P2P网贷服务协议.pdf

P2P网贷担保合同示范文本
1. 合同背景
2. 借款信息
2.1 借款金额
2.2 借款用途
借款用途为[借款用途。

2.3 利率
借款利率为[借款利率，按年计算，采用等额本息还款方式。

3. 担保方式
3.1 担保中介平台
3.2 担保责任
甲方作为担保方，将以自己的信用和财力担保乙方的借款，保证乙方能够按时偿还借款本息。

当乙方出现违约或无法按时偿还借款时，甲方承担连带责任，并向担保中介进行偿付。

3.3 担保费用
为提供担保责任，甲方将收取一定的担保费用，具体费用由甲乙双方协商确定。

4. 合同约定
4.1 违约责任
任何一方未履行本合同所规定的义务，构成违约行为。

违约方应承担相应法律责任，并赔偿对方因此受到的损失。

4.2 争议解决
本合同产生的争议应由甲乙双方协商解决，协商不成的，提交合同签订地的人民法院进行诉讼解决。

4.3 合同变更
除非经甲乙双方协商一致，否则不得随意变更本合同的约定内容。

4.4 合同解除
借款成功偿还
借款到期未违约
甲乙双方协商解除。

4.5 合同附则
本合同的附则包括但不限于借款人资格审核、还款方式、逾期费用等事项，在本合同签订时另行约定。

5. 合同生效
本合同自双方签订之日起生效，并在乙方完全履行还款义务后终止。

本合同以电子合同的形式成立，包括电子签名和电子印章，均具有法律效力，并对双方具有同等约束力。

甲方
乙方
日期。

20XX 专业合同封面COUNTRACT COVER甲方：XXX乙方：XXXP2P贷款服务协议范本2024年版一本合同目录一览1. 协议概述1.1 协议类型1.2 协议双方1.3 协议有效期2. 贷款服务内容2.1 贷款类型2.2 贷款额度2.3 贷款利率2.4 贷款期限2.5 还款方式3. 借款人义务3.1 信息真实性3.2 贷款使用3.3 还款义务3.4 保险购买4. 贷款人权益4.1 利息收益4.2 贷款管理费4.3 违约金4.4 法律诉讼权5. 风险控制5.1 贷款审查5.2 贷款担保5.3 风险警示5.4 紧急处理6. 协议变更6.1 变更条件6.2 变更程序6.3 变更生效7. 争议解决7.1 协商解决7.2 调解解决7.3 仲裁解决7.4 法律诉讼8. 违约责任8.1 借款人违约8.2 贷款人违约8.3 共同违约9. 合同解除9.1 解除条件9.2 解除程序9.3 解除后果10. 隐私保护10.1 信息保密10.2 信息使用10.3 信息安全11. 强制性条款11.1 法律法规11.2 强制性规定11.3 合规要求12. 合同附件12.1 贷款申请表12.2 借款人资料12.3 贷款人资料12.4 担保资料13. 合同签署13.1 签署程序13.2 签署日期13.3 签署地点14. 其他约定14.1 通知与送达14.2 适用法律14.3 合同完整性14.4 合同修改第一部分：合同如下：第一条协议概述1.1 协议类型本协议为P2P（PeertoPeer）贷款服务协议，是借款人与贷款人之间就贷款服务事宜达成的一致协议。

1.2 协议双方借款人：【借款人全称】贷款人：【贷款人全称】1.3 协议有效期本协议自双方签字（或盖章）之日起生效，有效期为【有效期开始日期】至【有效期结束日期】。

