【多选题】
除单户居民客户内部产权外的非供电企业产权或业务,因员工私人问题引起的___、()、()三类恶意投诉可采用事后佐证材料作为申诉依据。
A. 经济纠纷
B. 个人恩怨
C. 个人作风
D. 民事纠纷
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答案
ABC
解析
暂无解析
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申诉证明材料单应正确填写国网工单编号、___、()、()、申诉调查情况。
A. 归档时间
B. 业务类型
C. 申诉类别
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投诉申诉主要以客观证据和___、()证据为判定依据。
A. 事前
B. 事中
C. 事后
D. 以上都不对
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国网客服中心受理客户投诉诉求后,根据投诉客户重要程度及可能造成的影响等,按照___、()、()、()确定事件的投诉等级,20分钟派发工单
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国网申诉流程发起时,在附件中上传申诉证明材料扫描件,确保___、()、()三级部门签字盖章清晰完整、审核日期不存在逻辑问题
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客户投诉包括___、()、()、供电质量投诉、电网建设投诉五类
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投诉穿透分析报告包含基本情况、___、()、()及建议五部分
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申诉工单应包括___、()、申诉原因及目的、()和申诉人等信息
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演练过程中发生的___和( ),参演人员应及时汇报营业厅主管,视具体情况考虑是否中止部分项目的演练。
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建设“互联网+”营销服务应用工作体系,应用建设阶段完成电费___和()推广。
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D. 电子发票
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可以办理业扩报装的线上渠道包括___。
A. “掌上电力”手机APP;
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“电e宝”APP以亲民、生活为主基调,打造“便利生活,乐享财富”的手机优质服务平台,具备___特色功能。
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“掌上电力”新装申请业务,低压非居新装必须上传的资料包括___。
A. 营业执照照片;
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C. 身份证正反面照片;
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【多选题】
办理“一户多人口”业务,除了电力户号,还需要哪些材料?___
A. 房产证明原件;
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【多选题】
根据浙江省物价部门的规定,下列哪些场所中设置的充电设施用电,执行居民合表电价?___
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“三型一化”营业厅转型中优化营业厅功能分区应在现有七个功能区基础上,缩减收费区、调整业务办理区、优化引导区和业务待办区、扩充展示区和客户自助区、增设___。
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申诉证明材料___使用方言需提供普通话翻译,录音电话文件需提供通话详单。
A. 音频;
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演练过程中发生的___,参演人员应及时汇报营业厅主管,视具体情况考虑是否中止部分项目的演练。
A. 突发事件;
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发生供电服务质量事件,对各级单位责任人予以 ___三种惩处方式可以单独运用,也可以同时运用。
A. 纪律处分;
B. 经济处罚;
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供电服务质量事件及供电服务过错明细中服务类的二级目录包含___类。
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D. 服务渠道
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业务咨询是指客户对各类___等问题的业务询问。
A. 供电服务信息;
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电力客户办理更名或过户,在___不变的条件下,允许办理
A. 用电地址;
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根据《国家电网公司供电服务规范》,行为举止方面应符合以下标准___
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《国家电网公司供电服务规范》规定,核对客户资料时(姓名、地址等),应___。
A. 多音字应选择中性词或褒义词;
B. 避免使用反面人物名字;
C. 避免使用动物名字;
D. 避免使用贬义词
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《国家电网公司供电服务规范》规定,___属营业人员不规范行为举止。
A. 用手托腮;
B. 翘二郎腿;
C. 走动;
D. 大声谈笑喧哗
【多选题】
《国家电网公司供电服务规范》规定,现场工作结束后,应___
A. 立即清扫,不能留有废料和污迹,做到设备、场地清洁;
B. 向客户交待有关注意事项;
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【多选题】
下列哪些选项属于《员工服务“十个不准”》的具体内容___。
A. 不准违规停电、无故拖延送电;
B. 不准为客户指定设计、施工、供货单位;
C. 不准违反首问负责制,推诿、搪塞、怠慢客户;
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晨会后综合柜员根据各自职责检查___,同时检查供电营业大厅环境是否整洁有序。做好当天工作准备,开门营业。
A. 营业厅环境;
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【多选题】
用户不得有下列属于用户危害供电、用电安全,扰乱正常供电、用电秩序的行为的有___。
A. 擅自改变用电类别;
B. 擅自超过合同约定的容量用电;
C. 擅自迁移、更动或者擅自操作供电企业的用电计量装置、电力负荷控制装置、供电设施以及约定由供电企业调度的用户受电设备;
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客户反映电能表异常的处理方法包括___。
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B. 对客户系统内的以往用电情况与故障阶段进行比对核实;
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坚持以客户为中心提升优质服务水平是公司___。
A. 贯彻落实党的十九大精神服务人民群众美好生活需要的重要举措;
B. 适应电力改革要求服务经济社会高质量发展的必由之路;
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D. 提高公司经济效益的唯一路径。
【判断题】
对于“一证受理”的客户,已有客户资料或资质证件的,则无需客户再次提供
A. 对
B. 错
【判断题】
营业厅“一证受理”时应询问客户申请意图,向客户提供业务办理告知书,告知客户需提交的资质证件、业务办理流程、收费项目及标准、监督电话等信息
A. 对
B. 错
【判断题】
非永久性减容在减容期限内供电企业保留用户减少容量的使用权
A. 对
B. 错
【判断题】
高压客户申请减容时,在受电工程设计文件审核环节中,用户如需变更审核后的设计文件,应将变更设计内容重新送审。设计文件审核受理后5个工作日内完成
A. 对
B. 错
【判断题】
非永久性减容可不重签供电用合同,以申请单作为原合同附件确认变更事项
A. 对
B. 错
【判断题】
暂拆和复装适用于所有供电用户
A. 对
B. 错
【判断题】
涉及电价优惠的用户,过户后需重新认定
A. 对
B. 错
【判断题】
用户可提前5个工作日向电网企业申请变更下一周期的基本电价计费方式
A. 对
B. 错
【判断题】
改类-居民峰谷申请不需要更换电能表
A. 对
B. 错
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【单选题】
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21.—Why not take ____ umbrella with the sign “Made in China”? It is useful. —What _______ good advice it is!    A. an; a B. a; a C. an; \ D. \; a
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【单选题】
