蘇寧電器連鎖經(jīng)營售后服務(wù)工作手冊

1、and he told me that it was medusa, the gorgon. jasper hopes that she will turn motorists to stone. but none of them has been turned to stone yet!lesson29 taxi! 出租汽車！captain ben fawcett has bought an unusual taxi and has begun a new service. the taxi is a small swiss aeroplane called a pilatus porter

2、. this wonderful plane can carry seven passengers. the most surprising thing about it, however, is that it can land anywhere: on snow, water, or even on a ploughed field. captain fawcetts first passenger was a doctor who flew from birmingham to a lonely village in the welsh mountains. since then, ca

3、ptain fawcett has flown passengers to many unusual places. once he landed on the roof of a block of flats and on another occasion, he landed in a deserted car park. captain fawcett has just refused a strange request from a businessman. the man wanted to fly to rockall, a lonely island in the atlanti

4、c ocean, but captain fawcett did not take him because the trip was too dangerous.lesson30 football or polo? 足球還是水球？the wayle is a small river that cuts across the park near my home. i like sitting by the wayle on fine afternoons. it was warm last sunday, so i went and sat on the river bank as usual.

5、 some children were playing games on the bank and there were some people rowing on the river. suddenly, one of the children kicked a ball very hard and it went towards a passing boat. some people on the bank called out to the man in the boat, but he did not hear them. the ball struck him so hard tha

6、t he nearly fell into the water. i turned to look at the children, but there werent any in sight: they had all run away! the man laughed when he realized what had happened. he called out to the children and threw the ball back to the bank. lesson31 success story 成功者的故事yesterday afternoon frank hawki

7、ns was telling me about his experiences as a young man. frank is now the head of a very large business company, but as a boy he used to work in a small shop. it was his job to repair bicycles and at that time he used to work fourteen hours a day. he saved money for years and in 1938 he bought a smal

8、l work-shop of his own. during the war frank used to make spare parts for aeroplanes. at that time he had two helpers. by the end of the war, the small work-shop had become a large factory which employed seven hundred and twenty-eight people. frank smiled when he remembered his hard early years and

9、the long road to success. he was still smiling when the door opened and his wife came in. she wanted him to repair their sons bicycle! lesson32 shopping made easy 購物變得很方便people are not so honest as they once were. the temptation to steal is greater than ever before-especially in large shops. a detec

10、tive recently watched a well-dressed woman who always went into a large store on monday mornings. one monday, there were fewer people in the shop than usual when the woman came in, so it was easier for the detective to watch her. the woman first bought a few small articles. after a little time, she

11、chose one of the most expensive dresses in the shop and handed it to an assistant who wrapped it up for her as quickly as possible. then the woman simply took the parcel and walked out of the shop without paying. when she was arrested, the detective found out that the shop-assistant was her daughter

12、. the girl gave her mother a free dress once a week !lesson33 out of the darkness 沖出黑暗nearly a week passed before the girl was able to explain what had happened to her. one afternoon she set out from the coast in a small boat and was caught in a storm. towards evening, the boat struck a rock and the

13、 girl jumped into the sea. then she swam to the shore after spending the whole night in the water. during that time she covered a distance of eight miles. early next morning, she saw a light ahead. she knew she was near the shore because the light was high up on the cliffs. on arriving at the shore,

14、 the girl struggled up the cliff towards the light she had seen. that was all she remembered. when she woke up a day later, she found herself in hospital.lesson34 quick work 破案“神速”ted robinson has been worried all the week. last tuesday he received a letter from the local police. in the letter he wa

15、s asked to call at the station. ted wondered why he was wanted by the police, but he went to the station yesterday and now he is not worried any more. at the station, he was told by a smiling policeman that his bicycle had been found. five days ago, the policeman told him, the bicycle was picked up

16、in a small village four hundred miles away. it is now being sent to his home by train. ted was most surprised when he heard the news. he was amused too, because he never expected the bicycle to be found. it was stolen twenty years ago when ted was a boy of fifteen !lesson35 stop thief! 捉賊！rov trento

17、n used to drive a taxi. a short while ago, however, he became a bus-driver and he was not regretted it. he is finding his new work far more exciting. when he was driving along catford street recently, he saw two thieves rush out of a shop and run towards a waiting car. one of them was carrying a bag