第二条贷款服务内容2.1 贷款类型本协议项下的贷款类型为【贷款类型】，包括但不限于个人消费贷款、企业经营贷款等。

p2p网贷（P2P net loan）Net loaneditNet loan, also known as P2P network borrowing, refers to individuals borrowing from each other through the network platform. That is, by a qualified website (third party network lending platform) as an intermediary platform, the borrower issued a loan target on the platform, investors bidding to lend behavior to borrowers. Net loan platform in the past two years, the rapid growth in the country, so far more active about 350.Catalog1 Introduction2 development process3, two operating model4, four major investment risks4.1 risk one, qualification risk.4.2, risk two, management risk.4.3, risk three, capital risk.4.4, risk four, technical risk.5 account supervision6 policy supervision7, two relevant laws and regulations8 media coverage1 IntroductionNet loan, also known as P2P network borrowing. P2P is the abbreviation of English peer to peer, which means "individual to individual"". The so-called P2P net loan, refers to individuals through the network platform borrowing each other, the loan party on the P2P website issued loan requirements, investors through the website lending funds to lenders. The biggest advantage of P2P net lending is that the borrowers who are hard to be covered by traditional banks can enjoy the high efficiency and convenience of the loan in the virtual world.Network credit originated in the United Kingdom, and then developed to the United States, Germany and other countries, the typical model is: network credit companies provide platforms, free bidding by both sides of the loan, brokered transactions. The lender obtains the interest income and assumes the risk; the borrower of the fund pays the principal at maturity, and the Internet credit company charges intermediary service fees.2 development processP2P net loan model prototype, is the British Richard Dewa, James Alexander, Sara Matthews and David Nicholson 4 young people jointly created. In March 2005, the world's first P2P net loan platform, Zopa, was launched on the line in london. Today, Zopa's business has expanded to Italy, the United States and Japan, with an average daily investment of about 2000000.Zopa is the abbreviation of "Zone of Possible Agreement". On the Zopa website, investors can list the amount, interest rates and lending to borrowers and the time, according to the purpose and the amount of search for loan products, Zopa will charge a fee to both lenders and borrowers, rather than earn interest.In our country, the earliest P2P net loan platform was established in 2006. In the next few years, the country's net lending platform is still very rare, few entrepreneurs involved. Until 2010, the net loan platform has been valued by many entrepreneurs, began to appear in some water test. 2011, net loan platform entered a period of rapid development, a number of net lending platform enthusiastically on-line. In 2012, China's net lending platform entered a period of explosion, net lending platform has sprung up, more active about 400.Into 2013, net loan platform is booming, to 1 to 2 a day on-line rapid growth in the number of platforms, substantial growth brought about by the imbalance between the supply and demand of funds and other phenomena began to gradually appear. According to incomplete statistics, at present, the domestic line lending network lending platform monthly turnover of nearly 7 billion yuan.3, two operating modelNet lending platform for the main operating mode there are two main categories, namely: traditional P2P model and the transfer of creditor's rights model.1, in the traditional P2P mode, only the net loan platform for both lenders and borrowers to provide information for determining the value of information interaction, circulation and other services to facilitate the completion of the transaction, not the substance involved in lending interest chain, direct debit and credit debt relationship, net loan platform is to rely on both lenders and borrowers to charge a fee to maintain operations.In our country, the citizen credit system has not been standardized, the traditional P2P pattern is difficult to protect the interests of investors, once the overdue situation, investors lose everything. Therefore, P2P net loan in continuous exploration and practice, derived from the "professional lenders and creditor's rights transfer" combination of new forms. The form of debit and credit is not directly signed the contract debts, but professional lenders first lending to funding needs, and then by the professional lender claims will be transferred to the investor (P2P platform for the transaction process to provide services, and with the highly professional lenders Association).2, debt transfer mode to better connect the borrower and investor demand for funds of financial needs, and actively carry out batch operations, rather than passively waiting fortheir match, in order to achieve the rapid expansion of the scale. Its domestic Internet development has not yet universal to small, micro finance target customer groups are closely related, almost all since 2012 net loan platform is established debt transfer mode.Because the credit chain stretched, and highly relevant institutions and professional lenders, P2P net loan form the transfer of creditor's rights are more questioned, and many traditional P2P mechanism that this is not P2P, the risk will affect the P2P industry".4, four major investment risksAs the net loan platform is essentially an