2010年版中国电信全营业客户干事标准测验题库(国外英文资料).doc

2010年版中国电信全业务客户服务标准考试题库(国外英文资料) 2010 edition of the China Telecom all business customer service standard examination First, fill in the blanks (25 points, 0.5 cents per space) 1, the China Telecom of all business customer service standards (2010 Edition) 2009 edition retains the structure of service standards, reflects the seriousness and sustainability of the standard system, the public customer service standard is divided into fast service, convenient service, care services in three categories. 2, five one service initiatives are a bill, understand consumption, a little inquiry, accurate information, a key access, convenient service, one-stop service, the first question is responsible, a reminder, warm care. 3, the new standards of public customer service standards from the original 196 refined to 90, the same applies to government and enterprise customers. In addition, according to the whole business service management needs, the single set of government and enterprise customers, inter provincial business one-stop service (product dimension) standard 17. 4, maintenance center for customers mobile phone fault detection, headphones, keyboards and other small parts replacement business, longer than 4 hours later, can provide users with maintenance service. 5, the airport / train station VIP service drill card each year donated 9 passengers, 6 passengers each year gift card free service number exceeds the standard deduction according to the number of points, giving not cross cumulative, overdue not to give up the initiative as, in the VIP room and have a number of integral electronic membership authentication, free service button the reduction function. 6, ordinary users to the business hall for business, queuing time is not more than 30 minutes. 7, public service standards, also known as the time limit quick service service, there are 39 standards of service, convenient service for functional service, 37 service standards, care services also known as feedback (cont