DB33/T 2175.3-2018 人民法院诉讼服务规范 第3部分:热线服务

ICS01.040.03

A12

DB33

浙江省地方标准

DB33/T2175.3—2018

人民法院诉讼服务规范

第3部分：热线服务

Specificationforlitigationserviceofpeople'scourt—

Part3:Hotlineservice

2018-12-21发布2019-01-21实施

浙江省市场监督管理局发布

DB33/T2175.3—2018

目次

前言................................................................................II

1范围..............................................................................1

2规范性引用文件....................................................................1

3总体要求..........................................................................1

3.1配置要求......................................................................1

3.2机构管理......................................................................1

3.3人员要求......................................................................1

4服务范围..........................................................................1

5服务流程..........................................................................2

6服务要求..........................................................................2

6.1来电接听......................................................................2

6.2来电处理......................................................................2

6.3来电反馈......................................................................3

6.4统计分析......................................................................3

附录A（资料性附录）热线服务标准用语................................................4

附录B（规范性附录）热线服务流程....................................................6

I