《M1标准话术》目录1.基本框架.................................................................................................................................51.1纯M1处理的账户........................................................................................51.2纯超限账户................................................................................................61.3准贷卡超额账户.........................................................................................72.联系到卡人............................................................................................................................92.1首次跟进........................................................................................................92.2爽约客户跟进.................................................................................................92.3常见问题处理................................................................................................122.4还款客户跟进..................................................................................................253.联系到第三方......................................................................................................................273.1联系到单位电话..............................................................................................273.2联系到住宅电话..............................................................................................303.3联系到联系人..................................................................................................334.投诉客户回复话术...............................................................................................................37投诉分类及应对话述......................................................................................374.1客户投诉因人为因素.................................................................................374.2客户投诉因系统或银行流程因素................................................................434.3客户投诉因外部因素.................................................................................474.4疑难问题回复..........................................................................................484.5后续须进一步待安抚客户的处理措施........................................................505.节日话术...............................................................................................................................546.高套现账户处理应对话术.....................................................................................................557.客户要求修改账单日话术......................................................................................................568.座席评分话术制定................................................................................................................561/569.普通客户与高端及敏感客户催收话术区别.............................................................................572/56电话催收M1话术指引为了规范M1日常通话的话术以及通话质量，同时为了降低投诉，特此制订本管理办法。1.基本框架M1账户首次联系客户主要以提醒还款为主。依据不同的账户类型，进行区别处理。主要分为纯M1处理的账户、纯超限账户、准贷卡超额账户。1.1纯M1处理的账户（1）基本说明：纯M1账户主要以提醒还款为主。此类账户客户若提起全部还，专员需进行付清计算处理。（2）话术要点：a.自我介绍清楚b.欠款情况说明，提醒...
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