1张家界武陵山珍馆股份有限公司客服规章制度2016年9月21目录第一章总则...........................................................................................................................3（一）服务理念.....................................................................................................................3（二）服务信念.....................................................................................................................3（三）服务对象.....................................................................................................................3（四）总体职能.....................................................................................................................3一人员素质............................................................................................................................4二值班制度............................................................................................................................4三交接班制度.........................................................................................................................4四现场纪律制度.....................................................................................................................5第二章岗位职责............................................................................................................................5一客服部经理工作职责.........................................................................................................5二客服专员工作职责.............................................................................................................5三客服经理助理岗位职责。.................................................................................................6第三章在线客服管理制度.............................................................................................................6一在线客服的重要性.............................................................................................................6二在线客服岗位职责.............................................................................................................6（一）在线客服岗位职责.......................................................................................................6（二）在线客服处理售后问题职责.......................................................................................7三日常管理制度.....................................................................................................................7第四章工作内容及规范.................................................................................................................7一岗位规范............................................................................................................................7二电话客服............................................................................................................................8第五章客服礼仪............................................................................................................................8一办公室礼仪.........................................................................................................................8二电话礼仪.................................................................................................................
