【多选题】
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；
B. 不可控因素；
C. 人身伤害事故；
D. 设备故障
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相关试题
【多选题】
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；
C. 行政处理；
D. 组织处理
【多选题】
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。
A. 服务行为；
B. 服务规范；
C. 服务态度；
D. 服务渠道
【多选题】
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；
B. 业务办理情况；
C. 电力常识；
D. 电网建设
【多选题】
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；
B. 用电性质；
C. 用电类别；
D. 用电容量
【多选题】
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___
A. 站立时，抬头、挺胸、收腹，双手下垂置于身体两侧或双手交叠自然下垂，双脚并拢，脚跟相靠，脚尖微开，可在适当场合下，双手抱胸、叉腰；
B. 坐下时，上身自然挺直，两肩平衡放松，后背与椅背紧紧贴合，不留缝隙，不用手托腮或趴在工作台上，不抖动腿和翘二郎腿；
C. 走路时，步幅适当，节奏适宜，不奔跑追逐，不边走边大声谈笑喧哗；
D. 尽量避免在客户面前打哈欠、打喷嚏，难以控制时，应侧面回避，并向对方致歉
【多选题】
《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
【多选题】
《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；
C. 在客户家中稍事休息；
D. 主动征求客户意见
【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；
D. 不准对外泄露客户个人信息及商业秘密
【多选题】
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；
B. 设备及服务设施的正常运转情况；
C. 营业厅内陈列的宣传资料的备存数量情况；
D. 便民物品是否齐全
【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；
D. 故意使供电企业的用电计量装置计量不准或者失效
【多选题】
客户反映电能表异常的处理方法包括___。
A. 指导客户简单判断电表计量是否正常；
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；
C. 请台区经理到达现场后根据客户实际设备使用情况和时间进行估算；
D. 可建议客户申请验表
【多选题】
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；
C. 服务国家能源战略建设具有卓越竞争力的世界一流能源互联网企业的内在要求；
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
【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
【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
【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
【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
【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
【判断题】
严格变更用电服务责任追究制度，对涉嫌“三指定”、侵害用户利益的事件，以及在变更用电工作过程中造成重大社会影响、重大经济损失的，按照公司相关规定严肃追究相关单位或个人的责任
【判断题】
“减容恢复”业务的合同变更，可以“减容恢复”申请单作为原合同附件确认变更事项
【判断题】
申请暂停用电，每次应不少于十五天，每一日历年内暂停时间累计不超过六个月，次数不受限制。暂停时间少于十五天的，则暂停期间基本电费照收
【判断题】
申请暂停周期应以抄表结算周期或日历月为基本单位，起止时间应与抄表结算起止时间或整日历月一致。合同最大需量核定值在申请流程结束的抄表结算周期或日历月生效
【判断题】
对于申请资料暂不齐全的客户，在收到其用电主体资格证明并签署“承诺书”后，正式受理申请并启动后续流程，现场勘查时收资
【判断题】
用户提出减少用电容量的期限最短不得少于6个月,但同一历日年内暂停满六个月申请办理减容的用户减容期限不受时间限制
【判断题】
减容后的容量达不到实施两部制电价规定容量标准的，应改为相应用电类别单一制电价计费，并执行相应的分类电价标准
【判断题】
减容分为永久性减容和非永久性减容。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。减容一年内恢复的，按减容恢复办理；超过一年的按新装或增容手续办理
