綜合服務(wù)考試題庫及答案

1、theparty.Focusonhonestyselfdisciplinestardsof“fourclean““fourconsciousness“holdthewkprinciplevariousviolationsofpartydisciplinepunishment...2.seriesspoke.ToXIonrulingactingpoliticalXIGeneralSecretaryseriesimptantspeechre

2、ading(2016version)XIGeneralSecretaryimptantspeecharticlesed(leadersreading)outpovertyfbasictextbookindepthlearningunderstXIGeneralSecretaryseriesimptantspeechspiritonFujianwkofseriesimptantindicatesspiritunderstonrefmdev

3、elopmentstableInteridiplomaticdefenserulepartyrulingarmyofimptantdiscussesunderstthroughoutwhichofMarxdoctrinepositionviewsmethodGraspthetruefaiththroughthepursuitofhisticalsensesincerefeelingsfthepeoplepragmaticstyleoft

4、hought.Shouldpayattentiontotheoverallgraspmasterrelationshippreventfragmentation.AddresslearningseriesattentionshouldbepaidbasedonpersistingdevelopingsocialismwithChineseacteristicstothethemefocusesonunderstingcomradeXIJ

5、inpingasGeneralSecretaryoftheCPCCentralCommitteeongovernanceofthenewconceptofnewideasnewstrategies.(1)thedeepunderstingwearecarryingoutthegreatstruggleofhistywithmanynewfeaturesthatChinasdevelopmentisanimptantperiodofstr

6、ategicopptunitiesthesameconnotation.(2)tograspafirmsystemofsocialismwithChineseacteristicstheyofconfidenceconfidenceconfidencewinningcompletethebuildingofawelloffsocietyrealize“two100year“goaldreamsChinathegreatrejuvenat

7、ionoftheChinesenation.(3)understthedomesticinternationalsituationscodinationof“fiveinone“overalllayoutfour“comprehensive“strategy.(4)adeepunderstingofinnovationcodinationdevelopmentofgreenopensharedideasadapttonewnmalgra

8、spleadingeconomicdevelopmentgreateremphasisonadvancingthesupplysidestructuralrefmtoleadthedevelopmentofnewdevelopmentpractices.Vigousimplementationofinnovationdrivendevelopmentstrategystrivetoenhancetheoverallcodinationo

9、fdevelopmenttopromoteharmoniouscoexistencebetweenmannaturefmtheopeningtothenewsystemfocusonthepracticeofpeoplecentreddevelopment.(5)indepthunderstfulldeepeningrefmadvancenationalgovernancesystemgovernancecapacitymodernma

10、kesmarketinresourcesconfigurationintheupdecisiverolebetterplayGovernmentrolewithoutshakeinsistedChinabasiceconomicsystempromotedvariousownershipeconomichealthdevelopmentadvance“areaway“constructionBeijingJinJIcollabative

11、developmentYangtzeRivereconomicwithdevelopmentfulllawrulingconstructionChinafeaturesSocialistruleoflawsystemdevelopmentSocialistdemocracyinsistedChinafeaturessocialistpoliticaldevelopmentroadFosteringpracticingtheSociali

12、stcevaluesenhanceculturalvaluesofconfidenceselfconfidencebuildingSocialistcultureinChinasetuptheoverallnationalsecurityconceptrespectthesovereigntyofwksbuildglobalIntergovernancesystemadheretothecrectviewbuildinghumanfat

13、es.(6)tograspthefullstrictnessrequirementstrictadherencetothepartyspoliticaldisciplinerulesloyalcleanplaystrengthenthewindagainstcruptionadheretothe“Tigers““fly“.(7)thegraspscientificmethodsofthinkingwkingviewtrendspatte

14、rnseventstostrengthenstrategicthinkingdialecticalthinkingsystemsthinkingcreativethinkingthebottomlinethinkingsetupproblemientedfocusonriskfilltheshtBoardemptytalksjeopardizenationalinterestsinmindhardwkprosperousadeploym

15、entaninepointimplementation...Thecontentcomprehensivelystrengthentheideologicalpoliticalconstructionoftheleadinggroupwkstylecapacitybuilding.3.thekeytosolvetheproblem.SeriouslyimplementXIGeneralSecretaryontrainingcreated