18、 full of money. roy acted quickly and drove the bus straight at the thieves. the one with the money got such a fright that he dropped the bag. as the thieves were trying to get away in their car, roy drove his bus into the back of it. while the battered car was moving away, roy stopped his bus and t

19、elephoned the police. the thieves car was badly damaged and easy to recognize. shortly afterwards, the police stopped the car and both men were arrested. lesson36 across the channel 橫渡海峽erna hart is going to swim across the english channel tomorrow. she is going to set out from the french coast at f

20、ive oclock in the morning. erna is only fourteen years old and she hopes lo set up a new world record. she is a strong swimmer and many people feel that she is sure to succeed. ernas father will set out with her in a small boat. mr hart has trained his daughter for years. tomorrow he will be watchin

21、g her anxiously as she swims the long distance to england. erna intends to take short rests every two hours. she will have something to drink but she will not eat any solid food. most of ernas school friends will be waiting for her on the english coast. among them will be ernas mother, who swam the

22、channel herself when she was a girl.lesson37 the olympic games 奧林匹克運動會the olympic games will be held in our country in four years time. as a great many people will be visiting the country, the government will be building new hotels, an immense stadium, and a fine new swimming pool. they will also be

23、 building new roads and a special railway-line. the games will be held just outside the capital and the whole area will be called olympic city. workers will have completed the new roads by the end of this year. by the end of next year, they will have finished work on the new stadium. the fine modern

24、 buildings have been designed by kurt gunter. everybody will be watching anxiously as the new buildings go up. we are all very excited and are looking forward to the olympic games because they have never been held before in this country.lesson38 everything except the weather 惟獨沒有考慮到天氣my old friend,

25、harrison, had lived in the mediterranean for many years before he returned to england. he had often dreamed of retiring in england and had planned to settle down in the country. he had no sooner returned than he bought a fine house and went to live there. almost immediately he began to complain abou

26、t the weather, for even though it was still summer, it rained continually and it was often bitterly cold. after so many years of sunshine, harrison got a shock. he acted as if he had never lived in england before. in the end, it was more than he could bear. he had hardly had time to settle down when

27、 he sold the house and left the country. the dream he had had for so many years ended there. harrison had thought of everything except the weather.lesson39 am i all right? 我是否痊愈？while john gilbert was in hospital, he asked his doctor to tell him whether his operation had been successful, but the doc

28、tor refused to do so. the following day, the patient asked for a bedside telephone. when he was alone, he telephoned the hospital exchange and asked for doctor millington. when the doctor answered the phone, mr gilbert said he was inquiring about a certain patient, a mr john gilbert. he asked if mr

29、gilberts operation had been successful and the doctor told him that it had been. he then asked when mr gilbert would be allowed to go home and the doctor told him that he would have to stay in hospital for another two weeks. then dr millington asked the caller if he was a relative of the patient. no

30、, the patient answered, i am mr john gilbert. lesson40 food and talk 進餐與交談last week at a dinner-party, the hostess asked me to sit next to mrs rumbold. mrs rumbold was a large, unsmiling lady in a tight black dress. she did not even look up when i took my seat beside her. her eyes were fixed on her

31、plate and in a short time, she was busy eating. i tried to make conversation. a new play is coming to the globe soon, i said. will you be seeing it ? no, she answered. will you be spending your holidays abroad this year ? i asked. no, she answered. will you be staying in england? i asked. no, she an

32、swered. in despair, i asked her whether she was enjoying her dinner. young man, she answered, if you ate more and talked less, we would both enjoy our dinner ! lesson41 do you call that a hat? 你把那個叫帽子嗎？do you call that a hat ? i said to my wife. you neednt be so rude about it, my wife answered as sh

33、e looked at herself in the mirror. i sat down on one of those modern chairs with holes in it and waited. we had been in the hat shop for half an hour and my wife was still in front of the mirror. we mustnt buy things we dont need, i remarked suddenly. i regretted saying it almost at once.you neednt

34、have said that, my wife answered. i need not remind you of that terrible tie you bought yesterday. i find it beautiful, i said. a man can never have too into the cave hoping to find buried treasure. the leader of the party was examining the soil near the entrance to the cave when the machine showed

35、that there was gold under the ground. very excited, the party dug a hole two feet deep. they finally found a small gold coin which was almost worthless. the party then searched the whole cave thoroughly but did not find anything except an empty tin trunk. in spite of this, many people are confident

