移动营业厅服务管理体系（1.0版）移动责任有限责任公司目录第一部分：营业厅职能与岗位职责..................................................................................................................................1第一章营业厅职能........................................................................................................................................................2一、销售职能...................................................................................................................................................2二、服务职能...................................................................................................................................................2三、信息搜集职能............................................................................................................................................3四、区域内代办督导职能................................................................................................................................3第二章营业厅员工职责................................................................................................................................................3一、业务受理...................................................................................................................................................3二、全球通专柜................................................................................................................................................3三、流动咨询...................................................................................................................................................4四、新业务演示................................................................................................................................................5五、VIP接待....................................................................................................................................................5六、综合咨询...................................................................................................................................................5七、离网挽留...................................................................................................................................................6八、业务稽核...................................................................................................................................................7九、客户经理...................................................................................................................................................7十、代办督导...................................................................................................................................................7十一、值班经理................................................................................................................................................7十二、厅经理...................................................................................................................................................8第二部分：营业厅服务规范..............................................................................................................................................9第一章营业厅员工行为规范...............................................
