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消费者逛商场享受服务有“讲究”

2017-08-18 06:22:11   中国青年网

本报讯(曹根深 记者张玮炜)消费者逛商场应该享受什么样的服务?空调安装高空作业费到底该不该收?市消费指导促进会经过市场调研,组织撰写《百货商店服务质量规范》、《家用和类似用途电器安装维修服务规范》。日前,市质监局、市服务业委、市标准化研究院、金普新区市场监管局,大连海事大学、东北财经大学专家,以及各大商场、企业代表召开评审会,规范最终决议通过专家评审,预计10月下旬正式推出。

《百货商店服务质量规范》填补了我市百货服务行业的标准空白,从消费者对服务机构感知过程的有形展示、服务互动、服务支持、服务补救四个维度逻辑制定。本次制定标准用单独章节引入互联网化服务质量管理部分,对网络互动、互联网平台管理、基于互联网的数据库管理、信息安全等内容提出具体规范要求。另外,标准突出强调对特殊需要人士的服务照顾及服务人员心理干预指导等必要措施问题。

《家用和类似用途电器安装维修服务规范》填补了该领域的标准空白,对服务前、中、后均作出详细要求,不仅对家用和类似用途电器安装维修服务的基本要求、安装服务、维修服务、安全服务、投诉处理与服务改进等作出明确要求,还充分融入信息服务与管理章节部分,用互联网的便捷性、高效性提升服务质量与服务保障。

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