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ZIXUNREXIAN:

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RENXINGHUABIAOZHUNHUAFUWU,ZHILIYUTISHENGYONGHUMANYIDU,KEHUMANYIJIUSHIDUIWOMENGONGZUODEZUIDARENKE。

一、首访阶段服务行为规范

1、DIANHUAJIETONGSHIZHUYILIMAOYONGYU,DUOYONG“NINHAO”“XIEXIE”“QINGSHAODENG”“NINQINGSHUO”;

2、JIETINGDIANHUASHIYAOBAOCHIZISHIQUEBAOSHENGYINQINGXI;

3、BIMIANJIETINGDIANHUASHIBIAOXIANCHUDEBUNAIFAN,WUDONGYUZHONGHUOMANBUJINGXINDENGQINGKUANG;

4、DUIYONGHUXUNWENYAOBAOCHIZUGOUDEQINQIEHENAIXIN;

5、HUAYUJIANJIE,YIZUIJIANDANDEHUAYUJIANGSHOUFANGGONGZUODEHEXINGAOZHIYONGHU。

二、咨询,实施阶段行为规范   

1、XIANGMUJINXINGSHI,YUJIANXUYAOYUKEHUQUERENDEHUANJIEXUXIANGKEHUXIANGXIMIAOSHUGAIHUANJIE;

2、XIANGMUJINGLIZAIMEICIXIANGMUJIEDUANCHENGGUOZHANSHISHIXUYAOQINGKEHUGAOCENGGONGTONGCANYU;

3、XIANGMUJINXINGZHONG,DUIXIANGMUYOUZHENGZHIDEFANGMIANXUNAIXINXIANGKEHUJIESHIBINGQUDEKEHUDERENKE;

4、XIANGMUJINGLIYUSHISHIGUWENZAIXIANGMUJINZHANZHONG,ZHEZHUANGYAOZHIYE、DAFANGDETI、BULIUZHANGFA,TANTUWENYA、MIANDAIXIAORONG,YAORANGZIJIJUYOUQINHELI;

5、ZAIKEHUMIANQIANBUCHOUYAN,BUHUANONGZHUANG,BUCHUANTUOXIEZHIKEHUCHU。

三、热线支持服务行为规范要素   

1、REXIANGONGCHENGSHIZHUNSHIDAOGANGJIUWEI,SHIFENZHONGNEIZUOHAOZHIBANZHUNBEI;

2、DANGRIZHIBANGONGCHENGSHIZAISHANGBANHOU30FENZHONGNEIYUQIANYIRIZHIBANGONGCHENGSHIJIAOJIEWEICHULI(WEIJIEJUE)SHIXIANG;

3、REXIANDIANHUALINGXIANGSANSHENGJIETING,JIETINGSHISHIYONGREXIANBIAOZHUNHUASHU;

4、REXIANJIETONGHOU,KEHUWENTIRUGUOXUYAONEIBUZIXUNHUOTAOLUNSHI,XUZHENGQIUKEHUYIJIANZANSHIJIESHUTONGHUA,ZAIGUADUANDIANHUA1XIAOSHINEIJIKEHUHUIBO,GAOZHICHULIJIEGUOHUOCHULIZHUANGTAI;

5、TONGHUAJIESHUHOULIJIGUAHAODIANHUA,BAOCHIREXIANCHANGTONG;

6、RENZHENQINGTINGYONGHUREXIANXUSHU,XIANGXIZUOHAOMEIGEREXIANJILU,JILUYONGHUGUZHANGXIANXIANG,BIMIANMOHUBUQINGDEXUSHU;

7、REXIANGONGCHENGSHIJINLIANGZAIDIANHUAZHONGJIEDAYONGHUWENTI,DUIYUWUFAJIEJUEDEWENTI,YOUFUWUJINGLIZUZHIRENYUANDUIGAIWENTIJINXINGNEIBUJISHUHUIZHEN,ZAISANXIAOSHINEIDAFUKEHUJIEJUEJIEGUOHUOXIANCHANGANPAISHIJIAN;

8、SHIXING“SHOUWENZERENZHI”,JIYONGHUXUNWENSHIXIANGSHI,SHOUXIANFUZEJIETINGREXIANDEGONGCHENGSHIBIXUSHIYONGHUDEWENTIDEDAOSHOULI,HUOBANGZHUYONGHULIANXIYOUGUANBUMEN,BUDEXIANGWAITUIWEI;

9、GONGZUOZHONGCHENZHELENGJING,NAIXINJIEJUEYONGHUKUNNAN,YONGXINTINGQUYONGHUYIJIAN,NAIXINJIESHIYONGHUWUHUI;

10、ZAIMEIYOUHUOQUYONGHUDANWEICHUMIANSHOUQUANDEQINGKUANGXIA,REXIANGONGCHENGSHIBUDEXIELUZHANGTAOHUOBAOBIAOKOULINGDERENHEPOJIEFANGFA;

11、ZAIGONGZUOSHIJIANNEI,WEIJINGXUKEBUDESHANZILIGANG;