intermediary,Low barriers to entry, approval procedures are relatively simple, a few thousand dollars can register. Therefore, the net loan platform is in a mixed pattern. The new platform is constantly emerging, accompanied by a number of problems in the industry. The main risk concerns are the following four points:Risk one, qualification risk.Net loan is different from the financial institutions, financial institutions are net capital management, whether banks or trust companies have their own registered capital, the registered capital of less than a few million, more than a dozen or even dozens of billion billion, and the registered capital is not used for business, but a guarantee, is a "threshold". But now net loan threshold is low, the government has not issuedguidance software to tens of thousands of thousands are available, many in the private lending owed a lot of people, bought a virtual platform for virtual borrowers, mortgage, high interest rates to attract investors to invest in. High interest rates are generally annual interest of at least 30%, the individual platform reached 50% to 70%.Platform failureRisk two, management risk.P2P network lending refers to the investment of individuals through the network platform to lend funds to the needs of individuals, seemingly simple, in fact, is a more complex model than banks and other financial institutions. P2P net loan belongs to the emerging industry, it is the innovation mode of the financial industry, but its course of development is only a few years, and the market has not reached the mature stage. Many investors and borrowers do not treat this financial product properly. They just go for high profits, and the demand for funds is running out of cash. As the net loan company itself, due to the opening of the original intention just for profit, its organizational structure lack of credit risk management of professional staff, do not have the loan risk management knowledge, the qualification, so it is difficult to grasp and handle the problems in the process of operating platform, resulting in a large number of bad debts, we can only fail (such as: all net loan).Risk three, capital risk.As a P2P net loan platform investor capital flows is crucial, many net loan platform not only take third party funds management platform, can also use the investor funds, especially some net loan platform platform from the platform manager own borrowing tens of millions of loans, for business, to achieve self occupied by, no risk no one take control, hidden behind a huge risk capital can only fall on the investor's head, which is as many platforms can run away. At present the law is to do security funds on the third party payment platform for investors' supervision, as a platform to strictly control the use of investor funds, the only way to increase security funds to investors.Risk four, technical risk.The progress of information technology, often lead to security threats means more new forms, with the rapid development of net loan industry, the platform for the purchase of the template, in technical innovation cannot be guaranteed to be mature and perfect, there are security risks, but the boss is not as technical platform, rather than engage in marketing also spend hundreds of thousands of refused to pay attention to technology, which greatly affect the stability of computer systems. The existence of technical loopholes leads to the risk of malicious attacks. Such as computer hacking, etc., attack platform, modify the investor account funds, virtual recharge, real withdrawals and other issues began to appear gradually. Especially because the net loan belongs to the emerging business, the relevant laws and regulations are very scarce, hackers wantonly attack, blackmail platform events occur frequently in the near future, seriously affecting the stableoperation of the platform.5 account supervisionP2P platform appears on foot and fraud are mainly due to: lack of supervision of intermediate funds account, P2P platform has the right to allocate funds in the middle of the account.Open capital account is intermediate for transaction verification and posting, its establishment is a necessary part of the P2P platform. However, the current domestic network lending platform intermediate funds account generally in the regulatory vacuum, the allocation of funds is still in the hands of the platform. If not the time difference and the terms of strict control, "Juankuan run away, for other purposes, such as intermediate account capital precipitation caused by moral risk.Therefore, the middle capital account through regulatory capital flow sources, custody, settlement, ownership, detailed analysis of the credit activities of the parties involved in the actual effect, as well as the "special dedicated" monitoring of the middle capital account, can avoid the P2P net loan platform in the possibility of illegal fund-raising or commercial fraud, but also conducive to the relevant departments to carry out the analysis of society finance statistics and monitoring.At present, the domestic P2P net loan platform generally opens the intermediate fund account in the bank and the third party payment platform, realizes the intermediate transfersettlement. The common attitude of funds custodian is to allow open an account, but does not promise to supervise. The regulatory authorities may consider the specified custodian franchise of specialized funds account, the platform itself can only view the account details, and