质量管理 顾客满意 组织 投诉 处理指南

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1、ICS03.120.10A00中华人民共和国国家标准GB/T19012-201X/ISO10002:2018质量管理顾客满意组织投诉处理指南（征求意见稿）Qualitymanagement—Customersatisfaction—Guidelinesforcomplaintshandlinginorganizations（ISO10002:2018，IDT）201X-XX-XX发布201X-XX-XX实施国家市场监督管理总局发布中国国家标准化管理委员会GB/T19012-201X/ISO10002:20184

2、目次前言...............................................................................................................................................................iii引言..........................................................................................

3、.....................................................................iv1范围................................................................................................................................................................12规范性引用文件...............

4、.............................................................................................................................13术语和定义..............................................................................................................................

5、......................14指导原则........................................................................................................................................................34.1总则........................................................................

6、.......34.2承诺...............................................................................34.3能力...............................................................................34.4透明...........................................................................

7、....34.5易于获取...........................................................................34.6响应...............................................................................34.7客观...............................................................................4

8、4.8费用...............................................................................44.9信息完整...........................................................................44.10保密....................