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........................................................................................................................................................考试名称..............................................................................工作描述..............................................................................技能认证等级..........................................................................培训要求.............................................................................培训期限.........................................................................培训教师.........................................................................培训场地设备......................................................................鉴定要求.............................................................................适用对象.........................................................................申报条件..........................................................................认证方式..............................................................................考评人员与考生配比....................................................................认证时间..............................................................................认证场所..............................................................................认证内容..............................................................................二、基本要求........................................................................................................................................................企业文化基础知识.....................................................................职业道德....................................................................................................................................................电信基础知识....................................................................................................................................................产品业务基础知识.....................................................................通信网...............................................................................................................................................................业务平台...........................................................................................................................................................产品及业务........................................................................................................................................................服务技能知识.........................................................................服务基础知识...................................................................................................................................................投诉处理概述...................................................................................................................................................投诉处理主要环节与方法...............................................................................................................................投诉人员情绪管理................................................................................................................