DB1402/T 06-2022 旅游场所现场纠纷处理规范

ICS03.080

CCSA20

1402

大同市地方标准

DB1402/T06—2022

旅游场所现场纠纷处理规范

Specificationsforhandlingon-sitedisputesintouristvenues

2022-12-22发布2023-03-22实施

大同市市场监督管理局  发布

DB1402/T06—2022

目次

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

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

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

3术语和定义..........................................................................1

4总则................................................................................1

5场所基本要求........................................................................2

5.1人员配置........................................................................2

5.2机制建设........................................................................2

6现场纠纷类别与分级..................................................................2

6.1现场纠纷类别....................................................................2

6.2现场纠纷分级....................................................................2

6.3分级处理人员....................................................................3

7处理流程............................................................................3

7.1安抚情绪........................................................................3

7.2掌握实情........................................................................4

7.3介入处理........................................................................4

7.4公示结果........................................................................4

7.5归档资料........................................................................5

8服务改进............................................................................5

I

DB1402/T06—2022

前言

本文件按照GB/T1.1—2020《标准化工作