【正文】 ...................................12第三部分：業(yè)務(wù)流程及管理制度 ..............................................................................12 管理制度 ...........................................................................................................13 高端用戶挽留回訪制度 ............................................................................13 用戶回訪辦法 ............................................................................................14 數(shù)據(jù)管理辦法 ............................................................................................15 挽留政策權(quán)限管理 ....................................................................................17 保密制度 ....................................................................................................17 挽留工作步驟及相關(guān)規(guī)定 ........................................................................19 客戶經(jīng)理用語規(guī)范 ....................................................................................20 挽留用戶投訴處理辦法 ............................................................................262 / 94附：會員投訴處理流程 .......................................................................................28 電話回訪規(guī)定 ...........................................................................................33 上門服務(wù)規(guī)范 ..........................................................................................33 新用戶回訪標準用語（暫行） ..............................................................34 挽留短信管理規(guī)定 ..................................................................................36 會議制度 ..................................................................................................36 報告制度 ..................................................................................................39 挽留工作質(zhì)量考評條例 ..........................................................................41 審核制度 ..................................................................................................43 機房管理制度 ..........................................................................................44 工作總結(jié)（要求） ..................................................................................45 區(qū)縣分公司挽留工作管理辦法（初稿） ..............................................46 地、市分公司績效管理考核辦法（草案） ..........................................47 業(yè)務(wù)流程 ...........................................................................................................50 修改挽留用戶客群流程 ...........................................................................50 數(shù)據(jù)反饋流程 ...........................................................................................50 數(shù)據(jù)分配流程 ...........................................................................................51 新資費政策辦理流程 ...............................................................................52 電話回訪調(diào)查處理流程圖 .......................................................................53 新用戶回訪流程 .......................................................................................54 非主城區(qū)上門服務(wù)流程 ...........................................................................55第四部分：人力資源管理 ..........................................................................................55 員工培訓(xùn) ...........................................................................................................55 管理制度 ............................................................................................................63 考勤制度 ....................................................................................................63 考核辦法 ............................................................................................................63 高端用戶挽留回訪組考核辦法 ................................................................64 普通用戶回訪組 ........................................................................................65 客戶經(jīng)理績效考核方案（第四套） ........................................................663 / 94 客戶挽留領(lǐng)班績效考核方案（第二套） ................................................68 客戶經(jīng)理嘉獎評比辦法 ............................................................................69 挽留回訪組嘉獎評定辦法 ........................................................................70 客戶經(jīng)理勞動競賽方案 ............................................................................70第五部分：挽留政策 ..................................................................................................72 以老帶新、以新固老政策 ...............................................................................72 原號預(yù)存政策 ...................................................................................................73 針對網(wǎng)絡(luò)原因的挽留政策 ...............................................................................74“零首付” 挽留政策 ..........................................................................................75 CDMA 高端用戶挽留政策 ..................................................................................76 低首付用戶轉(zhuǎn)預(yù)存模式 ...................................................................................78附錄： ..........................................................................................................................79附表 1 挽留記錄表 ...............................................................................................79附表 2 挽留工作日志記錄表 ...............................................................................80附表 3 工單記錄表 ...............................................................................................81附表 4 用戶建議反饋表 .......................................................................................81附表 5 挽留工作數(shù)據(jù)記錄表 ...............................................................................81附表 6 回網(wǎng)詳情記錄表 .......................................................................................82附表 7 回網(wǎng)嘉獎記錄表 .......................................................................................82附表 8 離網(wǎng)詳情記錄表 .......................................................................................82附表 9 離網(wǎng)數(shù)據(jù)記錄表 .......................