五星级服务认证 GB/T27922-2011售后服务认证模式

Shanghai Five Star Service Certification GB / t27922-2011 after sales service certification mode

售后服务认证模式：

After sales service certification mode:

a.公开的服务特性检验，简称模式A

a. Open service characteristic test, referred to as mode a

b.神秘顾客（暗访）的服务特性检验，简称模式B

b. Service characteristic test of mystery customers (secret visit), abbreviated as mode B

c.公开的服务特性检测，简称模式C

c. Open service feature detection, referred to as mode C

d.神秘顾客（暗访）的服务特性检测，简称模式D

d. Service characteristic detection of mystery customers (secret visit), referred to as mode D

e.顾客调查（功能感知），简称模式E

e. Customer survey (functional perception), referred to as mode e

f.既往服务足迹检测（验证感知），简称模式F

f. Previous service footprint detection (verification perception), referred to as mode f

g.服务能力确认或验证，简称模式G

g. Service capability confirmation or verification, referred to as mode G

h.服务设计审核，简称模式H

h. Service design review, referred to as mode H

i.服务管理审核，简称模式I

i. Service management audit, referred to as mode I

GB/T27922-2011售后服务认证模式的选择应分析拟认证的特定服务所处业态、接触方式和特性结构及其风险状况。

GB / t27922-2011 the selection of after-sales service certification mode shall analyze the business type, contact mode, characteristic structure and risk status of the specific service to be certified.

应该指出，在服务认证评价活动中通常将上述认证模式组合使用，以确保评价活动涵盖特定服务特性及其服务提供和交付过程。

It should be noted that the above authentication modes are usually used in combination in service authentication evaluation activities to ensure that evaluation activities cover specific service characteristics and their service delivery and delivery processes.

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