中国联通公司企业标准QB/CUXXX-2010中国联通客户服务业务管理规范V3.022010-XX-XX发布201X-XX-XX实施中国联通公司发布中国联通客户服务管理规范V3.0目录前言..................................................................................................................................-1-第一章综述...........................................................................................................................11目的.............................................................................................................................12规范内容.....................................................................................................................13适用范围.....................................................................................................................14编制依据.....................................................................................................................15编制附则.....................................................................................................................1第二章客户服务渠道...........................................................................................................11服务渠道架构.............................................................................................................11.1服务渠道（客户接触层）.............................................................................21.2服务支撑层.....................................................................................................22服务渠道主要职责.....................................................................................................22.1受理、处理及协调解决客户需求..................................................................22.2向客户展示和推介新业务.............................................................................22.3记录、传递客户信息.....................................................................................33服务渠道的定位与功能.............................................................................................33.1实体渠道.........................................................................................................33.1.1营业厅.................................................................................................33.1.2自有营业厅.........................................................................................33.1.3合作营业厅.........................................................................................33.1.4客户俱乐部（VIP、特色、积分回馈）...........................................33.1.5自助服务店.........................................................................................33.2直销渠道.........................................................................................................33.2.1VIP客户经理......................................................................................43.2.2集团客户经理.....................................................................................43.2.3社区经理.............................................................................................43.2.4农村支局人员.....................................................................................43.3电子渠道.........................................................................................................
