通信集团公司1860客户服务中心业务规范中国移动通信集团公司二○○二年二月目录1.总则.........................................................................................................................11.1.概述..................................................................................................................11.2.原则与目标......................................................................................................11.3.适用范围..........................................................................................................21.4.起草单位..........................................................................................................21.5.解释权..............................................................................................................22.组织结构及职责.....................................................................................................32.1.全国一级业务中心职责..................................................................................32.2.全国一级业务中心组织结构..........................................................................42.3.省客服中心职责..............................................................................................42.4.省客服中心组织结构......................................................................................53.省客户服务中心业务功能.....................................................................................63.1.概述..................................................................................................................63.2.省中心功能描述..............................................................................................73.3.业务结构图......................................................................................................93.4.业务受理功能..................................................................................................93.5.预约服务........................................................................................................203.6.缴费服务........................................................................................................213.7.查询服务........................................................................................................273.8.业务咨询........................................................................................................373.9.投诉申告/客户建议.......................................................................................383.10.信息发布........................................................................................................553.11.客服业务管理................................................................................................613.12.统计分析........................................................................................................954.客户服务中心业务流程.....................................................................................1104.1.业务受理......................................................................................................1104.2.查询服务......................................................................................................1204.3.投诉申告/客户建议.....................................................................................1225.附录..........
