天然气公司客户服务部岗位业务职责管理制度手册

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　 天然气公司客户服务部岗位业务职责管理制度手册

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　ABC-RQ-20×× 编 制

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　审 核

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　校 订

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　批 准

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　发布日期：

　20××年 1 月 1 日

　 生效日期：20××年 1 月 1 日

　分发部门 ■总经理 ■常务副总 ■财务副总 ■工程副总

　■××××部 ■××××部 ■××××部 ■××××部

　■××××部 ■××××部 ■××××部 ■××××部

　 1 目 目

　 录

　服务守则 ································································ 1

　客服部专业术语名词解释 ··········································· 2

　一、IC 卡智能燃气表 ························································ 2

　二、手抄表 ····································································· 2

　三、起码 ········································································ 2

　四、止码 ········································································ 2

　五、液晶显示屏 ······························································· 2

　六、机械计数器 ······························································· 2

　七、IC ··········································································· 2

　八、左表 ········································································ 2

　九、右表 ········································································ 3

　十、表前阀 ····································································· 3

　十一、灶前阀 ·································································· 3

　十二、立管总门 ······························································· 3

　十三、内置阀 ·································································· 3

　十四、外置阀 ·································································· 3

　十五、楼栋调压箱 ···························································· 3

　十六、主调节器 ······························································· 3

　十七、切断阀 ·································································· 3

　十八、锅炉调压柜 ···························································· 4

　十九、开户 ····································································· 4

　 2 二十、改管 ····································································· 4

　二十一、移动燃气表 ························································· 4

　二十二、安装 ·································································· 4

　二十三、加装三通 ···························································· 4

　二十四、清零 ·································································· 4

　二十五、通气 ·································································· 4

　二十六、二次入户 ···························································· 4

　二十七、管理卡 ······························································· 5

　二十八、管道维修 ···························································· 5

　二十九、上门维修 ···························································· 5

　三十、补气 ····································································· 5

　三十一、换卡 ·································································· 5

　三十二、验卡 ·································································· 5

　三十三、卡锁 ·································································· 5

　三十四、热线电话 ···························································· 5

　三十五、总机电话 ···························································· 5

　部门和岗位职责 ······················································· 6

　一、部门职责 ·································································· 6

　二、岗位职责 ·································································· 7

　（一）部长岗位职责 ····································································· 7

　（二）副部长岗位职责 ·································································· 8

　（三）服务维修工程师岗位职责 ······················································ 9

　（四）热线电话岗位职责 ······························································· 9

　（五）维修服务岗位职责 ····························································· 10

　（六）调压箱流量计岗位职责 ······················································· 11

　 3 （七）通气服务岗位职责 ····························································· 11

　（八）售后服务岗位职责 ····························································· 12

　（九）IC 卡岗位职责 ·································································· 13

　（十）咨询报装岗位职责 ····························································· 15

　（十一）收费岗位职责 ································································ 15

　（十二）抄表岗位职责（此岗位由倒班岗位人员兼职）

　······················ 16

　（十三）内勤岗位（此岗位由售后服务岗位人员兼）

　························· 16

　服务部各岗位工作流程 ············································ 18

　一、热线服务岗位工作流程 ·············································· 18

　（一）工作要求 ········································································· 18

　（二）工作流程 ········································································· 19

　1、接听原则 ·························································································· 19 2、电话接听标准用语 ·············································································· 19 3、作好电话记录 ···················································································· 21 4、填写工作单据 ···················································································· 21 5、处理紧急事件 ···················································································· 21 6、做好交接班工作 ················································································· 21 7、做好设备保养维护工作 ········································································ 21 （三）责任及考核 ······································································ 22

　二、售后服务岗位工作流程 ·············································· 22

　（一）售后服务工作人员的基本要求 ·············································· 22

　（二）售后服务岗位工作流程 ······················································· 23

　（三）责任及考核 ······································································ 24

　三、抄表岗位工作流程 ···················································· 25

　（一）抄表人员工作要求 ····························································· 25

　（二）抄表工作流程 ··································································· 25

　（三）责任及考核 ······································································ 26