can not arbitrarily call money. Besides,The establishment of professional certification bodies, independent of the P2P platform for financial security certification, you can also try.6 policy supervisionAs P2P net loan in China is still a new industry, so the country has not yet targeted supervision. There is no doubt that the P2P net loan business is to help solve the financing problem of small and medium-sized enterprises, as a private lending, despite the higher cost of borrowing, but the arrival of funds quickly, the loan threshold is lower relative to bank business choice, especially has great significance to solve the short period of temporary funding turnover.Therefore, the relevant departments of the state are bound to supervise it in the near future. Many discussions and struggles in the determination of the nature of the P2P platform and regulatory confirmation are also the focus of future Internet financial regulation. For example, such as "credit shadow banking" in the form of how to conduct flow monitoring and supervision? The core principle is not only to maintain the vitality of private finance in the sun, but also to have adequate monitoring means and regulatory capacity. The qualityjudgment and supervision of P2P credit industry is the beginning of a technical work, and also a positive attempt to adapt to the future Internet financial supervision.7, two relevant laws and regulations1, the provisions of the loan agreement"The Supreme People's court" several opinions on the people's court case lending tenth: a party to fraud, coercion or exploitation, so that the other party formed in the case of violation of the true meaning of the lending relationship, should be recognized as invalid.The eleventh opinions of the Supreme People's Court on the trial of loans in the people's courts: the lender does not protect the borrowing relationship when he knows that the borrower has borrowed money for the purpose of illegal activities.2, the provision of guarantees for loansArticle 198th of the contract law establishes a loan contract, and the lender may require the borrower to provide security. The guarantee shall be in accordance with the provisions of the guaranty law of the People's Republic of China.The thirteenth opinions of the Supreme People's Court on the trial of loans in the people's courts: in the lending relationship, those who act only as contact and introduction shall not bear the responsibility of guaranty. Where the performance of a debt is guaranteed, it shall be deemed to bea guarantor and shall undertake the suretyship liability."Contract law" 211st article: "the loan contract between the natural person does not have the stipulation or the stipulation indefinite regarding the payment interest, regards as does not pay the interest.". If the loan contract stipulated by the natural person agrees to pay the interest, the interest rate of the loan shall not contravene the state regulations on limiting the interest rate of the loan". The Supreme People's court "a number of opinions" on the people's court case lending sixth: private lending interest rates may be higher than bank interest rates, the local people's courts can grasp the specific according to the actual situation in the region, but the bank shall not exceed four times the rate for similar loans (including the interest rate, this paragraph). Excess of interest beyond this limit shall not be protected".In the twenty-third chapter of the contract law, the intermediary contract clearly stipulates that the intermediary provides the intermediary service for the loan contract and may collect the corresponding remuneration to the entrusting party in accordance with the law. Therefore, the existence of loan service institutions and the collection of service fees are in conformity with the law and are protected by law.8 media coverageDue to the rapid development of Internet lending and the increasing number of platforms, all the relevant authoritative media in China have begun to pay attention to this emerging industry and investigate the current situation of itsdevelopment. Among them, the more concern are: CCTV - 13 channel "net loan chaos survey", the people's Daily "network activation microfinance", CCTV - 2 channel "net loan barbaric growth survey" and so on.Especially in March 29, 2013, CCTV - channel 2 broadcast of the "net loan barbaric growth survey", respectively from the net loan threshold is too low, the laws and regulations are not standardized, how to stop the financial license, whether the platform involves more than one point of illegal fund-raising has made interpretation on the net loan this emerging industry, and positive effects on the net loan to be sure. The experts said that the existence of a net loan demand, a net loan platform into illegal fund-raising and usury embarrassment, this expert advice to an objective understanding of net loan platform, then as soon as possible to establish laws and regulations, that will promote the net loan of this emerging industry and transparent to the the direction of further development.In April 3, 2013, CCTV - channel 2 in the early 7 "first time" column broadcast again "net loan barbaric growth track", on April 1st announced the public lending network event off detailed reports, and interviews with relevant investors in the program, once again raised concerns about the lack of effective supervision of net loan, some experts pointed out that, for effective supervision of net loan is urgent.。

