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电话经理管理手册

目录

预警填写三要素:采取的措施、用户态度、回访结果

第一部分 概述

..............................................................................................................4

1. 总则

...................................................................................................................4

2. 电话经理概述

...................................................................................................4

2.1 电话经理定义

.................................................................................................4

2.2 电话经理定位

.................................................................................................5

2.21 服务职责

.................................................................................................5

2.22 电话经理服务与其他服务的关系

.........................................................5

2.3 电话经理服务的目标客户

......................................................................6

3. 工作内容

...........................................................................................................7

3.1 电话经理服务项目

.........................................................................................7

3.2 主要工作内容

.................................................................................................8

3.21 预警处理

.................................................................................................8

3.22 主动营销

...............................................................................................10

3.23 客户关怀

..............................................................................................11

3.24 个性服务

..............................................................................................11

3.5 电话经理被动服务

.................................................................................12

第二部分 管理规范

....................................................................................................13

1.人员与岗位管理

...............................................................................................13

1.1 服务主管

................................................................................................13

1.2 质检及业务管理

....................................................................................14

1.3 后台支撑

................................................................................................14

1.4 电话经理

................................................................................................15

1.5 人员培训

................................................................................................16

2.管理规范

...........................................................................................................16

2.1.安全管理

................................................................................................16