　四、IC 卡工作流程 ························································· 27

　（一）IC 卡管理员基本要求 ························································· 27

　（二）工作程序 ········································································· 27

　1、通气准备工作 ···················································································· 27 2、补卡、补气、赠气 ·············································································· 28 3、售气 ································································································ 28 4、填写工作记录 ···················································································· 28 5、编制月报表 ······················································································· 28 6、作好交接班工作记录 ··········································································· 28 7、作好责任区内的环境卫生工作 ······························································· 28 （三）责任及考核 ······································································ 28

　五、咨询报装岗位工作流程 ·············································· 29

　 4 （一）工作要求 ········································································· 29

　（二）工作流程 ········································································· 30

　（三）责任及考核 ······································································ 31

　六、收费岗位工作流程 ···················································· 32

　（一）工作要求 ········································································· 32

　（二）工作流程 ········································································· 32

　（三）责任及考核 ······································································ 33

　七、入户工作流程（通气、维修和抢修）

　···························· 34

　（一）入户工作的主要内容 ·························································· 34

　1、入户通气 ·························································································· 34 2、入户维修 ·························································································· 34 （二）入户前的工作准备 ····························································· 34

　1、工作单据 ·························································································· 34 2、工作联系 ·························································································· 34 3、工作准备 ·························································································· 35 （1）入户通气准备工具 ········································································ 35 （2）入户维修准备工具 ········································································ 35 4、着装准备 ·························································································· 35 （三）入户工作步骤 ··································································· 36

　1、入户和离开时的步骤 ··········································································· 36 2、入户安全小常识讲解 ··········································································· 37 3、通气工作步骤 ···················································································· 37 4、安全使用常识讲解 ·············································································· 39 5、维修工作步骤 ···················································································· 40 （1）计量表维修 ················································································· 40 （2）IC 卡智能燃气表特点、使用方法及注意事项讲解 ································ 43 （3）户内管道堵塞维修 ········································································ 45 （4）天然气使用程序常识讲解 ······························································· 46 （5）户内管道漏气维修 ········································································ 47 （6）如何处置室内燃气泄漏安全常识 ······················································ 49 （四）责任与考核 ······································································ 49

　《工作日志》制度 ·················································· 51

　一、《工作日志》制度 ······················································ 51

　二、注意事项 ································································ 51

　IC 卡工作管理制度 ················································· 53

　关于发卡登记表填写的有关要求 ································ 55

　营业大厅各岗位日常行为规范 ··································· 57

　 5 一、整理工作环境 ·························································· 57

　二、着装及言谈举止 ······················································· 58

　三、接待用户礼仪 ·························································· 58

　服务承诺 ······························································ 60

　一、服务内容 ································································ 60

　二、热线电话、抢修电话服务 ··········································· 60

　三、服务标准和时限 ······················································· 60

　（一）居民用户的报装 ································································ 60

　1、通气点火 ·························································································· 60 2、二次安装 ·························································································· 61 （二）居民用户的改动、加装燃气设施 ··········································· 61

　（三）户内燃气设施故障报修及燃气表维修 ····································· 61

　（四）事故抢修抢险 ··································································· 61

　（五）抄表、收费、购气 ····························································· 61

　（六）燃气设施安全检查 ····························································· 62

　四、投拆与监督 ····························································· 62

　五、特约服务 ································································ 62

　第 1 页

　共 63 页 服务守则

　一、客户服务部是直接为用户办理各项天然气业务，提供售后服务的综合业务部门，是哈纳斯天然气公司文明形象的窗口，全体工作人员应树立“用户至上，服务第一”的工作作风，热爱本职工作。

　二、工作期间要坚守工作岗位。说话和蔼，礼貌待人，耐心听取用户反映问题，认真解答用户提出的问题，不得耍态度。

　三、必须熟知天然气相关知识，了解《××市燃气管理条例》等法规和规范的有关规定，了解民用燃气设施的工作原理，能对用户在使用天然气过程中遇到的各种问题做出正确解答，不得随便应付用户。

