XX电信政企客户部能力素质模型之二目录目录.................................................................................................................................................2一、能力素质的组成.....................................................................................................................3二、能力素质项级别划分基本原则..............................................................................................3三、客户经理岗位能力素质结构.................................................................................................3四、客户经理岗位能力素质项的定义及行为描述......................................................................4（一）成就导向.....................................................................................................................4（二）抗挫能力.....................................................................................................................4（三）沟通倾听能力.............................................................................................................5（四）书面表达能力.............................................................................................................6（五）人际交往能力.............................................................................................................6（六）执行能力.....................................................................................................................7（七）情绪控制能力.............................................................................................................8（八）协调能力.....................................................................................................................8（九）通用基础知识.............................................................................................................9（十）专业基础知识.............................................................................................................9（十一）岗位基础知识.......................................................................................................10（十二）岗位基本技能.......................................................................................................11（十三）信息收集能力.......................................................................................................11（十四）需求分析能力.......................................................................................................12（十五）定制策略能力.......................................................................................................13（十六）主动营销能力.......................................................................................................13（十七）客户保持能力.......................................................................................................14（十八）客户关系能力.......................................................................................................15五、客户经理岗位拟设四个级别...............................................................................................16六、能力素质项评分标准...........................................................................................................16七、能力素质项评估举例.........................................................................