22. —Do you know the boy________ is sitting next to Peter? — Yes. He is Peter’s friend. They are celebrating his ________ birthday. A. who; ninth B. that; ninth C. /; ninth D. which; ninth
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【单选题】
23. It was dark, ______ I couldnt see what was happening. A. or B. though C. but D. so
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B. B
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【单选题】
24.—You can use MSN to talk with Vivien on the Internet. —I know. But can you tell me ________? A. what I can use it B. when I can use it C. why can I use it D. how can I use it
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【单选题】
25. _______ are you going to the School Uniform Exhibition, Amy ? To learn about different styles of school uniform. A. What B. Where C. Which D. Why
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B. B
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【单选题】
( ) 26. Where does the writer of "The little Prince" come from? A.England. B.France. C.America. D.China.
A. A
B. B
C. C
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【单选题】
( ) 27. What does the prince do after the fox tells him a secret? A.He cares more about a flower and a sheep. B.He meets many more strange adults on other planets. C.He realizes his love for the rose and he goes back to his planet.   D.He discovers interesting things such as a snake, other roses and a fox
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B. B
C. C
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【单选题】
( ) 28. What does "The little Prince" mainly talk about? It' s about _________. A.the adult world B.the planet B -612 C.a rose and a fox D.the adventure of a young prince
A. A
B. B
C. C
D. D
【单选题】
( ) 29. What is the writer's main purpose(目的)in writing this passage?    A.To tell the readers his life story.    B.To tell people what kind of person his father was.    C.To tell the readers what present he got from his father.    D. To let people know how poor he was.
A. A
B. B
C. C
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【单选题】
( ) 30. Why did the father not ask his son not to do this and do that?    A.Because he felt quite confident of his son.    B.Because he was born from a poor family.    C.Because he was a man of few words.    D.Because he didn't want to be much too strict with his son.
A. A
B. B
C. C
D. D
【单选题】
( ) 31. What would someone learn from this passage?    A.How to live by oneself. B.How to stand on one's own feet.    C.What a good father should do. D.What the self-important is like.
A. A
B. B
C. C
D. D
【单选题】
( ) 32. What may be the proper Chinese for the underlined part in the passage?    A.闲暇时光 B.学费 C.精神空虚 D.经济不足
A. A
B. B
C. C
D. D
【单选题】
( ) 33. Why did Natalie Smith pay for the six cars behind her? A. She had seven tickets. B. She hoped to please others. C. She knew the car drivers well. D. She wanted to show kindness.
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B. B
C. C
D. D
【单选题】
( ) 34. Judy Foreman copied down the phrase because she ___ . A. thought it was beautifully written B. wanted to know what it really meant C. decided to write it on a warehouse wall D. wanted her husband to put it up in the classroom
A. A
B. B
C. C
D. D
【单选题】
( ) 35. Who came up with the phrase according to the passage? A. Judy Foreman. B. Natalie Smith. C. Anne Herbert D. Alice Johnson.
A. A
B. B
C. C
D. S
【单选题】
( ) 36. What can we infer from the last paragraph? A. People should practice random kindness to those in need. B. People who receive kindness are likely to offer it to others. C. People should practice random kindness to strangers they meet. D. People who receive kindness are likely to pay it back to the giver.
A. A
B. B
C. C
D. D
【单选题】
( ) 37.The greatest river for navigation is ___________. A. the Nile B. the Amazon C. the Mekong D. the Mississippi
A. A
B. B
C. C
D. D
【单选题】
( ) 38. From a dam, people can use the water for ___________. A. keeping the rivers clean B. only making electricity C. irrigation and making electricity D. washing clothes
A. A
B. B
C. C
D. D
【单选题】
( ) 39. The water in the river is polluted because of _____________. A. people's drinking water too much B. people's swimming in the river too much C. chemicals and other materials D. people's building a dam across a river
A. A
B. B
C. C
D. D
【单选题】
( ) 40. The best title of the passage is ___________. A. Rivers in Cities B. The importance of Rivers C. Transportation D. Natural Resources
A. A
B. B
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D. D