　四、接到维修服务单时，应在规定时限内上门，不得推诿，上门维修时要佩带胸牌（工作证），主动报明身份，说明来意，工作时要准确做好记录，并及时向热线电话返回工作单。

　五、通气、维修要以“安全第一”为原则，严格按《户内通气操作规程》进行操作，入户通气维修时必须携带天燃气检测仪，对户内管道进行检测，做到“心细、眼勤、手勤”。

　六、用户燃气表出现剩余气量异常时，应以表上机械计数器的累计计量值为准，核对气量后，详细填写补气原因、补气量等，审批后进行补气、补卡。

　七、需要拆表、换表必须使用检漏仪器进行安全检测，确保不漏气，方可送气，换表要填写换表记录。

　八、不准吃拿卡要，收受用户礼品，言行举止要文明礼貌。

　第 2 页

　共 63 页 客服部专业术语名词解释

　 一、C IC 卡智能燃气表

　用 IC 卡来实现预售气的燃气计量表。

　二、手抄表

　用于公辅用户计量用气量的膜式表。

　三、起码

　燃气计量表出厂经检验后，在安装交付使用时其机械计数器所显示的流量数，或上一单位计量期机械计数器所显示的止码。

　四、止码

　在单位或特定计量期计量表机械计数所显示的用气量。

　五、液晶显示屏

　IC 卡燃气表上用以显示燃气表工况和剩余气量的液晶显示器。

　六、机械计数器

　燃气计量表上利用齿轮传动原理记录通过气量的计数装置。

　七、 IC

　记录用户基础资料，用于购买和管理 IC 卡燃气表的集成电路卡。

　八、左表

　进气口置于表左侧的燃气计量表。

　第 3 页

　共 63 页 九 、 右表

　进气口置于表右侧的燃气表。

　十、表前阀

　位于燃气表进气口上方安装的阀门。

　十一、灶前阀

　位于燃气灶进气口上方安装的阀门。

　十二、立管总门

　在单元输气立管底端安装的控制该立管末端燃气用具的阀门。

　十三、内置阀

　在燃气表腔内的电动控制阀装置。

　十四 、 外置阀

　在燃气表外安装的电动控制阀。

　十五、楼栋调压箱

　用于控制一个楼栋进气压力的调节装置，包括进气阀、主调器、切断阀和放散阀等。

　十六、主调节器

　调压箱内用于调节出气压力的调节器。

　十七、切断阀

　调节压箱超压切断保护装置。

　第 4 页

　共 63 页 十八、锅炉调压柜

　指每小时流量大于 100NM³的锅炉调压站。

　十九、开户

　用户申请安装使用天然气所需办理的各种申请手续。

　二十、改管

　用户申请对已安装完毕的室内输气管道走向及位置进行变更。

　二十一、移动燃气表

　对已安装并经气密试验的室内燃气表进行变动。

　二十二、安装

　指安装室内燃气用具，如热水器、燃气灶等。

　二十三、加装三通

　指在燃气表下端和灶前阀上端安装三通。

　二十四、清零

　用清零卡或初始卡清除 IC 卡表内信息数据。

　二十五、通气

　指给用户发卡，输入初次气量并进行安检的过程。

　二十六、二次入户

　指用户在第一次集中安装时未申请安装，事后申请再次安装使用的情形。

　第 5 页

　共 63 页 二十七、管理卡

　用于读取用户 IC 卡燃气表信息的集成电路卡。

　二十八、管道维修

　对输气管道进行维护和修理。

　二十九、上门维修

　指应用户要求由专门工作人员为用户提供入户维修和咨询服务。

　三十、补气

　用户因购气、用气发生气量缺少，为用户进行补气充值的工作。

　三十一、换卡

　由于损坏或故障而需要重新制作 IC 卡的情形。

　三十二、验卡

　检验 IC 卡密码。

　三十三、卡锁

　密码发生错误，导致 IC 卡无法使用的情形。

