VIP客户服务经理岗位技能认证标准（V2.0试行版）中国电信集团公司2012年5月中国电信VIP客户服务经理岗位技能认证标准（V2.0试行版）目录一、职业概况.........................................................................................................................................................11.职业名称.......................................................................................................................................................12.职业定义.......................................................................................................................................................13.职业等级.......................................................................................................................................................14.职业环境条件...............................................................................................................................................15.职业能力特征...............................................................................................................................................16.基本文化程度...............................................................................................................................................17.培训要求.......................................................................................................................................................27.1培训期限...............................................................................................................................................27.2培训教师...............................................................................................................................................27.3培训场地设备.......................................................................................................................................28.鉴定要求.......................................................................................................................................................28.1适用对象...............................................................................................................................................28.2申报条件...............................................................................................................................................2二、基本要求.........................................................................................................................................................41.基础知识.........................................................................................................................................................41.1电信基础知识..........................................................................................................................................41.2服务礼仪及行为规范..............................................................................................................................42.专业知识.........................................................................................................................................................42.1专业基本知识.........................................................................................................................................42.2重点业务知识.....................
