裝維人員服務(wù)工作手冊(cè)

1、1目錄一、基本服務(wù)知識(shí)..........................................................................11、服務(wù)理念............................................................................13、裝維人員應(yīng)具備的正確服務(wù)理念...................................

2、3二、裝維人員服務(wù)禮儀..................................................................41、著裝要求............................................................................42、基本站姿.....................................................

3、.......................53、見(jiàn)面....................................................................................74、坐姿....................................................................................85、蹲姿..............

4、......................................................................86、手勢(shì)動(dòng)作............................................................................97、握手動(dòng)作............................................................

5、.............108、面對(duì)面交流.....................................................................11三、服務(wù)用語(yǔ)及基本解釋話術(shù)...................................................121、禮貌用語(yǔ).......................................................

6、..................122、服務(wù)禁語(yǔ).........................................................................133、工單處理基本解釋話術(shù).................................................13四、投訴管控要求及基本解釋話術(shù).........................................

7、..151、投訴處理四項(xiàng)基本原則.................................................152、投訴處理升級(jí)管控.........................................................1533、網(wǎng)速慢—電纜不達(dá)標(biāo).............................................384、網(wǎng)速慢—引入線不達(dá)標(biāo).............

8、............................39（三）、用戶端問(wèn)題核查處理.............................................411、用戶預(yù)埋線問(wèn)題.....................................................412、用戶終端問(wèn)題.........................................................4

9、33、用戶電腦故障.........................................................444、用戶局域網(wǎng)故障.....................................................455、網(wǎng)站或應(yīng)用程序問(wèn)題.............................................46（四）、光網(wǎng)平移......................

10、...........................................471、局方做光網(wǎng)平移—用戶不愿改光纖.....................472、用戶要求改光纖無(wú)光纖資源...............................493、用戶要求改光纖施工受阻...................................50（五）、裝移機(jī)處理.............................

11、................................511、資源已用滿.............................................................512、無(wú)資源到位.............................................................523、惡劣天氣影響......................................

12、...................544、工單超負(fù)荷.............................................................545、工單流程異常.........................................................556、樓內(nèi)（室內(nèi)）預(yù)埋線問(wèn)題.....................................567、第三方阻撓施工.