第1页共35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35页目录第一部分客户服务部人事制度31.工作岗位职责..........................................................................................................................................31.1客户工作部主管岗位职责...............................................................................................................31.2客户投诉专管员岗位职责——在施服务.......................................................................................31.3客户投诉专管员岗位职责——售后服务.......................................................................................41.4客户信息专员岗位职责...................................................................................................................41.5客户工作部秘书岗位职责...............................................................................................................52.任职资格..................................................................................................................................................63.人员编制结构图......................................................................................................................................7第二部分管理制度81.客户工作部内部管理制度......................................................................................................................81.1部门例会制度...................................................................................................................................81.2电话接听制度...................................................................................................................................81.3值班制度...........................................................................................................................................91.4工作行为及态度要求.....................................................................................................................101.5奖惩制度.........................................................................................................................................122.客户服务业务制度................................................................................................................................132.1客户投诉受理制度.........................................................................................................................132.2客户回访制度.................................................................................................................................152.3客户亲情服务制度.........................................................................................................................172.4客户数据库档案建立制度.............................................................................................................17客户________投诉档案目录..........................................................................................................18客户工作部投诉跟踪单........................................................................................................................19客户投诉处罚意见书............................................................................................................................20现场处理问题纪要.....................................................