營(yíng)業(yè)廳崗位職責(zé)和執(zhí)行細(xì)則管理手冊(cè)

1、目錄廳經(jīng)理篇廳經(jīng)理篇【崗位概述】................................................................................................................2【崗位職責(zé)】.....................................................................................

2、...........................2【執(zhí)行細(xì)則】................................................................................................................3一、現(xiàn)場(chǎng)管理...................................................................

3、..........................................3（一）營(yíng)業(yè)廳人員管理..........................................................................................3（二）營(yíng)業(yè)廳環(huán)境設(shè)備管理................................................................

4、.....................4（三）值班經(jīng)理.......................................................................................................5（四）疑難投訴................................................................................

5、.......................5二、業(yè)務(wù)管理.............................................................................................................6（一）營(yíng)業(yè)廳營(yíng)銷(xiāo)管理......................................................................

6、......................6（二）營(yíng)業(yè)廳服務(wù)管理............................................................................................7三、基礎(chǔ)管理........................................................................................

7、.....................7（一）人力資源管理................................................................................................7（二）班會(huì)管理.....................................................................................

8、..................8（三）物料管理.......................................................................................................8（四）財(cái)務(wù)及報(bào)表管理................................................................................

9、............9【附件】.....................................................................................................................10附件1報(bào)表管理.............................................................................

10、..........................10附件2集體團(tuán)隊(duì)文化活動(dòng)的開(kāi)展..............................................................................12附件3廳經(jīng)理日常工作示例.....................................................................................1

11、4附件4管理小故事................................................................................................16值班經(jīng)理篇值班經(jīng)理篇【崗位概述】.................................................................................................

12、.............21【崗位職責(zé)】..............................................................................................................21【執(zhí)行細(xì)則】.................................................................................

13、.............................22一、現(xiàn)場(chǎng)管理...........................................................................................................22（一）營(yíng)業(yè)員管理..................................................................

14、................................22（六）做好公司營(yíng)銷(xiāo)政策的宣傳，主動(dòng)介紹新業(yè)務(wù)...............................................46（七）解答客戶疑問(wèn)，處理簡(jiǎn)單的現(xiàn)場(chǎng)投訴..........................................................46（八）做好客戶離網(wǎng)挽留工作，并做好記錄.................

15、.........................................47（九）為集團(tuán)客戶、全球通VIP客戶提供個(gè)性化的特色服務(wù)................................49（十）業(yè)務(wù)受理人員接待老、弱、病、殘、孕、幼客戶時(shí)應(yīng)給予特別關(guān)懷...........49（十一）收集客戶、競(jìng)爭(zhēng)對(duì)手信息........................................................

16、................49三、現(xiàn)場(chǎng)崗位協(xié)作....................................................................................................50（一）業(yè)務(wù)繁忙時(shí)，協(xié)助客戶分流........................................................................50（二）

17、協(xié)助維護(hù)營(yíng)業(yè)廳臺(tái)席秩序............................................................................51（三）特殊情景崗位協(xié)助.......................................................................................51四、禁止事項(xiàng).........................

18、..................................................................................52（一）禁止推諉.....................................................................................................52（二）營(yíng)業(yè)人員在營(yíng)業(yè)時(shí)間內(nèi)禁止出現(xiàn)違反工作紀(jì)律的行為

19、.................................52【經(jīng)典場(chǎng)景案例】.......................................................................................................53一、新業(yè)務(wù)營(yíng)銷(xiāo)場(chǎng)景...............................................................

20、..................................53二、營(yíng)業(yè)廳場(chǎng)景........................................................................................................55【附件】...................................................................

21、..................................................65附件1：營(yíng)業(yè)人員服務(wù)規(guī)范......................................................................................65附件2：營(yíng)業(yè)人員服務(wù)禮儀........................................................

22、..............................67投訴處理員篇【崗位概述】..............................................................................................................71【崗位職責(zé)】..........................................................

23、....................................................72【執(zhí)行細(xì)則】..............................................................................................................72一、受理現(xiàn)場(chǎng)投訴........................................

24、............................................................72（一）遵守投訴處理基本原則...............................................................................72（二）投訴處理流程.......................................................

25、.......................................74二、受理市公司及本部派發(fā)的投訴...........................................................................75（一）遵守投訴處理基本原則..........................................................................

26、.....75（二）投訴處理流程..............................................................................................76三、工單錄入......................................................................................................