【判断题】
“减容申请”的合同变更，参见《国家电网公司供用电合同管理细则》的有关规定。非永久性减容还需重签供电用合同
【判断题】
当年内暂停累计期满六个月后，如需继续停用的，可申请减容，减容期限不受限制
【判断题】
减容期满后的用户以及新装、增容用户，二年内申办暂停的，不再收取暂停部分容量百分之五十的基本电费
【判断题】
暂停期满或每一日历年内累计暂停用电时间超过六个月的用户，不论是否申请恢复用电，供电企业须从期满之日起，恢复其原电价计费方式，并按合同约定的容量计收基本电费
【判断题】
原用户为增值税用户的，过户时必须办理增值税信息变更业务
【判断题】
减容必须是整台或整组变压器的停止或更换小容量变压器用电，根据用户提出的减容日期，对申请减容的设备进行拆除（或调换）
【判断题】
对申请减容恢复的用户，现场工作人员不需核查用户是否恢复到减容前的容量，就可实施“减容恢复”的操作方案
【判断题】
过户申请时居民用户如为预付费控用户，不需与用户协商处理预付费余额
【判断题】
接收并审核用户申请资料，已有用户资料或资质证件尚在有效期内，则无需用户再次提供；对资料不齐全的，应通过缺件通知书形式告知用户具体缺件内容
【判断题】
业务受理人员或者服务调度人员与客户预约现场勘查时间，并将流程发质现场工作班组（部门），同步将预约日期告知客户及客户经理。具备条件的，可由客户自主选择预约服务时间
推荐试题
【单选题】
___ the world has ever seen has occurred in the information and communications technologies.
A. Great a change
B. The great change
C. A greatest change
D. The greatest change
【单选题】
___ so many people around, it wasn’t convenient to have a long talk with him.
A. As
B. When
C. With
D. Since
【单选题】
Alice used to be terribly shy, but working abroad for a year has completely ___ her.
A. solved
B. transformed
C. characterized
D. regulated
【单选题】
Chinese Mandarin (普通话) is ___ for foreigners to learn because the changes in the tone will totally change the meaning of words.
A. difficult
B. accessible
C. competitive
D. easy
【单选题】
Take action on those things that will have the biggest ___ impact on your life with the least amount of effort.
A. portable
B. positive
C. sophisticated
D. moderate
【单选题】
The adoption of this measure will greatly reduce the ___ of greenhouse gas emissions (排放物), which may help slow global warming.
A. loan
B. decline
C. release
D. response
【单选题】
I think I have a healthy lifestyle. I eat a lot of fruit and vegetables, and I’m a ___ drinker.
A. moderate
B. heavy
C. gradual
D. delicate
【单选题】
In a way the human race needs to improve its mental and physical qualities if it is to deal with the more and more ___ world and meet new challenges.
A. typical
B. complex
C. rational
D. orderly
【单选题】
If a person simply does not care about this activity, it’s ___ impossible to get him to participate.
A. barely
B. seldom
C. hardly
D. practically
【单选题】
Sometimes, even when the mind ___ functioning, the body keeps on working normally.
A. ceases
B. arouses
C. regulates
D. specializes
【单选题】
Jeffery expressed his ___ about the health and fitness of his co-workers, but they said they didn’t want to “waste time” on an exercise bike or jogging.
A. agony
B. concern
C. addiction
D. feedback
【单选题】
Such chemicals are indeed negatively ___ those humans to whom they are expose D.
A. risking
B. detecting
C. impacting
D. overwhelming
【单选题】
We regret for selling you the faulty product, and our company has agreed to ___ you by $500.
A. match
B. reverse
C. reward
D. compensate
【单选题】
This lecture taught me how to manage my time better to include my online studies in my busy ___.
A. schedule
B. outline
C. structure
D. responsibility
【单选题】
Generally speaking, an Irish person will not accept an offer straight away; he will ___ once or twice first before accepting it.
A. receive
B. decline
C. summarize
D. polish
【单选题】
There is every possibility that many species (物种) of animals will die out because of their disappearing food ___.
A. mode
B. source
C. pattern
D. foundation
【单选题】
As a college student, you should enjoy learning and get yourself ___ in those things that interest you.
A. concerned
B. devoted
C. involved
D. pursued
【单选题】
The name of Hitler (希特勒) has always been associated with war and ___ killing in the minds of those people who lived through World War Two.