36、that the revealer may reveal something of value fairly soon.lesson56 faster than sound! 比聲音還快！once a year a race is held for old cars. a lot of cars entered for this race last year and there was a great deal of excitement just before it began. one of the most handsome cars was a rolls-royce silver g

37、host. the most unusual car was a benz which had only three wheels. built in 1885, it was the oldest car taking part. after a great many loud explosions, the race began. many of the cars broke down on the course and some drivers spent more time under their cars than in them ! a few cars, however, com

38、pleted the race. the winning car reached a speed of forty miles an hour-much faster than any of its rivals. it sped downhill at the end of the race and its driver had a lot of trouble trying to stop it. the race gave everyone a great deal of pleasure. it was very different from modern car races but

39、no less exciting. lesson57 can i help you, madam? 你要買什么，夫人？a woman in blue jeans stood at the window of an expensive shop. though she hesitated for a moment, she finally went in and asked to see a dress that was in the window. the assistant who served her did not like the way she was dressed. glanci

40、ng at her scornfully, he told her that the dress was sold. the woman walked out of the shop angrily and decided to punish the assistant next day. she returned to the shop the following morning dressed in a fur coat, with a handbag in one hand and a long umbrella in the other. after seeking out the r

41、ude assistant she asked for the same dress. not realizing who she was, the assistant was eager to serve her this time with great difficulty, he climbed into the shop window to get the dress. as soon as she saw it, the woman said s many ties.and a woman cant have too many hats, she answered.ten minut

42、es later we walked out of the shop together. my wife was wearing a hat that looked like a lighthouse !lesson42 not very musical 并非很懂音樂as we had had a long walk through one of the markets of old delhi, we stopped at a square to have a rest. after a time, we noticed a snake-charmer with two large bask

43、ets at the other side of the square, so we went to have a look at him. as soon as he saw us, he picked up a long pipe which was covered with coins and opened one of the baskets. when he began to play a tune, we had our first glimpse of the snake. it rose out of the basket and began to follow the mov

44、ements of the pipe. we were very much surprised when the snake charmer suddenly began to play jazz tunes and modern pop songs. the snake, however, continued to dance slowly. it obviously could not tell目 錄上篇：蘇寧電器連鎖經(jīng)營售后服務(wù)工作手冊第一節(jié) 蘇寧電器連鎖經(jīng)營體系售后服務(wù)的基本原則.2第二節(jié) 加盟連鎖企業(yè)售后的開展2第三節(jié) 連鎖企業(yè)售后服務(wù)部的建立與撤消5第四節(jié) 連鎖企業(yè)售后服務(wù)部的主要

45、職能與崗位職責(zé).10第五節(jié) 連鎖企業(yè)售后服務(wù)工作流程.11第六節(jié) 信息中心操作標(biāo)準(zhǔn).16第七節(jié) 作業(yè)部操作標(biāo)準(zhǔn).21第八節(jié) 網(wǎng)點.26第九節(jié) 對連鎖企業(yè)售后服務(wù)的考核.31下篇：蘇寧電器連鎖經(jīng)營售后服務(wù)外包工作手冊第十節(jié) 連鎖企業(yè)售后外包單位的建立與撤消.37第十一節(jié) 蘇寧電器連鎖經(jīng)營體系售后服務(wù)的基本原則.40第十二節(jié) 連鎖企業(yè)外包單位的主要職能.43第十三節(jié) 連鎖企業(yè)售后服務(wù)工作流程（建議）.44第十四節(jié) 外包單位信息受理部操作標(biāo)準(zhǔn)（建議）.49第十五節(jié) 作業(yè)部操作標(biāo)準(zhǔn)（建議）.54第十六節(jié) 安/維人員上門服務(wù)規(guī)范.59第十七節(jié) 空調(diào)機安裝技術(shù)規(guī)范.59第十八節(jié) 安全操作規(guī)程規(guī)范.59第十

