ICS03.080.DB33A12浙 江 省地方标准DB33/T 2133—2018旅行社窗口服务规范Travel agency window service specification2018-08-03发布2018-09-03实施浙江省质量技术监督局发布DB33/T 2133—2018目次前言...............................................................................III1234范围..............................................................................1规范性引用文件 .................................................................... 1术语和定义 ........................................................................ 1服务功能 .......................................................................... 14.1宣传展示 ...................................................................... 2接待咨询 ...................................................................... 2销售产品 ...................................................................... 2搜集信息 ...................................................................... 24.24.34.45服务原则 .......................................................................... 25.1真实性 ........................................................................ 2统一性 ........................................................................ 2安全性 ........................................................................ 2时效性 ........................................................................ 25.25.35.4678设置要求 .......................................................................... 26.1线上窗口要求 .................................................................. 3线下窗口要求 .................................................................. 36.2服务人员 .......................................................................... 47.1人员配备 ...................................................................... 4业务素质 ...................................................................... 47.2服务流程 .......................................................................... 48.1咨询服务流程 ..................................................