中国联通服务管理规范1.0（征求意见稿）2009年2月中国联通客户服务部目录第1页共91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91页第一章总则...................................................................................................................................31概述..........................................................32品牌服务标识..................................................3第二章营业厅...................................................................................................................................41管理架构及工作要求............................................42服务规范......................................................73服务运营规范..................................................843G品牌店....................................................15第三章客服中心.............................................................................................................................151管理架构及工作职责...........................................152业务规范.....................................................173运营规范.....................................................204系统支撑.....................................................40第四章客户俱乐部.........................................................................................................................411管理架构与工作职责...........................................412业务规范.....................................................453会员卡的管理.................................................524运营规范.....................................................53第五章客户经理.............................................................................................................................581管理架构和工作职责...........................................582VI及行为规范................................................603管理规范.....................................................60第六章电子渠道.............................................................................................................................631管理架构及工作职责...........................................632服务规范.....................................................643服务运营规范.................................................67第七章服务行为.............................................................................................................................681服务理念和服务行为准则.......................................682服务人员行为规范.............................................683服务语言规范.................................................71第八章中国联通投诉处理规范.....................................................................................................721管理构架和职责...............................................722客户投诉处理.................................................743升级投诉处理.................................................834客户申诉处理.................................................85第2页共91页第1页共91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91页第九章客户服务信息采编规范.....................................................................................................881管理架构及工作职责...........................................882信息采编业务规范....................................
