中華郵政全球資訊網-各地郵局-基隆郵局

民眾抱怨處理程序

民眾抱怨及處理程序流程表

顧客抱怨及處理程序流程表
Complaint Management Procedure

上級交辦 Assigned by upper management	書面、網路 In writing or via e-mail	口頭、電話 In person or over the telephone
一.登記、分析統計 Register complaint, conduct analysis and compile statistics 二.公文答覆 Response in writing 三.追蹤結果、檢討改進 Follow up results and then review and make	一.登記、分析統計 Register complaint, conduct analysis and compile statistics 二.書面答覆 Response in writing 三.追蹤結果、檢討改進 Follow up results and then review and make improvements	一.當場紓解及答覆 Resolve and reply on the spot 二.記錄、分析統計 Register complaint, conduct analysis and compile statistics 三.追蹤結果、檢討改進 Follow up results and then review and make improvements
6日內處理完畢 Within Six days	6日內處理完畢 Within Six days	即時(或3日內處理完畢) Immediately (or within three days)