联通客户服务系统业务规范（试行）中国联合通信有限公司2000年12月目录第一章总则...................................................................................................................51.1客服系统建设提出的背景........................................................................................51.2客服系统建设的目的及意义....................................................................................51.3服务内容及方式........................................................................................................61.4规范适用范围............................................................................................................6第二章组织结构及职责...................................................................................................72.1全国客户服务中心.....................................................................................................82.2省客户服务中心.........................................................................................................92.3地市客户服务中心...................................................................................................11第三章全国客户服务中心业务功能.............................................................................133.1投诉申告...................................................................................................................133.2业务咨询...................................................................................................................143.3服务监督...................................................................................................................143.4数据传输...................................................................................................................143.5数据处理...................................................................................................................143.6统计分析...................................................................................................................153.7数据备份...................................................................................................................153.8系统管理...................................................................................................................15第四章省客户服务中心业务功能.................................................................................164.1业务咨询...................................................................................................................164.2话费查询...................................................................................................................164.2.1移动业务...............................................................................................................184.2.2IP业务............................................................................................................184.2.3互联网业务.....................................................................................................184.2.4长途业务.........................................................................................................184.2.5寻呼业务.........................................................................................................184.2.6市话业务...................................................................
