ISO认证证书 广发信用卡获全国银行业首例ISO10002证书
ISO certification GF credit card by the national banking industry 's first ISO10002 certificate
日前，广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心获得第三方专业评审机构颁发的“客户投诉管理绩效标杆评估证书”，成为全国首家获得此殊荣的银行信用卡中心。
A few days ago, Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank Credit Card Center ) third party professional accrediting agency issued a " customer complaint management benchmarking assessment certificate ", become the country's first winning this bank credit card center.
业内人士表示，本次专业评审机构是依据GB/T 19012-2008/ISO10002：2004(质量管理＿顾客满意＿组织处理投诉指南)进行评审，获得此证书，充分证明广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心在客户投诉管理方面已跻身行业领先水平。
The personage inside course of study expresses, the professional review mechanism is based on the GB/T 19012-2008/ISO10002:2004 ( quality management - customer satisfaction - Guidelines for complaints handling in organizations ) for review, to obtain this certificate, sufficient proof of Guangdong Development Bank credit card ( card issuers, Guangdong, Guangdong Development Bank credit card credit card ) center has become the industry leader in customer complaint management.
有银行业人士表示，银行业竞争日趋激烈，产品和服务创新不断重新定义，良好的投诉管理体系已经成为提高企业竞争力的加速器，它不仅可以帮助企业更好地收集和处理客户的不满声音，还可以为企业后续的持续改进奠定基础。
A banking source said, the banking industry competition is becoming increasingly fierce, the innovation of products and services constantly redefined, good complaint management system to improve the competitiveness of enterprises has become the accelerator, it not only can help enterprises better collection and processing of customer complaints, continuous improvement to lay the foundation for the enterprise also can follow.
2011年初，广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心成功引入ISO10002投诉管理体系框架。在此体系框架的指导下，广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心定制了投诉管理机制，以95508热线为主、分支行营业网点为辅的客户投诉渠道，采用以“一站式”服务为基础，多层客户投诉升级渠道做辅助的方式处理投诉，同时对投诉问题采取“处理前移”、“跨部门联动”、“投诉应急处理”等方法，打造出“以客户为中心，让客户满意”的完善投诉管理体系。该体系提高了广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心解决客户投诉的速度和效率，切实提升客户满意度及忠诚度。
At the beginning of 2011, Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank Credit Card Center ) the successful introduction of ISO10002 complaint management system framework. This system framework, Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank Credit Card Center customization ) complaint management mechanism, main, 95508 hotline branch outlets as customer complaint channels, to adopt a " one-stop " services for the foundation, multilayer customer complaints upgrade assistant way channel do deal with complaints, the complaints take " forward", " cross-functional linkage ", " the complaint of emergency treatment " and other methods, to create a " take the customer as the center, so that customer satisfaction" and improve the complaint management system. The system improves the Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank credit card center customer complaints ) speed and efficiency, and enhance customer satisfaction and loyalty.
关于广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心投诉管理机制的优化，“处理前移”思路是重要转变之一。以往，大部分的客户投诉问题需经过前中后台的多次流转，才能最终解决客户的问题，导致整体处理时间较长。经优化后，通过总结分析常规的投诉处理策略以及适当增加前台一线处理人员的权限，减低投诉处理需流转的机会与频率，从而进一步提升客户投诉处理的效率与满意度。
The Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank Credit Card Center ) optimization of complaint management mechanism, " forward" train of thought is one of the important transition. The past, most of the customer complaints by former in multiple circulation background, to solve customer problems, resulting in the overall processing time. After the optimization, through analysis of the conventional complaint processing strategies and appropriate to increase the first-line treatment staff privileges, reduce complaint handling required transfer opportunities and frequency, so as to further enhance the efficiency and satisfaction of customer complaint handling.
通过多年来的不断努力，广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心已逐渐建立起一套科学完善的投诉处理机制，有效处理各种客户投诉。广发银行信用卡(广发卡、广发信用卡、广发银行信用卡)中心林德明总经理表示：我们将继续秉持“客户为先，真情服务”的服务观，推动投诉处理效率的不断提升，确保客户声音得到持续关注及重视。未来还会将投诉预防、监督和持续改进三大科学管理机制融入投诉管理中，逐步沿着规范化、体系化和精细化的方向发展，达到客户与银行互动共赢的良好状态。
Through many years of continuous efforts, Guangdong Development Bank credit card ( card issuers, GF credit card, Guangdong Development Bank Credit Card Center ) has gradually established a set of scientific and perfect complaint handling mechanism, effective treatment of a variety of customer complaints. Guangdong Development Bank credit card ( card issuers, Guangdong, Guangdong Development Bank credit card credit card ) center general manager Lin Deming said: we will continue to uphold the principle of " customer first, sincere service" service concept, to promote the efficiency of complaint continue to improve, to ensure that customers continue to concern and attention of sound. The future will be complaints prevention, monitoring and continuous improvement of three scientific management mechanism into the complaints management, gradually developing along the standardization, systematization and refinement of the direction, in good condition to meet customer and bank interactive win-win.
ISO认证证书 广发信用卡获全国银行业首例ISO10002证书
ISO certification GF credit card by the national banking industry 's first ISO10002 certificate