　三十四、热线电话

　用于为用户提供咨询、投诉、报警和特约服务的专用电话。本公司热线电话号码：1234567 三十五、总机电话

　指局域程控电话外接市话网络的端口电话机。本公司总机电话号码：1234567

　第 6 页

　共 63 页 部门和岗位职责

　一、部门职责

　1、认真贯彻执行国家有关安全生产的方针、政策与公司各项管理制度和操作规程，全面负责客户服务部客户管理、维修、服务、协调等工作，并监督管理部门内各岗位的日常工作。

　2、负责拟定部门员工技术培训计划，并做好技术培训的组织实施工作。

　3、及时检查部门员工工作的开展、完成情况，及时完善调整岗位的工作流程； 4、负责小区整体通气和散户通气； 5、负责楼栋调压箱和运行管理和日常维护工作； 6、负责居民用户户内管道、燃气流量计和其它附属设施的日常维护工作； 7、负责居民用户户内和公福用户室内安全检测工作； 8、督促对重大隐患的整改完成工作，并及时对重大的安全隐患上报各级领导及公司相关部门。

　9、建立同各物业小区的联系工作，并定期检查对各物业小区的走访、慰问工作，及时向各物业宣传天然气各有关规定，定期向小区用户发放宣传资料；做好用户通气工作； 10、协调本部门与公司各部室之间的工作协调，并督办各问题进展情况； 11、协调并及时解决用户的投诉问题，并对重大的问题及时向有

　第 7 页

　共 63 页 关部门、有关领导汇报解决； 12、负责同××市督办建立办件的处理记录，并时时同督办保持通畅联系渠道； 11、建立健全各类管理台帐，及时调整完善、整合各工作流程， 12、配合总工部门做好户内验收工作； 13、及时对重大的安全隐患上报各级领导及公司相关部门，并督办整改完成工作。

　二、岗位职责

　（一）部长岗位职责

　1、认真贯彻执行国家有关安全生产的方针、政策与公司各项管理制度和操作规程，全面负责客户服务部客户管理、维修、服务、协调等工作，并监督管理部门内各岗位的日常工作。

　2、负责拟定部门员工技术培训计划，并做好技术培训的组织实施工作。

　3、负责组织开展部门员工及大比武活动，总结和推广客户管理、服务的先进经验，做到“服务第一，用户之上” 4、及时检查部门员工工作的开展、完成情况，及时完善调整岗位的工作流程； 5、督促对重大隐患的整改完成工作，并及时对重大的安全隐患上报各级领导及公司相关部门。

　6、建立同各物业小区的联系工作，并定期检查对各物业小区的走访、慰问工作。

　第 8 页

　共 63 页 7、协调本部门与公司各部室之间的工作协调，并督办各问题进展情况； 8、协调并及时解决用户的投诉问题，并对重大的问题及时向有关部门、有关领导汇报解决； 9、负责同××市督办建立办件的处理记录，并时时同督办保持通畅联系渠道； （二）副部长岗位职责

　1、协助部长做好客户服务部客户管理、维修、服务、协调等工作，认真按公司各项管理制度和操作规程以及相关的政策法规指导、监督各岗位员工及时、准确完成日常工作。

　2、主动协调部门内各岗位之间、部门与部门之间的工作联系、督办落实情况，并及时汇报。

　3、定期走访各物业小区，建立畅通的联系渠道，并及时向各物业宣传天然气各有关规定，定期向小区用户发放宣传资料；做好用户通气工作； 4、建立健全各类管理台帐，及时调整完善、整合各工作流程， 5、督促布置、检查各岗位的工作进展完成情况，并指导员工认真完成； 6、协助部长拟定部门员工技术培训计划，并做好技术培训的组织实施及考核工作。

　7、负责组织开展部门员工及大比武活动，总结和推广客户管理、服务的先进经验，做到“服务第一，用户之上”

