《M1 标准话术》目 录1.基本框架................................................................................................................................51.1 纯 M1 处理的账户.......................................................................................51.2 纯超限账户................................................................................................61.3 准贷卡超额账户.........................................................................................72. 联系到卡人...........................................................................................................................92.1 首次跟进.......................................................................................................92.2 爽约客户跟进.................................................................................................92.3 常见问题处理...............................................................................................122.4 还款客户跟进.................................................................................................253. 联系到第三方......................................................................................................................273.1 联系到单位电话..............................................................................................273.2 联系到住宅电话..............................................................................................303.3 联系到联系人.................................................................................................334. 投诉客户回复话术...............................................................................................................37投诉分类及应对话述.....................................................................................374.1 客户投诉因人为因素................................................................................374.2 客户投诉因系统或银行流程因素.................................................
