中國移動自辦營業(yè)廳崗位職責和執(zhí)行細則管理手冊

1、邵陽移動自辦營業(yè)廳崗位職責和執(zhí)行細則管理手冊目 錄廳經(jīng)理篇 廳經(jīng)理篇【崗位概述】 ................................................................................................................2【崗位職責】 ..........................................................

2、......................................................2【執(zhí)行細則】 ................................................................................................................3一、現(xiàn)場管理 ......................................

3、.......................................................................3（一）營業(yè)廳人員管理 ..........................................................................................3（二）營業(yè)廳環(huán)境設備管理 .................................

4、....................................................4（三）值班經(jīng)理 .......................................................................................................5（四）疑難投訴 ...............................................

5、........................................................5二、業(yè)務管理 .............................................................................................................6（一）營業(yè)廳營銷管理 ...................................

6、.........................................................6（二）營業(yè)廳服務管理 ............................................................................................7三、基礎管理 ...................................................

7、..........................................................7（一）人力資源管理................................................................................................7（二）班會管理 ...............................................

8、........................................................8（三）物料管理 .......................................................................................................8（四）財務及報表管理 ........................................

9、....................................................9【附件】 .....................................................................................................................10附件 1 報表管理 .................................

10、......................................................................10附件 2 集體團隊文化活動的開展..............................................................................12附件 3 廳經(jīng)理日常工作示例 .....................................

11、................................................14附件 4 管理小故事 ................................................................................................16值班經(jīng)理篇 值班經(jīng)理篇【崗位概述】 ...........................................

12、...................................................................21【崗位職責】 ..............................................................................................................21【執(zhí)行細則】 .........................

13、.....................................................................................22一、現(xiàn)場管理 ...........................................................................................................22（一）營業(yè)員管理.........

14、.........................................................................................22邵陽移動自辦營業(yè)廳崗位職責和執(zhí)行細則管理手冊（六）做好公司營銷政策的宣傳，主動介紹新業(yè)務...............................................46（七）解答客戶疑問，處理簡單的現(xiàn)場投訴.................

15、.........................................46（八）做好客戶離網(wǎng)挽留工作，并做好記錄..........................................................47（九）為集團客戶、全球通 VIP 客戶提供個性化的特色服務 ................................49（十）業(yè)務受理人員接待老、弱、病、殘、孕、幼客戶時應給予特別關懷..

16、.........49（十一）收集客戶、競爭對手信息 ........................................................................49三、現(xiàn)場崗位協(xié)作 ....................................................................................................50（一）業(yè)務繁忙時

17、，協(xié)助客戶分流 ........................................................................50（二）協(xié)助維護營業(yè)廳臺席秩序............................................................................51（三）特殊情景崗位協(xié)助...................................

18、....................................................51四、禁止事項 ...........................................................................................................52（一）禁止推諉 ..........................................

19、...........................................................52（二）營業(yè)人員在營業(yè)時間內(nèi)禁止出現(xiàn)違反工作紀律的行為.................................52【經(jīng)典場景案例】..........................................................................................

20、.............53一、新業(yè)務營銷場景.................................................................................................53二、營業(yè)廳場景..........................................................................................

21、..............55【附件】 .....................................................................................................................65附件 1：營業(yè)人員服務規(guī)范 ..................................................................

22、....................65附件 2：營業(yè)人員服務禮儀 ......................................................................................67投訴處理員篇【崗位概述】 ...................................................................................

23、...........................71【崗位職責】 ..............................................................................................................72【執(zhí)行細則】 .................................................................

24、.............................................72一、受理現(xiàn)場投訴 ....................................................................................................72（一）遵守投訴處理基本原則 ................................................

25、...............................72（二）投訴處理流程..............................................................................................74二、受理市公司及本部派發(fā)的投訴...................................................................

26、........75（一）遵守投訴處理基本原則 ...............................................................................75（二）投訴處理流程..............................................................................................76三、工單錄入 ...

27、........................................................................................................77四、投訴分析及報表管理 .........................................................................................78（一）投訴分析 ...