　第 9 页

　共 63 页 8、协助公司组织开展户内安检工作，并协助公司进行户内工程验收工作； 9、及时对重大的安全隐患上报各级领导及公司相关部门，并督办整改完成工作。

　（三）服务维修工程师岗位职责

　1、主要负责部门内技术管理工作；并协助领导做好员工的培训工作； 2、负责现场的技术问题的解决，户内简单改线方案的确定， 3、负责“用户管理信息系统”的管理、维护 4、负责部门计算机的管理及维护 5、负责调压箱、流量计的技术档案的建立 6、熟练掌握天然气的有关设计规范和验收规范，指导部门有关人员掌握相关要求； （四）热线电话岗位职责

　1、主要负责接听服务热线及公司总机电话； 2、熟悉公司的用户管理业务流程及公司各项规章制度，准确受理、详细解答用户的问题， 3、掌握天然气基本知识、多种 IC 智能型燃气表计量方法及 IC卡设置作用和有关计量表的工作原理，快速、及时、正确指导用户帮助用户解决用气操作等的问题； 4、掌握安全用气的知识、正确使用天然气的方法；对接到的险情及时按规定及时上报并作相应的处理。

　第 10 页

　共 63 页 5、准确认真及时做好受理的各类电话记录，及时准确填写维修工作单，并在最短时间通知维修人员，正确做好处理结果纪录。

　6、对本岗位不能解决的问题及时转交其它岗位工作人员处理并做好工作转交记录； 7、对用户投诉的问题时要及时了解情况尽快为用户解答问题，解决不了时要及时上报； 8、对接听到各类安全事件，按级别不同上报各级领导及公司相关部门。

　9、及时汇总当月上门服务维修统计报表、维修人员工作量统计、热线电话受理月报表、燃气表更换记录报表，上报有关岗位和部门领导； 10、对负责通讯设备的维护；严禁用热线电话拨打与工作无关其他咨询收费电话；

　11、认真及时完成本部门安排的其他工作。

　（五）维修服务岗位职责

　1、负责用户的 IC 表维修，更换；及户内管道堵塞和泄漏等问题。

　2、掌握天然气基本知识、多种 IC 智能型燃气表计量方法及 IC卡设置作用和有关计量表的工作原理，负责上门为用户讲解讲解天然气使用的安全常识以及日常操作的注意事项及示范如何正确操作， 3、负责用户户内管道的安全检查及用户反映的漏气现象的安全检查； 4、负责调压箱切断后的恢复；

　第 11 页

　共 63 页 5、准确、详细填写上门服务、维修等纪录，并及时将处理问题反馈到相应岗位。

　6、负责整体小区、散户通气，并做好通气时的纪录，以及存在问题的处理或上报纪录。

　7、认真完成本部门安排的其他工作。

　（六）调压箱流量计岗位职责

　1、建立已有调压设备、流量计设备台帐及设备维修档案记录； 2、定期对调压箱流量计进行安全检查及维修保养工作，确保设备的正常运行 3、按月、年度提报检修计划及相应的材料计划，并按计划完成检修。

　4、负责公建用户的验收工作，新建用户的调压箱调试工作。

　5、认真完成本部门安排的其他工作。

　（七）通气服务岗位职责

　1、负责参加新建小区和散户的验收工作， 2、负责小区前期宣传和《用户安全手册》、宣传海报和宣传单的发放工作， 3、负责与小区物业管理人员建立工作联系，协调通气事宜， 4、负责新建小区和旧小区散户的通气工作， 5、配合流量计/调压箱岗位工作人员做好新开通小区调压箱的登记和调试工作， 6、完成部门安排的其它工作。

　第 12 页

　共 63 页 （八）售后服务岗位职责

　1、熟悉公司的用户管理业务流程，做好上下工作流程的衔接，及时传递工作单，并督促服务人员或有关部门落实工作任务的完成情况； 2、掌握天然气基本知识、多种 IC 智能型燃气表计量方法及 IC卡设置作用和有关计量表的工作原理，做好用户咨询及管理工作； 3、建立各项业务统计台帐，根据业务种类分类，及时各种填写工作单或工作联络单，并及时将任务分派给服务人员或通知有关部门签收。