p2p合同范本
甲方（借款人）： [甲方全称]
乙方（出借人）： [乙方全名]
鉴于条款：
1. 甲方有资金需求，乙方愿意提供资金。

2. 双方同意通过P2P平台进行交易。

合同条款：
1. 借款金额：甲方同意从乙方借款人民币 [金额]。

2. 借款利率：本合同项下的借款利率为年化 [利率]%。

3. 借款期限：本合同项下的借款期限为 [期限] 个月，自 [起始日期] 起至 [结束日期] 止。

4. 还款方式：甲方同意按照 [还款方式] 进行还款。

5. 还款日期：甲方应于每月的 [日期] 偿还借款本息。

6. 逾期罚息：如甲方未能按时还款，应按照 [罚息利率]%的利率支付逾期罚息。

7. 提前还款：甲方有权提前还款，但需提前 [提前通知天数] 天书面通知乙方。

8. 担保条款：如有担保，甲方应提供 [担保方式] 作为本合同借款的担保。

9. 违约责任：如甲方违反本合同任何条款，乙方有权要求甲方立即偿还所有未偿还款项，并支付违约金。

10. 争议解决：本合同在履行过程中发生争议，双方应协商解决；协商不成的，提交甲方所在地人民法院诉讼解决。

11. 其他条款： [双方可在此添加其他必要条款]
签署：
甲方签字：____________________
乙方签字：____________________
日期：
[签订日期]
请注意，这只是一个简化的范本，实际的P2P合同可能会更复杂，并且需要根据当地的法律法规进行定制。

在签订任何合同之前，建议咨询法律专业人士。

p2p电子合同范本P2P 电子合同甲方（出借人）：姓名：__________________身份证号码：__________________联系地址：__________________联系电话：__________________乙方（借款人）：姓名：__________________身份证号码：__________________联系地址：__________________联系电话：__________________鉴于甲乙双方通过网络平台达成借款意向，为明确双方权利义务，保障交易安全，特订立本合同。

一、借款金额及用途甲方同意向乙方出借人民币______元（大写______元整），借款用途为______。

二、借款期限借款期限自______年____月____日起至______年____月____日止。

三、借款利率及还款方式1. 借款利率为______%/年。

2. 还款方式为：______（如按月等额本息还款、到期一次性还本付息等）。

四、借款交付甲方应在本合同签订后______个工作日内将借款款项通过______（如银行转账、第三方支付等）方式支付至乙方指定的银行账户：户名：__________________账号：__________________开户行：__________________五、权利与义务甲方权利：1. 有权要求乙方按照本合同约定按时足额还款。

2. 如乙方逾期还款，有权按照约定收取逾期利息及违约金。

甲方义务：1. 按照本合同约定履行借款交付义务。

2. 对乙方的个人信息及借款相关信息予以保密。

乙方权利：1. 按时足额收到借款款项。

2. 在借款期限内使用借款。

乙方义务：1. 按照本合同约定的还款方式、还款期限按时足额还款。

2. 如实提供个人信息及借款相关信息。

3. 承担因借款产生的相关费用（如手续费等）。

六、违约责任1. 若乙方未按照本合同约定按时足额还款，除应支付逾期利息及违约金外，还应承担甲方因实现债权而产生的费用（包括但不限于诉讼费、律师费、差旅费等）。

P2P合作协议书范本甲方：__________乙方：__________根据《中华人民共和国合同法》、《中华人民共和国担保法》以及其他有关法律法规的规定，甲乙双方在平等、自愿、公平、诚实信用的原则基础上，就甲方作为出借人，乙方作为借款人，双方之间的借贷事宜，达成如下协议：一、借款金额1. 甲方同意向乙方出借人民币________万元（大写：_________________________元整），作为乙方短期资金周转。