46、九節(jié) 對連鎖企業(yè)外包單位的考核.61上篇：蘇寧電器連鎖經(jīng)營售后服務(wù)工作手冊第一節(jié) 蘇寧電器連鎖經(jīng)營體系售后服務(wù)的基本原則蘇寧電器連鎖經(jīng)營體系的售后服務(wù)遵循“五統(tǒng)一”原則：統(tǒng)一管理：即連鎖企業(yè)售后服務(wù)機構(gòu)在業(yè)務(wù)上由售后總部統(tǒng)一管理，包括統(tǒng)一監(jiān)管、統(tǒng)一培訓(xùn)、統(tǒng)一的財務(wù)信息匯集、資料統(tǒng)一調(diào)配。統(tǒng)計流程：即在連鎖企業(yè)售后服務(wù)機構(gòu)的作業(yè)流程、信息流轉(zhuǎn)流程、單據(jù)流轉(zhuǎn)流程在全國范圍內(nèi)統(tǒng)一，由總部具體制定。統(tǒng)一規(guī)范、統(tǒng)一形象、統(tǒng)一語言：即在服務(wù)過程中。作業(yè)人員以統(tǒng)一的面貌面對顧客，建立蘇寧電器集團全國統(tǒng)一的服務(wù)品牌形象。第二節(jié) 加盟連鎖企業(yè)售后的開展一、連鎖體系的售后服務(wù)管理體系蘇寧電器連鎖的售后服務(wù)為三級管

47、理體系，即：第一級：蘇寧電器集團售后中心第二級：連鎖企業(yè)售后服務(wù)機構(gòu)（包括地區(qū)售后中心、連鎖企業(yè)售后服務(wù)部、外包伙伴三種形式）第三級：網(wǎng)點作業(yè)單元蘇寧電器集團售后中心對第二級進行管理，第二級為連鎖企業(yè)的各類售后服務(wù)機構(gòu)，第二級面向網(wǎng)點進行管理，同時將有關(guān)信息向總部匯集，網(wǎng)點面向作業(yè)進行管理，同時向連鎖企業(yè)售后服務(wù)部匯集信息。二、蘇寧電器集團售后中心與連鎖企業(yè)售后服務(wù)部的管理關(guān)系1、 監(jiān)管關(guān)系：售后中心對各地連鎖企業(yè)售后服務(wù)機構(gòu)進行統(tǒng)一管理和監(jiān)督，連鎖企業(yè)售后服務(wù)機構(gòu)的有關(guān)報告、請示等都應(yīng)向售后總部匯總。2、 技術(shù)支持：售后中心對連鎖企業(yè)售后服務(wù)機構(gòu)的技術(shù)工人進行定期的統(tǒng)一培訓(xùn)，并在人員上予以支

48、持。3、 資源調(diào)配：自愿包括人員、材料、配件和工具等。蘇寧電器集團售后中心可以代表各地連鎖企業(yè)售后服務(wù)機構(gòu)向廠家統(tǒng)一要支持政策，并在各地區(qū)之間進行調(diào)配、總部資材部可以為各地連鎖企業(yè)售后服務(wù)機構(gòu)供應(yīng)資材。4、 信息匯集：各地連鎖企業(yè)售后服務(wù)機構(gòu)的相關(guān)信息向蘇寧電器集團售后中心的對口部門報送。三、蘇寧電器連鎖企業(yè)售后服務(wù)體系組織結(jié)構(gòu)圖結(jié)算部作業(yè)部信息中心資材部財務(wù)部連鎖企業(yè)售后服務(wù)部南京售后財務(wù)組售后中心財務(wù)部地區(qū)管理部資材部培訓(xùn)部監(jiān)管部第三節(jié) 連鎖企業(yè)售后服務(wù)部的建立與撤銷一、建立連鎖企業(yè)特約售后服務(wù)部的程序連鎖企業(yè)蘇寧售后中心分支公司連鎖發(fā)展部申請并提交必要資料 no對建立售后服務(wù)部的必要性確

49、認(rèn)對申請單位的必要條件審核 yesyes填寫蘇寧連鎖企業(yè)售后服務(wù)部成立申請單售后中心審批 yes 協(xié)議備案簽訂蘇寧售后服務(wù)協(xié)議 二、關(guān)于建立程序的幾點說明：1、首先由連鎖企業(yè)向分支公司連鎖發(fā)展部提出建立需求，提交售后能力的基本資料。2、分支公司連鎖發(fā)展部確認(rèn)連鎖企業(yè)具有基本資格后，轉(zhuǎn)交售后中心，連鎖企業(yè)填寫連鎖企業(yè)售后服務(wù)部建立申請表，由售后中心負(fù)責(zé)具體的審批。3、售后中心與連鎖企業(yè)簽定的連鎖企業(yè)售后服務(wù)部協(xié)議。簽定的協(xié)議，備案分支公司連鎖發(fā)展部一份，售后中心、連鎖企業(yè)各存一份。三、連鎖企業(yè)特約售后服務(wù)部的撤銷發(fā)現(xiàn)下列情況之一者，蘇寧電器集團售后中心有權(quán)進行處罰直至撤銷其蘇寧電器連鎖企業(yè)特約售

