重庆联通客户维系及挽留管理办法目录第一部分：组织管理....................................................................................................41.1挽留工作的目标.................................................................................................41.2组织机构.............................................................................................................51.2.1公司挽留组织架构及职责界面的划分......................................................51.2.2客服部挽留组织架构..................................................................................61.3工作职责及工作标准..........................................................................................61.3.1工作职责......................................................................................................61.3.2工作标准......................................................................................................71.4阶段性任务.........................................................................................................81.4.1近期工作目标：..........................................................................................81.4.2远期工作目标：..........................................................................................91.5绩效考核.............................................................................................................9第二部分：技术支撑..................................................................................................102.1业务需求...........................................................................................................102.2业务对象及标准...............................................................................................102.3系统建设目标....................................................................................................112.4系统建设原则..................................................................................................12第三部分：业务流程及管理制度..............................................................................123.1管理制度...........................................................................................................133.1.1高端用户挽留回访制度............................................................................133.1.2用户回访办法............................................................................................143.1.3数据管理办法............................................................................................153.1.4挽留政策权限管理....................................................................................173.1.5保密制度....................................................................................................173.1.6挽留工作步骤及相关规定........................................................................193.1.7客户经理用语规范....................................................................................203.1.8挽留用户投诉处理办法............................................................................26附：会员投诉处理流程.......................................................................................283.1.9电话回访规定...........................................................................................333.1.10上门服务规范...................................