A. imaginary
B. multiple
C. indispensable
D. massive
【单选题】
He works hard every day to make more money, but he ___ his health, time with his family, and the hobbies he once love D.
A. neglects
B. reminds
C. ceases
D. Declines
【单选题】
I asked a passenger sitting beside me if our train was the Westlake Express train, and he said he ___ of it.
A. not even heard
B. had not even heard
C. even not heard
D. ever had not heard
【单选题】
Whatever you say in the paper has to ___ your own thinking; hence simply repeating the professor’s opinions or whatever is in the readings will not get you very far.
A. ignore
B. arouse
C. reflect
D. release
【单选题】
We are sorry to know that they did not succeed ___ the project for lack of necessary funds.
A. to fulfill
B. to have fulfilled
C. in fulfilling
D. with fulfilling
【单选题】
It is surprising that fewer students were prepared to undertake the ___ to hand in written work on a regular basis, or to study over long periods.
A. engagement
B. commitment
C. authority
D. aspiration
【单选题】
Emily felt hurt and ___ by a close friend who had borrowed a considerable sum of money to pay for a house and then took it as a gift, never thinking of giving back the money.
A. conflicted
B. curbed
C. swollen
D. betrayed
【单选题】
In 1988 the old system was ___ in the country and a new system was introduced to take effect in 1990.
A. transmitted
B. abolished
C. assumed
D. compensated
【单选题】
We should not ___ ourselves to the classroom. We should go out of the classroom, see the world and talk to others as much as we can.
A. entertain
B. confine
C. assign
D. involve
【单选题】
I have always been grateful ___ Fred __the generous and helpful information when I was at the crossroads.
A. to … for
B. to … with
C. for … with
D. for … to
【单选题】
I think we both need to ___ the past, be happy about what we had for a time, learn from our experiences, and move on from there.
A. let go of
B. give authority to
C. make sense of
D. keep up with
【单选题】
My brother and I managed to ___ with each other and we soon made peace after a week’s quarrel.
A. heal
B. reconcile
C. respond
D. advocate
【单选题】
The two robbers in a stolen car tried to ___ a police roadblock (路障), but faile D.
A. break in
B. break off
C. break up
D. break through
【单选题】
Because of his long illness, Lee’s English level had dropped, but he was determined to ___ the other students by working harder.
A. put up with
B. catch up with
C. get along with
D. fill up with
【单选题】
We appreciate your efforts in making changes in your schedule and think that this new arrangement is now ___ to us.
A. agreeable
B. sustainable
C. portable
D. indispensable
【单选题】
The woman who died in a car crash last Saturday in the suburbs has been ___ as Kate Johnson, a 25-year-old office clerk.
A. justified
B. identified
C. notified
D. classified
【单选题】
My nephew failed in the College Entrance Examination, and we were all very sorry that he did not ___ to the university.
A. take it
B. get it
C. make it
D. succeed it
【单选题】
Almost half of that group will experience stress ___ enough to call for professional help.
A. tense
B. moderate
C. bearable
D. intense
【单选题】
If you grow too fast your entire economy could completely shut down and bring growth to a(n) ___.
A. halt
B. cease
C. peak
D. epidemic
【单选题】
I tried my best to drive inside in order to avoid the edges that might make me ___ the steep slope.
A. slip down
B. settle down
C. bring down
D. turn down
【单选题】
When the driver heard that there was a bomb on the bus, he immediately ___ to the side of the highway and radioed the police.
A. put out
B. took off
C. pulled over
D. slipped off
【单选题】
She was very ___ to become a manager in our customers’ office, but finally accepted our offer.
A. eager
B. intelligent
C. ridiculous
D. reluctant
【单选题】
In the race, it looked as if he would be the first, but then another young man who was close behind him put on speed and ___ by a few seconds.
A. beat him for it
B. beat him to it
C. beat him up
D. beat it to him
