五一期间临时作业规范（刘思琪 14:15）
| 五一期间临时作业规范 | |||
| 咨询类别 | 临时规则 | 执行周期 | 参考话术 |
| 五一节日话术 | 开头语及结束语需修改为含有五一节祝福元素的话术 | 5月1日00:00-5月5日24:00 | 开头语：五一快乐............(根据自己的开头语添加祝福要素) |
| 工单处理时效 | 五一节假日期间，售后处理时效较日常有所推迟，如用户反馈或催促，告知预计节后48小时左右陆续处理 | 4月30日14:00-5月5日24:00 | 节日期间咨询：您好，五一节假日期间售后处理会较平时有所延迟，您反馈的问题我们已经登记好，预计节后48小时左右处理，您放心平台会跟进处理进度，感谢您的理解！ |
| 5月5日00:00-5月8日24:00 | 节后进线催促：非常抱歉，您之前反馈的问题咱们已经帮您记录好了，我再次为您催促一下处理，确实因节假日影响售后处理时效会有所延迟，可能会比平时稍微慢一点，但是您放心，我们一定会督促商家尽快解决您的问题，放心交给我们处理就好。 | ||
| 延迟发货礼金系统补发时效 | 五一节假日期间，针对暂无补偿方案的超时订单，礼金发放时效由24小时内变更为48小时内，涉及变更如下：订单超时系统内未赋红包 1、超过48小时：在线按延迟标准赋予用户礼金红包，同步建立催发货工单 2、未超48小时：在线解释超时发货，预计48小时内系统将赋予超时礼金红包补偿，引导用户等待即可，同步建立催发货工单 |
4月30日00:00-5月5日24:00 | 无需主动提及变更为48小时，在线直接告知红包赋予时间即可，如用户提出疑问表示原来是24小时内补偿，可告知因节假日较日常有所推迟 |
【2025年即将发售新品】 （崔晶晶 18:00）
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