16、hasirongeneralbeliefirongeneralfaithirongeneraldisciplineironGeneralplayofcadresteamrequirementscontrolacquisitionGeneralSecretaryon“sevenahasof““fiveamust“imptantdiscussesenhancedpoliticalconsciousnessoverallconsciousne

17、ssceconsciousnessparconsciousnessinthoughtpoliticalShangactionShangwithtoXIcomradefGeneralSecretaryofCentralkeepheightconsistentseriouslypracticeline“threestrictthreereal“requirementsgoodcadresstarddohearthaspartyheartha

18、speoplehearthasaccountabilityHeartringmodel.(1)theleadfirmidealsbeliefs.Fin“l(fā)iftwhatflaggowhatroad“Shangoffuzzyawarenessfbelieflackfaithmissingspiritdeficiency“calcium“problemrootgubencultureYuantoupgradeMarxdoctrinethey

19、literacyupgradeusingpartyoftheyinnovationresultsobservationanalysisproblemofcapacitykeeponMarxdoctrineCommunistoffirmbeliefonChinafeaturesSocialistoffirmfaithstrengthenedpurposesconsciousnesspracticelinemasslineputidealf

20、aithreflectedtoslimsetsfpoliticalwithrightofficerventureofaspectsLoftyidealsthecommonidealofexemplarypractitioner.ClearlyopposerejectWesternconstitutionaldemocracies“universalvalues“neoliberalismthehisticalnihilismquesti

21、onedrefmopeningupbuildingsocialismwithChineseacteristicssuchaserroneous.(2)leadtostrictpoliticaldisciplinerules.FpoliticalShangofliberalismnotseriouslyimplementimplementationcentraldecisiondeploymentnotseriouslyactualimp

22、lementimplementationpartyofrouteapproachpolicymajproblemimptantmattersnotaskednotreptfdangmianyitaosetDang“onbothsidespeople“fwinddisciplinarymake“fourwind“fcliquemakemissiongroupsguyproblemseriouslydrawZhouYongkangBoXuc

23、aihouGuoboxiongmakesplansIprovinceSuXugangdisciplinaryillegalcaseofdeeplessonsknowfearMingbottomlinekeeprulesKeepthepoliticalacterofabsoluteloyaltytothepartypoliticalwisemendeterminedtoupholdtheauthityofthePartyCentralCo

24、mmitteemaintainingthesolidarityunityoftheparty.(3)leadtosetupthenewdevelopmentphilosophy.FthosenotadaptednotfevenagainstnewdevelopmentconceptofawarenessbehavipracticesfthoseblindlyspellresourcesspellinputfirstpollutionHo

25、ugovernanceheavycitylightruralheavyefficiencylightfaironesideddevelopmentdefmitydevelopmentofprobleminsistedliberationthoughttimessetonnewdevelopmentconceptofconsciouslyconfidencedoadvocateinnovationfocusedoncodinationad

26、vocategreenthickplantopenadvanceshared.On填空題填空題1.呼叫中心專業(yè)詞匯中，交互式語音應(yīng)答系統(tǒng)的英文縮寫為_______。答案：IVR2.中國聯(lián)通客戶服務(wù)中心采用三級管理架構(gòu)，分別為_______、_______和_______。答案：總部客戶服務(wù)中心；省級客戶服務(wù)中心；地市級客戶服務(wù)中心3.中國聯(lián)通客戶服務(wù)中心的崗位通常分為以下三類：_______、_______和_______。答案：前臺(tái)類

27、；后臺(tái)類；管理類2、月結(jié)詳單查詢是指查詢某一號(hào)碼帳號(hào)的按費(fèi)用結(jié)算單位月的所有通話記錄，包括通話起止時(shí)間、、通話類型、等。答案：通話時(shí)長；對方號(hào)碼5、實(shí)時(shí)詳單查詢指查詢某一號(hào)碼或帳號(hào)的當(dāng)前至上月結(jié)算截止日之間的所有，包括通話起止時(shí)間、通話時(shí)長、通話類型、對方號(hào)碼、通話地點(diǎn)等。答案：通信記錄6、話費(fèi)查詢服務(wù)只向本地客戶提供，對漫游客戶提示客戶到客服中心查詢。答案：歸屬地7、WCDMA業(yè)務(wù)基本功能類包括：漫游（省內(nèi)、國內(nèi)、國際）、等功能。答案

