【正文】 電話服務規(guī)范手冊 1 電話服務規(guī)范手冊 經(jīng)營中心辦公室 2020 年 7 月 電話服務規(guī)范手冊 2 電話服務規(guī)范手冊目錄 第一章 接電話 ......................................................................................................................................................................................3 一、 接聽電話要求 ........................................................................................................................................................................3 第二章 咨詢、下單規(guī)范用語 ...........................................................................................................................................................3 一、 下單 ..........................................................................................................................................................................................3 二、 陌生來電回訪 ........................................................................................................................................................................4 二、 增值業(yè)務推廣 ........................................................................................................................................................................4 卡 車、城際快車 ...................................................................4 保 價 .........................................................................5 代收貨款 ..........................................................................8 返簽收單 ..........................................................................9 等通知放貨 .......................................................................10 綜合服務費 .......................................................................11 接送 貨 ...........................................................................12 包 裝 ........................................................................13 第三章 規(guī)范查貨用語 ..................................................................................................................................................................... 15 一、 常規(guī)查貨用語 ..................................................................................................................................................................... 15 四、 運行晚到用語 ..................................................................................................................................................................... 16 五、 轉(zhuǎn)貨時效晚點 ..................................................................................................................................................................... 17 六、 派送不及時 .......................................................................................................................................................................... 18 七、 理賠金額、時效不滿 ........................................................................................................................................................ 18 第四章 通知規(guī)范用語 ..................................................................................................................................................................... 19 一、 通知客戶提貨 ..................................................................................................................................................................... 19 三、 安排送貨 .............................................................................................................................................................................. 20 第五章 結(jié)束電話 .............................................................................................................................................................................. 20 第六章 電話禮儀 .............................................................................................................................................................................. 20 第七章 注意事項 .............................................................................................................................................................................. 21 一、 端正的姿態(tài) .......................................................................................................................................................................... 21 二、 保持心情 .............................................................................................................................................................................. 22 三、 認真清楚的記錄 ....................................................................................................................................