客服工作手册西环网上商城二0一0年四月目录一、部门介绍...........................................................................................................................................................4二、岗位职责...........................................................................................................................................................42.1客服部主管................................................................................................................................................42.2电话事务员................................................................................................................................................42.3订单处理事务员........................................................................................................................................5三、工作时间安排...................................................................................................................................................5四、服务渠道...........................................................................................................................................................52.2.1电话.......................................................................................................................................................52.2.2即时在线方式........................................................................................................................................52.2.3其他方式................................................................................................................................................5五、服务流程及问题转接规定................................................................................................................................6六、标准话述...........................................................................................................................................................66.1开头语及问候语应答规范........................................................................................................................66.2电话无法听清时的应答规范....................................................................................................................66.3关于特殊沟通内容的应答规范................................................................................................................66.4客户抱怨与投诉的应答规范....................................................................................................................66.5软硬件故障的应答规范............................................................................................................................66.6结束语应答规范........................................................................................................................................76.7服务忌语...................................................................................................................................................76.8关于在线客服的用语规范........................................................................................................................76.9关于在线咨询与评论的用语规范............................................................................................................7七、常见问题及工作要求..............
