第1页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共71页中国移动通信集团公司网上客户服务规范（讨论稿1.0版）第2页共71页第1页共71页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共71页1概述..........................................................................................................................................31.1前言..........................................................................................................................31.2原则和目标..............................................................................................................41.3适用范围..................................................................................................................41.4编制单位..................................................................................................................41.5解释权......................................................................................................................42网上客户服务组织结构及职责...............................................................................................42.1组织结构..................................................................................................................52.2职责划分..................................................................................................................52.3与其它业务系统的关系...........................................................................................73业务功能..................................................................................................................................73.1业务功能总体描述...................................................................................................73.2资讯类业务..............................................................................................................73.3业务推介..................................................................................................................73.4业务咨询..................................................................................................................73.5业务受理..................................................................................................................73.6客户建议与投诉.......................................................................................................73.7跨区客户服务...........................................................................................................73.8全球通客户俱乐部会员服务...................................................................................73.9集团大客户服务.......................................................................................................73.10主动服务..................................................................................................................74网上客户服务管理..................................................................................................................74.1信息综合统计...........................................................................................................74.2监督与考核..............................................................................................................74.3业务数据管理.................................................................................
