维护岗位认证教材（客户网络维护与服务岗位）客户网络维护与服务岗位认证教材分册一政企客户网络维护与服务工作要求中国电信维护岗位认证教材编写小组编制目录第一章概述..................................................................................................................................4第二章政企客户网络维护与服务支撑................................................................................62.1售前工作要求.....................................................................................................................62.1.1售前工作要求..........................................................................................................62.1.2售前工作的关键点..................................................................................................7【思考题】....................................................................................................................102.2售中工作要求...................................................................................................................102.2.1定单审核................................................................................................................102.2.2详细资源勘查........................................................................................................102.2.3制定实施方案........................................................................................................102.2.4项目施工，进度反馈............................................................................................112.2.5预警........................................................................................................................112.2.6业务调试................................................................................................................132.2.7竣工交付................................................................................................................14【思考题】....................................................................................................................162.3售后工作要求...................................................................................................................162.3.1故障受理和处理工作要求....................................................................................162.3.2疑难故障处理工作要求........................................................................................382.3.3割接通知服务工作要求........................................................................................402.3.4走访（回访）工作要求........................................................................................462.3.5专项服务活动工作要求........................................................................................492.3.6售后服务危机干预与服务跟踪预警工作要求.....................................................512.3.7政企客户售后服务资料管理工作要求.................................................................532.3.8报告编写工作要求................................................................................................582.3.9重要时期通信保障工作要求.................................................................................612.3.10应急预案演练工作要求.......................................................................................652.3.11交流活动工作要求................
