T/ZEAT/ZEA005—2018互聯(lián)網(wǎng)金融企業(yè)與用戶(hù)在線糾紛調(diào)節(jié)機(jī)制要求（征求意見(jiàn)稿）2018-10-22發(fā)布 2018-10-22實(shí)施浙江省電子商務(wù)標(biāo)準(zhǔn)化技術(shù)委員會(huì)T/ZEA005—2018T/ZEA005—2018目 次前 言··································I引 言··································II1.范圍··································12.規(guī)范性引用文件·····························13.術(shù)語(yǔ)與定義·······························14.符號(hào)與縮略語(yǔ)······························15.互聯(lián)網(wǎng)金融用戶(hù)糾紛在線解決的原則····················25.1合法性原則····························25.2及時(shí)性原則····························25.3便捷化原則····························25.4首問(wèn)責(zé)任制原則 ··························26.互聯(lián)網(wǎng)金融用戶(hù)糾紛在線處理流程·····················26.1用戶(hù)投訴或反饋問(wèn)題 ························26.2客服人員接待，受理用戶(hù)投訴，并記錄問(wèn)題···············26.3客服組長(zhǎng)/值班組長(zhǎng)跟進(jìn)問(wèn)題·····················36.4客服主管跟進(jìn)問(wèn)題 ·························36.5客服部門(mén)負(fù)責(zé)人協(xié)調(diào) ························36.6其他部門(mén)協(xié)助處理 ·························36.7投訴受理人跟進(jìn)處理完成·······················37.互聯(lián)網(wǎng)用戶(hù)在線糾紛處理時(shí)效·······················48.其他用戶(hù)糾紛解決配套機(jī)制························58.1用戶(hù)糾紛在線解決對(duì)應(yīng)參考話術(shù)····················58.2用戶(hù)糾紛解決客服用語(yǔ)規(guī)范······················58.3投訴處理禁忌語(yǔ) ··························58.4特殊情況及注意事項(xiàng)說(shuō)明······················6參考文獻(xiàn)·································6T/ZEA005—2018T/ZEA005—2018PAGE\*ROMANPAGE\*ROMANII前 言本標(biāo)準(zhǔn)依據(jù)國(guó)家標(biāo)準(zhǔn)與金融行業(yè)標(biāo)準(zhǔn)及有關(guān)業(yè)務(wù)的法律、法規(guī)、規(guī)章起草。本標(biāo)準(zhǔn)由浙江省電子商務(wù)促進(jìn)會(huì)歸口管理。本標(biāo)準(zhǔn)起草單位：浙江中新力合控股有限公司、杭州鑫合匯互聯(lián)網(wǎng)金融服務(wù)有限公司。本標(biāo)準(zhǔn)主要起草人：陳一梅、李驍、閆正欣。引 言本標(biāo)準(zhǔn)的目標(biāo)是：——定義互聯(lián)網(wǎng)金融用戶(hù)糾紛解決常用的有關(guān)概念?！岢鲩_(kāi)展互聯(lián)網(wǎng)金融用戶(hù)糾紛解決規(guī)范化的框架性指南。T/ZEA005—2018T/ZEA005—2018PAGEPAGE6互聯(lián)網(wǎng)金融企業(yè)與用戶(hù)在線糾紛調(diào)節(jié)機(jī)制要求范圍規(guī)范性引用文件（GB/T34827-2017《電子商務(wù)信用第三方網(wǎng)絡(luò)零售平臺(tái)交易糾紛處理通則》術(shù)語(yǔ)與定義用戶(hù)在線糾紛一般糾紛升級(jí)重大糾紛符號(hào)與縮略語(yǔ)以下符號(hào)與縮略語(yǔ)適用于本標(biāo)準(zhǔn)：（FrequentlyAskedQuestions）ODR 在糾決（Onlinedisputeresolution）CS 服術(shù)（Customerservice）互聯(lián)網(wǎng)金融用戶(hù)糾紛在線解決的原則合法性原則及時(shí)性原則便捷化原則首問(wèn)責(zé)任制原則互聯(lián)網(wǎng)金融用戶(hù)糾紛在線處理流程用戶(hù)投訴或反饋問(wèn)題用戶(hù)通過(guò)熱線、在線、郵箱、論壇、留言等渠道投訴?？头藛T接待，受理用戶(hù)投訴，并記錄問(wèn)題記錄投訴內(nèi)容、意圖，工單反饋組長(zhǎng)/值班組長(zhǎng)處理。投訴受理人需持續(xù)跟進(jìn)處理?？头M長(zhǎng)/值班組長(zhǎng)跟進(jìn)問(wèn)題客服組長(zhǎng)/值班組長(zhǎng)受理投訴問(wèn)題前應(yīng)先充分了解相關(guān)情況，判斷該問(wèn)題投訴受理人是否可以自行處理，給出相關(guān)處理方案協(xié)助投訴受理人解決用戶(hù)投訴。當(dāng)組長(zhǎng)/值班組長(zhǎng)核實(shí)該問(wèn)題無(wú)法協(xié)助處理好，工單流轉(zhuǎn)給主管處理，投訴受理人繼續(xù)跟進(jìn)處理。客服主管跟進(jìn)問(wèn)題客服部門(mén)負(fù)責(zé)人協(xié)調(diào)其他部門(mén)協(xié)助處理投訴受理人跟進(jìn)處理完成用戶(hù)投訴用戶(hù)投訴是否可本人處理 無(wú)法處理無(wú)法處理無(wú)法處理可處理可處理可處理可處理按流程處理投訴判斷是否需投訴回訪是否結(jié)束部門(mén)負(fù)責(zé)人主管組長(zhǎng)/值班組長(zhǎng)客服鑫合匯-客戶(hù)服務(wù)部投訴處理流程投訴回訪，并做好服務(wù)登記反饋部門(mén)負(fù)責(zé)人，由部門(mén)負(fù)責(zé)人協(xié)調(diào)各部門(mén)資源處理；進(jìn)匯報(bào)主管，由主管協(xié)調(diào)處理；第一受理人跟進(jìn)匯報(bào)組長(zhǎng)，由組長(zhǎng)協(xié)調(diào)處理;第一受理人跟進(jìn)客服受理投訴互聯(lián)網(wǎng)用戶(hù)在線糾紛處理時(shí)效2）：原則快速處理.（17:30—21:00）其他用戶(hù)糾紛解決配套機(jī)制用戶(hù)糾紛在線解決對(duì)應(yīng)參考話術(shù)工作日：您所反映的情況/