12、GONGZUOQIJIAN,BUSHIYONGREXIANJINXINGSIRENTONGHUAHUOLIAOTIAN;

13、GONGZUOQIJIAN,JIANGSHOUJI、XIAOLINGTONGDENGTONGXUNSHEBEIDIAOCHENGZHENDONGHUOJINGYINZHUANGTAI,BIMIANYINGXIANGYONGHUREXIANTONGHUA。

四、现场支持服务行为规范   

1、QUEREN:FUWUGONGCHENGSHIJIEDAOFUWUDANHOU,MINGQUEFUWUDANSHANGJILUWENTIDEJIEJUEFANGAN,YUYONGHUQUERENLIANXIRENYUYONGHUDANWEIDIZHI;

2、YUYUE:ANZHAOYUYONGHUYUEDINGDESHIJIANSHANGMEN,RUYUTESHUQINGKUANG,TIQIANGAOZHIYONGHUBINGZHONGXINQUEDINGSHANGMENSHIJIAN;

3、GUAPAI:ZAIJINRUYONGHUDANWEIQIAN,PEIDAIFUWUGONGCHENGSHIXIONGPAI;

4、QIAOMEN:ZHAODAOYONGHUBANGONGSHIHOU,QINGQINGKOUMENSANSHENG,DENGZHURENYUNXUHOUJINMEN,BINGLIMAODEXUNWEN:“NINHAO,WOSHIYONGYOUFUWUGONGCHENGSHI,QINGWENXXXIANSHENG/NVSHI(XIAOJIE)ZAIMA?”

5、JIESHAO:JIANDAOYONGHULIANXIRENHOU,ZIWOJIESHAO“WOSHIYONGYOUFUWUZHONGXINXXHAOFUWUGONGCHENGSHI,HENGAOXINGWEININFUWU”,RUSHIDUOCIFUWUDEYONGHU,KEMIANQUZIWOJIESHAODEGUOCHENG,ZHIJIESHUO:“HENGAOXINGZAICIWEININFUWU!”

6、XUNWEN:QINGYONGHUKAIJIYANSHI,HESHIFUWUDANSHANGJILUDEWENTI、GUZHANGHESHIYONGZHONGYUDAODEQITAWENTI;

7、BEIFEN:ZAIJIEJUEYONGHUWENTIQIAN,SHOUXIANZUOHAOYONGHUSHUJUBEIFEN,YIMIANSHUJUDIUSHI;

8、JIEJUE:CHAZHAOYUANYIN,JIEJUEWENTI,PAICHUGUZHANG,JIECHUYIHUO,RUYUZIJIWUFAJIEJUEDENANTISHI,YIMIANXIANGYONGHUQIANYIDEJIESHIWENTIDEFUZA,JIEJUEXUYAOHUAFEIYIDINGSHIJIAN,YIMIANJIKEXIANGGONGSIQINGQIUZHICHI,JINKUAINIDINGFANGAN,YUYIJIEJUE,RUXUDAIYONGHUSHUJUHUIGONGSIHUIZHEN,XUYAODEDAOYONGHUDESHUMIANSHOUQUAN;

9、JIANGJIE:QINGYONGHUCAOZUOSHIYUNXINGRUANJIANXITONG,DANGMIANJIANYANCHULIJIEGUO,XIANGYONGHUXIANGXIJIANGJIEWENTIHEGUZHANGCHANSHENGDEYUANYINJIPAICHUHEYUFANGBANFA;

10、QIANZI:QINGYONGHUZAI《XIANCHANGFUWUJILUDAN》SHANGQIANZI,RENKEBENCIFUWU,XIANGYONGHUGAOCI。

五、用户培训服务行为规范   

1、ZAISHOUKEHEFUDAOQIJIAN,BIXUZHEGANJINGZHENGJIEDEZHIYEFUZHUANG;

2、HUIDAYONGHUWENTISHIXUSHIYONGLIMAOYONGYU,RU“NINHAO”、“QINGSHAODENG”DENGDENG;

3、DANGYONGHUZIXUNWENTISHI,YINGYUYONGHUBAOCHIXIANGTONGZISHI,RUKEHUZHANZHETIWEN,YINGZHANZHEHUIDA,ZAIHUIDAWENTIGUOCHENGZHONGYINGTINGZHISHOUZHONGZHENGZAIJINXINGDEGONGZUO,YUYONGHUMUGUANGJIAOLIU;

4、FUDAOGUOCHENGZHONGMEICILIKAIJIAOSHIDESHIJIANBUYINGCHAOGUO10FENZHONG,RUYUTESHUQINGKUANG,BIXUANPAIQITATONGSHIDAIGANG;

5、TAIDUHEAI,NAIXINXIZHIRENZHENZONGJIEFUDAOWENTI;

6、SHOUKESHIJINZHICHIDAO、ZAOTUI;

7、SHOUKEQIANRUSHIJILUXUEYUANKAOQINQINGKUANG。