有限公司客户管理手册归口部门销售总公司版本号A受控号01编制人孙文良审核人批准人王文忠发布日期实施日期（本文件未经公司同意不得带出公司、不得外借）1目录前言...................................................................................................................................................31、目的...................................................................................................................................................42、适用范围...........................................................................................................................................43、职责...................................................................................................................................................54、客户等级管理...................................................................................................................................74.1客户等级评估目的.................................................................................................................74.2客户等级评估方法.................................................................................................................74.3客户等级评估步骤.................................................................................................................74.4客户等级评分标准.................................................................................................................74.5客户等级划分与信用额度计算.............................................................................................84.6客户等级评估表单.................................................................................................................84.6.1客户等级管理汇总表.................................................................................................84.6.2客户信用额度变更申请表.......................................................................................105、客户档案管理.................................................................................................................................115.1客户档案建立岗位分工........................................................................................................115.2客户档案管理流程...............................................................................................................115.3客户档案管理原则...............................................................................................................125.4客户档案表...........................................................................................................................136、客户服务管理.................................................................................................................................156.1目的.......................................................................................................................................156.2客户投诉处理流程...............................................................................................................156.3产品质量售后服务处理标准...............................................................................................166.4客户退货处理流程...............................................................................................................176.5货款折让处理流程..........................
