| 摘要 |
PURPOSE: A method for receiving/processing a client complaint through a network is provided to manage a client complaint integrally, inquire and record the complaint by only restricted staff, allot public resentments directly to a charged staffs, and inform a processed fact to a corresponding client using a network in a company maximally. CONSTITUTION: A public resentment from an external institution(financial competent institution, consumer organization, etc.), a VOC(Voice of customer) by a client, a dispute processing request to a dispute settlement committee, an appreciative letter from a consumer, etc. are received(S100). The received public resentment and the VOC are classified, and the dispute processing request is classified according to charged staffs(S101). The charged staff processes the received dispute processing request, answers the result, and stores corresponding data. If statistics of the stored processed matter are requested, a corresponding database is analyzed and statistics are output(S102). A staff who damaged a company receives a disciplinary action(S103).
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