2

/

64

2.2 客户接触管理

........................................................................................17

2.3. 敏感客户管理

......................................................................................18

2.4.报表管理

................................................................................................20

2.5 工单管理规范

.........................................................................................21

2.6 业务受理规范

.........................................................................................23

2.7 工作日流程

............................................................................................25

2.8 现场管理

................................................................................................27

第三部分 工作流程与规范

........................................................................................32

1. 业务流程

.........................................................................................................32

1.1 预警处理

................................................................................................32

1.2 主动营销

................................................................................................33

1.3 客户关怀

................................................................................................35

1.4 个性服务

................................................................................................36

1.5 被动服务

................................................................................................38

2. 电话经理主要服务项目工作模板

.................................................................40

2.1 首次问候

.................................................................................................40

2.2 缴费提醒

.................................................................................................42

2.3 协议到期提醒

.........................................................................................43

2.4 节假日及特殊时刻问候

.........................................................................44

2.5 业务推荐

.................................................................................................46

2.6 客户异动关怀

.........................................................................................48

2.7 离网挽留

.................................................................................................50

2.8 投诉处理

.................................................................................................52

2.9 客户建议反馈

.........................................................................................54

3.电话经理服务技巧及禁忌

...............................................................................56

3.1 电话经理服务技巧

................................................................................56

3.2 服务禁忌及服务忌语

............................................................................59

附：运营绩效指标

......................................................................................................62

1 业务指标

....................................................................................................62