50、后服務(wù)部的資格。1、出現(xiàn)重大投訴、曝光，給蘇寧電器集團造成較大損失的；2、故意損害蘇寧電器集團聲譽的；3、違反協(xié)議規(guī)定，不能按蘇寧電器連鎖企業(yè)售后服務(wù)管理制度開展工作的；連鎖企業(yè)自身提出終止協(xié)議的情況另議。四、連鎖企業(yè)特約售后服務(wù)部的撤銷程序蘇寧售后中心分支公司連鎖發(fā)展部連鎖企業(yè)提出撤點建議提出撤點建議提出撤銷申請確認(rèn)確認(rèn)各部門清理配件，處理帳務(wù)終止協(xié)議，給予撤點備案五、關(guān)于撤銷程序的幾點說明：1、連鎖企業(yè)售后服務(wù)部提出撤點請求的，需出具書面申請。2、分支公司連鎖發(fā)展部、售后中心提出撤點要求后，填寫連鎖企業(yè)售后服務(wù)部撤銷申請單3、確認(rèn)撤點后，由各部門清點資材、處理帳務(wù)。清點后，由售后中心通知分

51、支公司連鎖發(fā)展部，分支公司通知該連鎖企業(yè)。蘇寧電器連鎖企業(yè)特約售后服務(wù)部建立申請單（一）申請單位填寫申請單位企業(yè)性質(zhì)法人代表單位地址郵政編碼維修負(fù)責(zé)人聯(lián)系電話傳真號碼貨運站名稱開戶銀行帳號增值稅號維修站實力簡介維修站人員情況維修站場地情況安裝維修能力維修工具名稱型號規(guī)格數(shù)量維修工具名稱型號規(guī)格數(shù)量維修專用汽車輛摩托車亮氣焊設(shè)備套電焊設(shè)備套沖擊鉆把電鉆把高低壓表閥套萬用表只鉗形表只電子測漏儀只工作平臺臺真空泵臺加氟設(shè)備套光歐表只安全帶套申請單位信譽保障 鄭重向蘇寧電器集團保證：嚴(yán)格遵守蘇寧電器連鎖售后服務(wù)工作規(guī)定，接受蘇寧電器集團售后工作領(lǐng)導(dǎo)和監(jiān)督，誠實經(jīng)營，全心全意為蘇寧的用戶服務(wù)，絕不做有損

52、蘇寧電器集團企業(yè)信譽和產(chǎn)品信譽的事情。申請單位（蓋章）負(fù)責(zé)人：申報日期： 年 月 日審核意見分支公司意見：簽名： 日期：售后中心意見：簽名： 日期：蘇寧集團總經(jīng)理審批：簽名： 日期：說明：本表一式三份，須加蓋公章并附營業(yè)執(zhí)照副本復(fù)印件、門頭照片、工作場地照片、操作場地照片，作為服務(wù)協(xié)議書附件蘇寧電器連鎖企業(yè)特約售后服務(wù)部建立申請單（二）人員情況員工人數(shù)： 人維修人員： 人安裝人員： 人管理人員： 人主要服務(wù)人員情況（不夠可另頁）序號姓名年齡性別學(xué)歷崗位崗位年限身份證號碼12345678910其他情況審核意見分支公司意見：簽名： 日期：售后中心意見：簽名： 日期：蘇寧集團總經(jīng)理審批：簽名： 日期：說明：本表一式三份，須加蓋公章并附營業(yè)執(zhí)照副本復(fù)印件、門頭照片、工作場地照片、操作場地照片，作為服務(wù)協(xié)議書附件第三節(jié) 連鎖企業(yè)售后服務(wù)部的主要職能與崗位職責(zé)一、連鎖企業(yè)售后服務(wù)部崗位圖連鎖企業(yè)售后服務(wù)經(jīng)理財務(wù)部主管資材部主管結(jié)