中國移動(dòng)自辦營業(yè)廳崗位職責(zé)和執(zhí)行細(xì)則管理手冊(cè)

1、邵陽移動(dòng)自辦營業(yè)廳崗位職責(zé)和執(zhí)行細(xì)則管理手冊(cè)目 錄廳經(jīng)理篇 廳經(jīng)理篇【崗位概述】 ................................................................................................................2【崗位職責(zé)】 ..........................................................

2、......................................................2【執(zhí)行細(xì)則】 ................................................................................................................3一、現(xiàn)場(chǎng)管理 ......................................

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

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

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

6、.........................................................6（二）營業(yè)廳服務(wù)管理 ............................................................................................7三、基礎(chǔ)管理 ...................................................

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

8、........................................................8（三）物料管理 .......................................................................................................8（四）財(cái)務(wù)及報(bào)表管理 ........................................

9、....................................................9【附件】 .....................................................................................................................10附件 1 報(bào)表管理 .................................

10、......................................................................10附件 2 集體團(tuán)隊(duì)文化活動(dòng)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(zé)】 ..............................................................................................................21【執(zhí)行細(xì)則】 .........................

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

14、.........................................................................................22邵陽移動(dòng)自辦營業(yè)廳崗位職責(zé)和執(zhí)行細(xì)則管理手冊(cè)（六）做好公司營銷政策的宣傳，主動(dòng)介紹新業(yè)務(wù)...............................................46（七）解答客戶疑問，處理簡單的現(xiàn)場(chǎng)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(tuán)客戶、全球通 VIP 客戶提供個(gè)性化的特色服務(wù) ................................49（十）業(yè)務(wù)受理人員接待老、弱、病、殘、孕、幼客戶時(shí)應(yīng)給予特別關(guān)懷..

16、.........49（十一）收集客戶、競(jìng)爭對(duì)手信息 ........................................................................49三、現(xiàn)場(chǎng)崗位協(xié)作 ....................................................................................................50（一）業(yè)務(wù)繁忙時(shí)

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

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

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

20、.............53一、新業(yè)務(wù)營銷場(chǎng)景.................................................................................................53二、營業(yè)廳場(chǎng)景..........................................................................................

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

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

23、...........................71【崗位職責(zé)】 ..............................................................................................................72【執(zhí)行細(xì)則】 .................................................................

24、.............................................72一、受理現(xiàn)場(chǎng)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(bào)表管理 .........................................................................................78（一）投訴分析 ...