【正文】 ............................................. 24 訂單催款處理流程 ................................................................................................................................................ 26 幽靈匯款用戶認(rèn)領(lǐng)操作流程 ................................................................................................................................ 28 WEB CALL CENTER 服務(wù) .......................................................................................................................................... 30 投訴 /表?yè)P(yáng) /建議受理流程 ...................................................................................................................................... 32 電話轉(zhuǎn)接流程 ........................................................................................................................................................ 35 惡意用戶處理流程 （流程待商定） ................................................................................................................. 36 3 后臺(tái)組 .................................................................................................................................................................... 36 訂單審核流程 ........................................................................................................................................................ 36 訂單到帳輸入流程 ................................................................................................................................................ 38 訂單到帳處理流程 ................................................................................................................................................ 40 物流對(duì)帳 ................................................................................................................................................................ 41 升級(jí)投訴處理流程 ................................................................................................................................................ 42 發(fā)貨后退 /換貨處理流程 ....................................................................................................................................... 43 貨物無(wú)法送達(dá)處理流程 ........................................................................................................................................ 47 客 戶回訪 ................................................................................................................................................................ 48 訂單完結(jié)處理流程 ................................................................................................................................................ 49 MAIL/FAX 處理流程 .......................................................................................................................................... 50 站內(nèi)信處理流程 .................................................................................................................................................. 51 幽靈單處理流程 .................................................................................................................................................. 52 用戶申請(qǐng)退款處理流程 ...................................................................................................................................... 54 3 虛擬賬戶調(diào)整申請(qǐng) .............................................................................................................................................. 56 支付方式說(shuō)明 ...................................................................................................................................................... 57 4 語(yǔ)音質(zhì)檢 ................................................................................................................................................................ 66 質(zhì)檢工作流程 ........................................................................................................................................................ 66 語(yǔ)音服務(wù)規(guī)范 ........................................................................................................................................................ 72 客服部語(yǔ)音質(zhì)檢標(biāo)準(zhǔn) ............................................................................................................................................ 83 5 倉(cāng)庫(kù) ........................................................................................................................................................................ 88 倉(cāng)庫(kù)停電處理流程 ................................................................................................................................................ 88 商品入庫(kù)作業(yè)流程 ................................................................................................................................................ 90 商品出庫(kù)作業(yè)流程 ................................................................................................................................................ 94 過期殘品處理作業(yè)流程 ........................................................................................................................................ 97 客戶退貨檢驗(yàn)處理作業(yè)流程 .............................................................................................................................. 100 質(zhì)檢及退貨處理作業(yè)流程 .................................................................................................................................. 101 倉(cāng)庫(kù)盤點(diǎn)作業(yè)規(guī)范 .............................................................................................................................................. 103 倉(cāng)庫(kù)安全管理規(guī)定 .............................................................................................................................................. 106 倉(cāng)庫(kù) 5S 管理規(guī)定 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