　4、根据营销部或大厅报装收费提供的资料，及时、准确的整理出预通气小区名单，做好整体小区、散户通气业务及通气后的统计整理工作； 5、监督服务人员和维修人员的工作情况，并按工作单上要求的日期及时向责任方索回工作单，并在当天将对方反馈信息录入到用户信息管理系统，完成信息整理工作。

　6、及时认真记录用户反映的各类问题，及时上报并协调解决； 7、及时认真记录政府督办办件问题，并及时上报公司各有关部门或有关领导，按规定时间给于督办准确（正确）答复。

　8、建立电池、燃气灶等领用、发放登记台帐，按月进行统计上报各有关部门； 9、负责公辅用户月气量统计报表，并在每月 5 日经部门领导审核后，报公司财务部、结算中心和公司有关领导

　第 13 页

　共 63 页 10、熟知天然气户内工程的验收标准，做好户内验收工作。并及时收集、整理户内安检小组的安检记录和整改记录， 11、定期与营销部、总工办、工程部等部门沟通，了解合同及工程的实施情况等，并及时将用户询问较多的工程进度通报热线电话，协助热线电话人员做好服务。

　12、每月及时整理汇总各项汇总表； 13、认真完成本部门安排的其他工作。

　（九）C IC 卡岗位职责

　1、IC 卡部设正常班和倒班两个岗位，共计三个职位，倒班岗位分早晚两班。

　2、各岗位要建立健全各类管理台帐和明细帐， 3、及时准确地掌握小区和用户的通气情况和用气情况，为用户和维修人员提供准确的工作信息， 4、正常班岗位职责 （1）负责 IC 卡的日常管理，建立 IC 卡空白卡、制卡、发卡及各类管理卡的制作， （2）定期向倒班岗位工作人员核发一定数量的空卡（周转卡），并监督倒班岗位散户制卡、补卡和换卡的使用情况， （3）受理小区整体通气的制卡单，及时登记台帐并与倒班班岗位共同按要求完成制卡任务， （4）负责与倒班岗位共同完成小区整体通气资料的整理录入工作，保证录入资料的准确性，

　第 14 页

　共 63 页 （5）负责在 2 个工作日内完成当日散户通气资料的录入核对工作，

　（6）负责在 2 个工作日内完成当日增值服务用户资料的录入核对工作， （7）负责卡部种类报表的绘制工作， （8）负责赠气、补气业务管理工作，及时核对单据登记在册， （9）负责东部天然气公司制卡及日常管理工作， （10）负责卡部档案资料的日常管理工作。

　5、倒班岗位工作职责 （1）负责营业大厅日常售气业务，指导用户正确使用 IC 卡和燃气计量表，及时补充修改用户资料，记录用户在使用 IC 卡过程中出现的种类技术故障，及时向有关领导反映工作情况， （2）严格执行补卡、补气和赠气业务管理制度，办理补卡、换卡、补气和赠气业务并及时登记台帐， （3）及时为户内安检人员核对气量，提供用户资料， （4）制作散户通气及小区通气用卡，核对散户通气资料，及时将通气用卡和资料转交给售后或热线岗位工作人员，作好交接记录， （5）建立并认真填写 IC 卡使用登记台帐， （6）月未要及时汇总当期各类统计数据，交正常班岗位复核， （7）月未汇总售气发票，填写购气凭证报表，经正常班岗位复核、主管领导审核后报公司财务部， （8）协助正常班岗位办理用户领卡业务，并及时补充用户资料，

　第 15 页

　共 63 页 （9）认真作好当班工作记录和交接班记录，当班业务未完成或未妥善交接不得下班， （十）咨询报装岗位职责

　1、熟悉天然气基本知识、IC 智能型燃气表计量方法及 IC 卡设置作用和计量表的工作原理，主动、热情、诚恳向用户宣讲有关知识；

　2、熟悉公司的用户管理...