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SB/T 11221-2018: Technical requirements for customer service professional
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SB/T 11221-2018: Technical requirements for customer service professional

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Technical requirements for customer service professional ICS 01.040.03 A12 Record number. 64738-2018 The People's Republic of China Domestic Trade Industry Standard Technical requirements for customer service professionals 2018-06-20 released 2019-04-01 implementation Issued by the Ministry of Commerce of the People's Republic of China

Foreword

This standard was drafted in accordance with the rules given in GB/T 1.1-2009. This standard was proposed and managed by the Chamber of Commerce of China International Chamber of Commerce. Drafting organizations of this standard. China Chamber of International Commerce Commercial Industry Chamber of Commerce, Suzhou Industrial Park Service Outsourcing Vocational College, Suzhou Yikangmengsi Business Information Consulting Co., Ltd., Commercial Industry Branch of China Council for the Promotion of International Trade, Commercial International Exchange and Cooperation Training Center, Beijing Zhongshang Huicai Education Management Consulting Co., Ltd. The main drafters of this standard. Yao Xin, Feng Rui, Li Ruili, Shen Jing, Ding Qiang, Ren Xiaofang, Du Qian, Zhang Xiaoyun, Xu Linling, Cao Fei, Zhao Min, Wang Xi, Liu Yaping, Qiao Zhenzhen. Technical requirements for customer service professionals

1 Scope

This standard specifies the classification, basic conditions, technical requirements and training requirements of customer service professionals. This standard applies to corporate customer service professionals (including outsourced call center service personnel), and relevant personnel from other social organizations can participate Follow the execution.

2 Terms and definitions

The following terms and definitions apply to this document. 2.1 Customerserviceprofessional Provide effective help and services for customers to use products (services) to improve customer satisfaction and loyalty, and enhance the overall image of the company Professional staff. 2.2 Outsourcing call center outsourcingcalcenter Outsourcing customer service projects to professional call center enterprise operations, and related customer service personnel, venues, systems, operation and maintenance, etc. are all contracted The business type of customer service work done by the party.

3 Classification

According to technical requirements, customer service professionals are divided into four levels. customer service specialists, customer service supervisors, and customer service managers. Director of Management and Customer Service.

4 Basic conditions

4.1 Professional ethics requirements Professional ethics requirements include. a) Civilized and polite, abide by laws and regulations, be honest and trustworthy, and be fair. b) Loving work, uniting and helping each other, pioneering and innovative, customer first. 4.2 Basic knowledge requirements 4.2.1 The basic knowledge of commodity science should be mastered. 4.2.2 Should master the basic knowledge of marketing. 4.2.3 The basic knowledge of consumer psychology should be mastered. 4.2.4 Should master the basic knowledge of customer relationship management. 4.2.5 Should master the basic knowledge of customer communication and business negotiation. 4.2.6 The basic knowledge of consumer behavior should be mastered. 4.2.7 Should be familiar with the basic knowledge of management. 4.2.8 Should be familiar with the basic knowledge of organizational behavior. ...