招商证券经纪业务投资顾问服务手册私人客户部编制目录第1章序言····················································································3第2章客户分级及服务标准指引·························································42.1“牛卡”客户分级····································································42.2客户分级及其标准···································································42.3不同等级客户的服务与产品·······················································42.3.1客户分级服务体系（特色）项目···········································42.3.2客户在各种委托系统界面的差别化设计··································52.4E号通服务指引·······································································62.4.1E号通电话、邮件及传真方式···············································62.4.2E号通热线咨询服务···························································62.4.3E号通信息定制指引···························································62.4.4客户投诉预约处理·····························································82.4.5E号通自助服务操作···························································82.4.6通买通卖·········································································92.5牛卡管理·············································································102.6客户积分·············································································102.6.1客户积分指标··································································102.6.2客户积分的用途·······························································102.7客户积分换短信服务计划牛卡管理············································10第3章资讯产品及服务支持索取指引·················································133.1可获取的资讯产品及获取渠道指引············································133.2可获取的服务支持及流程指引··················································13第4章资讯产品推送指引························································...
