中国联通服务管理规范2.0版中国联通公司发布目录第一章总则..........................................................................................................................................31目的..............................................................32内容范围..........................................................33适用范围..........................................................34编制依据..........................................................35编制附则..........................................................3第二章营业厅..........................................................................................................................................41服务组织架构......................................................42服务规范..........................................................633G品牌店........................................................15第三章客服中心.....................................................................................................................................161管理架构及工作职责...............................................162业务规范.........................................................203运营规范.........................................................254系统支撑.........................................................59第四章客户俱乐部.................................................................................................................................621管理架构与工作职责...............................................622业务规范.........................................................673VIP客户卡的管理.................................................784运营规范.........................................................79第五章客户经理.....................................................................................................................................891管理架构和工作职责...............................................892VI及行为规范....................................................923管理规范.........................................................92第六章电子渠道.....................................................................................................................................981管理架构及工作职责...............................................982服务规范.........................................................983服务运营规范....................................................104第七章服务行为...................................................................................................................................1061服务理念和服务行为准则..........................................1062服务人员行为规范................................................1073服务语言规范....................................................111第八章投诉处理...................................................................................................................................1141管理构架和职责..................................................1142客户投诉处理....................................................1173升级投诉处理....................................................1324客户申诉处理....................................................136第一章总则1目的根据公司品牌战略，按照“以客户为中心，用服务促发展”的服务理念要求，面向3G和全业务，制定公司统一的渠道服务管理...