2. 借款期限为____个月，自____年__月__日起至____年__月__日止。

3. 借款利率为每月____%，按月支付利息。

二、借款用途乙方保证所借资金用于____（注明用途），并承诺在借款期限内将借款用于合法经营活动，不得用于违法用途。

三、还款方式1. 乙方按照约定的还款计划，分__期向甲方还款，每期还款金额为人民币____元（大写：_________________________元整）。

2. 乙方每月__日前向甲方支付当月借款利息，逾期支付的利息按借款利率的__倍计算。

3. 借款到期后，乙方应一次性还清剩余本金及最后一期利息。

四、担保措施1. 乙方以其名下的房产（房产证编号：____）为本次借款提供抵押担保，抵押权归甲方所有。

2. 乙方以其持有的股权（股权证编号：____）为本次借款提供质押担保，质权归甲方所有。

3. 乙方同意在借款期间，将其名下的存款、有价证券等财产权利作为担保，如有需要，甲方有权依法优先受偿。

五、违约责任1. 乙方未按约定用途使用借款，甲方有权提前收回借款，并要求乙方支付违约金，违约金为本金的同等金额。

2. 乙方未按约定时间还款，甲方有权按借款利率的__倍计算逾期利息，并有权依法采取担保措施实现债权。

3. 甲方未按约定时间提供借款，乙方有权要求甲方支付违约金，违约金为本金的同等金额。

六、争议解决凡因本协议引起的或与本协议有关的任何争议，甲乙双方应友好协商解决；协商不成的，任何一方均有权向合同签订地人民法院提起诉讼。

p2p平台合同范本3篇篇一《P2P 平台合同》甲方（出借人）：姓名：______________________身份证号码：________________联系地址：________________联系电话：________________乙方（借款人）：姓名：______________________身份证号码：________________联系地址：________________联系电话：________________鉴于甲方有闲置资金，愿意通过 P2P 平台出借资金以获取收益；乙方有资金需求，愿意通过 P2P 平台借款。

双方在平等、自愿、公平的基础上，经协商一致，达成如下协议：一、借款金额及用途1. 乙方同意向甲方借款人民币（大写）______元整（小写：￥______元）。

2. 借款用途为：______________________。

二、借款期限1. 借款期限为______个月，自______年______月______日起至______年______月______日止。

2. 借款期限届满，乙方应一次性归还借款本金和利息。

三、借款利率及还款方式1. 借款利率为每月______%。

（1）每月______日前支付当月利息；（2）借款期限届满一次性归还借款本金。

四、违约责任1. 若乙方未按照本合同约定按时还款，每逾期一日，应按照未还款金额的______%向甲方支付违约金。

2. 若乙方逾期还款超过______日，甲方有权采取法律手段追讨借款本金和利息，由此产生的一切费用（包括但不限于诉讼费、律师费、差旅费等）均由乙方承担。

五、争议解决本合同在履行过程中发生的争议，由双方协商解决；协商不成的，任何一方均有权向有管辖权的人民法院提起诉讼。

六、其他条款1. 本合同自双方签字（或盖章）之日起生效。

2. 本合同一式两份，甲乙双方各执一份，具有同等法律效力。

甲方（签字或盖章）：________________日期：______年______月______日乙方（签字或盖章）：________________日期：______年______月______日篇二P2P 平台合同范本甲方（出借人）：姓名：______________________身份证号码：________________联系地址：________________联系电话：________________乙方（借款人）：姓名：______________________身份证号码：________________联系地址：________________联系电话：________________一、借款金额及用途1. 乙方向甲方借款人民币（大写）______元整（小写：￥______元）。

p2p电子合同范本合同编号：_______甲方（出借人）：_______身份证号：_______乙方（借款人）：_______身份证号：_______鉴于甲方愿意将其合法拥有的资金出借给乙方，乙方因资金需求，同意接受甲方的出借资金，甲乙双方为明确双方的权利义务，经友好协商，特订立本合同，以便共同遵守。

