not apply to disputes that are referred for resolution outside the organization or for employment-related disputes.Cross References:BS 8477BS 18477:2010BS EN ISO 9000:2005BS EN ISO 9001BS EN ISO 9004:2009BS EN ISO 19011ISO 19011:2011BS ISO 10002:2014BS ISO 10003All current amendments available at time of purchase are included with the purchase of this document.