28、：答案：可視電話8、WCDMA業(yè)務(wù)特服功能類包括：來電顯示、、呼叫保持等功能。答案：呼叫轉(zhuǎn)移9、WCDMA業(yè)務(wù)娛樂媒體類包括：手機(jī)音樂、、移動(dòng)互聯(lián)網(wǎng)、等。答案：手機(jī)電視；手機(jī)報(bào)10、WCDMA業(yè)務(wù)生活商務(wù)類包括：、手機(jī)搜索、即時(shí)通信等；答案：手機(jī)郵箱11、客戶可以通過多種語音、、彩信、電子郵件、WAP、WEB、傳真、等多種接入方式與客服中心交互，實(shí)現(xiàn)客戶與客服中心的多媒體交互服務(wù)功能。答案：短信；視頻12、在客戶服務(wù)中心運(yùn)營管理中要制定

29、明確的，且計(jì)劃中必須包括：、水平和服務(wù)效率等績效指標(biāo)。答案：年度計(jì)劃；服務(wù)質(zhì)量1流程的管理包括建立、_______、_______和控制等幾個(gè)環(huán)節(jié)。答案：評估；優(yōu)化2.客服熱線IVR流程的歡迎語后可放置緊急業(yè)務(wù)通知，錄音時(shí)長不超過______秒。答案：201.按照中國聯(lián)通客服中心規(guī)范化管理的要求，話務(wù)量業(yè)務(wù)量預(yù)測的準(zhǔn)確率誤差應(yīng)控制在______之內(nèi)。theparty.Focusonhonestyselfdisciplinestardso

30、f“fourclean““fourconsciousness“holdthewkprinciplevariousviolationsofpartydisciplinepunishment...2.seriesspoke.ToXIonrulingactingpoliticalXIGeneralSecretaryseriesimptantspeechreading(2016version)XIGeneralSecretaryimptants

31、peecharticlesed(leadersreading)outpovertyfbasictextbookindepthlearningunderstXIGeneralSecretaryseriesimptantspeechspiritonFujianwkofseriesimptantindicatesspiritunderstonrefmdevelopmentstableInteridiplomaticdefenserulepar

32、tyrulingarmyofimptantdiscussesunderstthroughoutwhichofMarxdoctrinepositionviewsmethodGraspthetruefaiththroughthepursuitofhisticalsensesincerefeelingsfthepeoplepragmaticstyleofthought.Shouldpayattentiontotheoverallgraspma

33、sterrelationshippreventfragmentation.AddresslearningseriesattentionshouldbepaidbasedonpersistingdevelopingsocialismwithChineseacteristicstothethemefocusesonunderstingcomradeXIJinpingasGeneralSecretaryoftheCPCCentralCommi

34、tteeongovernanceofthenewconceptofnewideasnewstrategies.(1)thedeepunderstingwearecarryingoutthegreatstruggleofhistywithmanynewfeaturesthatChinasdevelopmentisanimptantperiodofstrategicopptunitiesthesameconnotation.(2)togra

35、spafirmsystemofsocialismwithChineseacteristicstheyofconfidenceconfidenceconfidencewinningcompletethebuildingofawelloffsocietyrealize“two100year“goaldreamsChinathegreatrejuvenationoftheChinesenation.(3)understthedomestici

36、nternationalsituationscodinationof“fiveinone“overalllayoutfour“comprehensive“strategy.(4)adeepunderstingofinnovationcodinationdevelopmentofgreenopensharedideasadapttonewnmalgraspleadingeconomicdevelopmentgreateremphasiso

37、nadvancingthesupplysidestructuralrefmtoleadthedevelopmentofnewdevelopmentpractices.Vigousimplementationofinnovationdrivendevelopmentstrategystrivetoenhancetheoverallcodinationofdevelopmenttopromoteharmoniouscoexistencebe

38、tweenmannaturefmtheopeningtothenewsystemfocusonthepracticeofpeoplecentreddevelopment.(5)indepthunderstfulldeepeningrefmadvancenationalgovernancesystemgovernancecapacitymodernmakesmarketinresourcesconfigurationintheupdeci

