中国电信政企客户部能力素质模型目录目录........................................................................................................................................................2一、能力素质的组成...........................................................................................................................4二、能力素质项级别划分基本原则..................................................................................................4三、客户经理岗位能力素质结构......................................................................................................5四、客户经理岗位能力素质项的定义及行为描述.........................................................................6（一）成就导向...........................................................................................................................6（二）抗挫能力...........................................................................................................................7（三）沟通倾听能力...................................................................................................................9（四）书面表达能力.................................................................................................................10（五）人际交往能力.................................................................................................................12（六）执行能力.........................................................................................................................13（七）情绪控制能力.................................................................................................................14（八）协调能力.........................................................................................................................16（九）通用基础知识.................................................................................................................17（十）专业基础知识.................................................................................................................18（十一）岗位基础知识.............................................................................................................19（十二）岗位基本技能.............................................................................................................20（十三）信息收集能力.............................................................................................................21（十四）需求分析能力.............................................................................................................23（十五）定制策略能力.............................................................................................................25（十六）主动营销能力.............................................................................................................26（十七）客户保持能力.............................................................................................................27（十八）客户关系能力.............................................................................................................29五、客户经理岗位拟设四个级别....................................................................................................31六、能力素质项评分标准...........................................................................
