【英文标准名称】:Postalservices-Qualityofservice-Measurementofcomplaintsandredressprocedures
【原文标准名称】:邮政服务.服务质量.对意见的衡量和赔偿规则
【标准号】:BSEN14012-2003
【标准状态】:作废
【国别】:英国
【发布日期】:2003-04-03
【实施或试行日期】:2003-04-03
【发布单位】:英国标准学会(GB-BSI)
【起草单位】:BSI
【标准类型】:()
【标准水平】:()
【中文主题词】:服务设施;售后服务;邮政;邮政;障碍;定义;补偿;信函;时间测量;质量保证;分类;质量要求;质量控制;邮寄
【英文主题词】:After-salesservices;Classification;Compensation;Complaints;Definitions;Letters(documents);Mail;Postaldelivery;Postalservices;Qualityassurance;Qualitycontrol;Qualityrequirements;Services;Timemeasurement
【摘要】:ThisEuropeanStandardspecifiesrequirementsforthemeasurementofcomplaintsandredressproceduresrelatedtothedomesticandinternationalpostalservice.Itdefinesvarioustypesofcomplaintsandforeachofthemestablishesamethodologyformeasuringresponseratesfortheiracknowledgement,processing,andresolutionbytheserviceprovider.Italsospecifiestherequirementsforthecomplaintsmanagementsystemtobesetupbytheserviceprovider.ThisEuropeanStandardisapplicabletoalldomesticandcross-borderserviceswithintheuniversalservice.Itcanbeusedforotherpostalservicesifappropriate.
【中国标准分类号】:M80
【国际标准分类号】:03_240
【页数】:36P.;A4
【正文语种】:英语