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一、服务体系类指标指标1:组织架构要求1:设立或指定专门从事售后服务工作的部门,并有合理的职能划分和岗位设置。解读:组织应建立执行售后服务工作的部门,及相关的管理和支持部门,其职能划分应覆盖服务工作的各环节。合理的职能划分和岗位设置应与组织提供的产品和服务相适应,包括但不限于下列部门:服务文化的宣贯部门、服务策略的制定部门、服务网点管理部门、人员培训部门、工具和资源保障部门、监督部门、研究和改进
First, the service system indicators index 1: organizational structure requirements 1: the establishment or designated to specialize in the service department, and a reasonable division of functions and job settings. Interpretation: organizations should establish the implementation of after-sales service departments, and related management and support departments, the division of their functions should cover all aspects of service work. Reasonable division of functions and position settings should be appropriate to the products and services provided by the organization, including but not limited to the following sectors: Publicity Services for Service Culture, Service Strategy Development, Service Network Management, Staff Training, Tools and Resources Security department, supervision department, research and improvement