GOST R 55541-2013 System of national standards of communications services quality Quality of service provision processes Process of complaint handing《通信服务质量国家标准体系服务提供流程质量 投诉处理流程》.pdf

1、 555412013 1 2 , - 3 28 2013 . 606-4 1.02012 ( 8). ( 1 ) , -. () . , - - (gost.ru) , 2014 , - - II 5554120131 12 13 24 .35 , , .36 .5 () 8 () . 9 10III 555412013 System of national standards of communications services quality. Quality of service provision processes.Process of complaint handling 2014

2、01011 -, . , 10002, - 10002 , . - , , - , , . - . , - , , , , , . .2 : ISO 90002011 . ISO 90012011 . 100022007 . . - 190112012 537312009 . - - - , 1 , . , , - (). , 1 555412013 , , , , . , , , , .3 ISO 90002011, - :3.1: , . 5373120093.2 : , , , . 5373120093.3 : , / - . 5373120093.4 : - .3.5 (complai

3、nant): , , - . 1000220073.6 (customer): , . 1000220073.7 (customer service): - (). 1000220073.8 (customer satisfaction): .1 , .2 , - . ISO 900020113.9 (feedback): , - . 1000220073.10 (objective): , . 1000220072 5554120133.11 (policy): , . 1000220074 4.1 10002 ( ) :) ;) ;) ;) ;) ;) ;) ;) .4.2 , ,-:)

4、) , ;) ;) ;) , .5 , , 5.1 -. , . : , , , , -, .5.2 -, . - , . - -. :- ;- , ;- , . . 1000220075.3 5.3.1 - :3 555412013) ;) -, , , - ;) ;) - ;) , , - ;) , - ;) - .5.3.2 :) , -;b) ;c) -, , , -, , . 1000220075.3.3 , - , :) ;b) ;c) ;d) ;e) ;f) ;g) , - ;h) . 1000220075.3.4 , , - , :- ;- -;- , ;- .5.3.5 :- , ;- -.5.3.6 , -, .4 5554120136 6.1 6.1.1 , , .6.1.2 , , , (-, . .), . , , 1 . - .6.1.3 , - , . , , , .6.1.4 .6.1.5 -,