第一条定义1.1 P2P平台：指通过网络技术，为出借人和借款人提供信息发布、信息匹配、交易撮合等服务的网络借贷信息中介服务网站。

1.2 出借人：指在P2P平台上注册，愿意将合法拥有的资金出借给借款人，并承担相应风险的自然人、法人或其他组织。

1.3 借款人：指在P2P平台上注册，因资金需求而向出借人申请借款的自然人、法人或其他组织。

1.4 电子合同：指甲乙双方通过P2P平台签订的，以数据电文形式表达的合同。

第二条合同金额及用途2.1 乙方借款金额为人民币（大写）：_______元整（小写）：_______元。

2.2 乙方借款用途：_______。

第三条借款期限3.1 本合同借款期限为_______个月，自甲方划拨借款资金至乙方账户之日起计算。

第四条借款利率4.1 本合同借款利率为年利率_______%，按月计息，不足一个月的按实际天数计息。

第五条还款方式（1）等额本息还款：每月还款金额为借款本金及利息之和，按月等额还款。

（2）先息后本还款：每月偿还利息，到期一次性还清本金。

5.2 乙方应按照P2P平台的规定，将还款资金划拨至甲方指定的账户。

第六条担保方式6.1 本合同项下的借款，乙方提供如下担保：（1）保证：乙方提供_______作为保证人，对借款本息承担连带保证责任。

（2）抵押/质押：乙方提供_______作为抵押/质押物，对借款本息承担抵押/质押担保责任。

第七条违约责任7.1 乙方未按照约定用途使用借款的，甲方有权提前收回借款，并要求乙方支付违约金。

7.2 乙方未按照约定的还款方式、还款期限还款的，甲方有权按照合同约定的利率加倍计收逾期利息，并有权提前收回借款。

客服手册V1.1.0摘要: **企业成立于2***年, 年化率16%-18%, 投资**万目录序言 (3)服务原则 (4)范围 (4)基本规定 (4)礼仪 (4)客服人员基本礼貌用语原则 (5)尤其注意事项 (6)结束问候 (6)客户投诉工作流程 (7)客户投诉处理原则 (7)有章可循依法办事 (7)及时处理 (8)责任明晰 (8)接到客户投诉应当怎么做 (8)客户投诉方式 (8)客户投诉记录 (8)处理措施 (9)老客户维护措施 (9)客户问题跟踪记录 (10)针对后台客户回访 (11)回访方式流程内容及规范用语 (11)回访话术 (12)回访沟通技巧 (14)开场白技巧 (14)客服绩效考核制度 (14)附则 (17)序言客服服务一直以来都是***有限企业（如下简称“**企业”）项目旳重要服务工作之一, 为了以便**企业旳客服, 给客户提供优质专业旳客服服务, 明银投资征询有限企业针对目前客服部服务状况及总结有关客户服务经验, 制定了《客服手册》, 供**企业所有客服人员参照, 并定期对《客服手册》进行更改、完善。

二〇一五年十一月二十日一、服务原则➢范围本服务原则规定了**企业客服人员旳服务目旳、基本规定。

本原则合用于**企业客户服务中心旳客户服务工作。

➢基本规定（1）客服人员应按企业规定统一着装、佩带工牌、领结、合适修饰、仪容仪表整洁端正、面带微笑, 精神饱满。

（2）与客户交谈应使用文明、规范旳礼貌用语,不应使用“命令”、“规定”等用语及禁忌语。

二、礼仪➢当与顾客接通时必须注意礼仪、谈话技巧, 对旳地使用恰当旳措辞可以提高客户旳满意度, 形成好旳口碑, 增强**企业在P2P业内旳美誉度。

➢声音运用（1）声调: 应进入高声区, 显得有朝气, 且便于控制音量和语气。

➢（2）音量: 正常状况下, 应视客户音量而定, 但不应过于大声。

➢（3）语气: 轻柔、和缓但非嗲声嗲气。

➢（4）语速：适中, 每分钟应保持在60个字左右。

p2p协议【通用3篇】网贷：P2P网络借款，指个体与个体之间通过网站实现借贷，中间网站称为网贷平台，简称平台。

下面是小编精心为大家整理的p2p协议【通用3篇】，希望能够给予您一些参考与帮助。

p2p借款合同篇一甲方(出借人)：_______________________身份证号：___________________________住址：_______________________________乙方(借款人)：_______________________身份证号：____________________________住址：________________________________第一条借款基本信息乙方向甲方借款人民币_______元，借款用途为_______。

风险告知：出借人在将款项出借给借款人之前，应该明了借款人借款的用途。

借款的用途必须符合相关法律法规的规定，不得使用于非法活动。

如果出借人明知是为了进行非法活动而与借款人串通一气或者明知故做而借款给借款人的，对于双方的违法借贷行为，可按照有关法律予以制裁。

甲方同意将前述款项借给乙方。

实际放款日为_______。

借款的利息为_______，借款期限自放款日起_______年_______月_______日止。

风险告知：上述条款约定了借款的利息，通常情况下借款合同的借款由当事人进行协商约定，自然人之间的借款未约定利息的，视为无偿借款；自然人之间约定有偿借款的，其利率不得高于法定限制。

相关法律规定，民间借贷的利率可以适当高于银行的利率，但最高不得超过银行同类贷款利率的4倍；不允许计收复利。

还款分期月数：________，还款日：________，还款起止日期：_____年_____月_____日起，至_____年_____月_____日止第二条各方权利和义务甲方的权利和义务1、甲方应按合同约定的。

借款日将足额的借款本金支付给乙方。

2、甲方享有其所出借款项所带来的利息收益。