中国电信客户服务投诉处理技能认证标准中国电信集团公司客户服务部编印二零一三年十月目录一、职业概况.....................................................................................................................................................41.考试名称........................................................................................................................................................42.工作描述........................................................................................................................................................43.技能认证等级................................................................................................................................................44.培训要求........................................................................................................................................................54.1培训期限................................................................................................................................................54.2培训教师................................................................................................................................................54.3培训场地设备........................................................................................................................................55.鉴定要求........................................................................................................................................................55.1适用对象................................................................................................................................................55.2申报条件................................................................................................................................................56.认证方式........................................................................................................................................................67.考评人员与考生配比....................................................................................................................................68.认证时间........................................................................................................................................................69.认证场所........................................................................................................................................................610.认证内容.......................................................................................................................................................7二、基本要求.....................................................................................................................................................71.企业文化基础知识........................................................................................................................................71.1职业道德..................................................................................................................................................71.2电信基础知识...........................................................................................................................................72.产品业务基础知识...............................................