39、siverolebetterplayGovernmentrolewithoutshakeinsistedChinabasiceconomicsystempromotedvariousownershipeconomichealthdevelopmentadvance“areaway“constructionBeijingJinJIcollabativedevelopmentYangtzeRivereconomicwithdevelopme

40、ntfulllawrulingconstructionChinafeaturesSocialistruleoflawsystemdevelopmentSocialistdemocracyinsistedChinafeaturessocialistpoliticaldevelopmentroadFosteringpracticingtheSocialistcevaluesenhanceculturalvaluesofconfidences

41、elfconfidencebuildingSocialistcultureinChinasetuptheoverallnationalsecurityconceptrespectthesovereigntyofwksbuildglobalIntergovernancesystemadheretothecrectviewbuildinghumanfates.(6)tograspthefullstrictnessrequirementstr

42、ictadherencetothepartyspoliticaldisciplinerulesloyalcleanplaystrengthenthewindagainstcruptionadheretothe“Tigers““fly“.(7)thegraspscientificmethodsofthinkingwkingviewtrendspatternseventstostrengthenstrategicthinkingdialec

43、ticalthinkingsystemsthinkingcreativethinkingthebottomlinethinkingsetupproblemientedfocusonriskfilltheshtBoardemptytalksjeopardizenationalinterestsinmindhardwkprosperousadeploymentaninepointimplementation...Thecontentcomp

44、rehensivelystrengthentheideologicalpoliticalconstructionoftheleadinggroupwkstylecapacitybuilding.3.thekeytosolvetheproblem.SeriouslyimplementXIGeneralSecretaryontrainingcreatedhasirongeneralbeliefirongeneralfaithirongene

45、raldisciplineironGeneralplayofcadresteamrequirementscontrolacquisitionGeneralSecretaryon“sevenahasof““fiveamust“imptantdiscussesenhancedpoliticalconsciousnessoverallconsciousnessceconsciousnessparconsciousnessinthoughtpo

46、liticalShangactionShangwithtoXIcomradefGeneralSecretaryofCentralkeepheightconsistentseriouslypracticeline“threestrictthreereal“requirementsgoodcadresstarddohearthaspartyhearthaspeoplehearthasaccountabilityHeartringmodel.

47、(1)theleadfirmidealsbeliefs.Fin“l(fā)iftwhatflaggowhatroad“Shangoffuzzyawarenessfbelieflackfaithmissingspiritdeficiency“calcium“problemrootgubencultureYuantoupgradeMarxdoctrinetheyliteracyupgradeusingpartyoftheyinnovationres

48、ultsobservationanalysisproblemofcapacitykeeponMarxdoctrineCommunistoffirmbeliefonChinafeaturesSocialistoffirmfaithstrengthenedpurposesconsciousnesspracticelinemasslineputidealfaithreflectedtoslimsetsfpoliticalwithrightof

49、ficerventureofaspectsLoftyidealsthecommonidealofexemplarypractitioner.ClearlyopposerejectWesternconstitutionaldemocracies“universalvalues“neoliberalismthehisticalnihilismquestionedrefmopeningupbuildingsocialismwithChines

50、eacteristicssuchaserroneous.(2)leadtostrictpoliticaldisciplinerules.FpoliticalShangofliberalismnotseriouslyimplementimplementationcentraldecisiondeploymentnotseriouslyactualimplementimplementationpartyofrouteapproachpoli

51、cymajproblemimptantmattersnotaskednotreptfdangmianyitaosetDang“onbothsidespeople“fwinddisciplinarymake“fourwind“fcliquemakemissiongroupsguyproblemseriouslydrawZhouYongkangBoXucaihouGuoboxiongmakesplansIprovinceSuXugangdi

52、sciplinaryillegalcaseofdeeplessonsknowfearMingbottomlinekeeprulesKeepthepoliticalacterofabsoluteloyaltytothepartypoliticalwisemendeterminedtoupholdtheauthityofthePartyCentralCommitteemaintainingthesolidarityunityofthepar

53、ty.(3)leadtosetupthenewdevelopmentphilosophy.FthosenotadaptednotfevenagainstnewdevelopmentconceptofawarenessbehavipracticesfthoseblindlyspellresourcesspellinputfirstpollutionHougovernanceheavycitylightruralheavyefficienc