【正文】 .20三、 前臺(tái)服務(wù)禁語(yǔ) ..................................................................................................................................................20四、 發(fā)生差錯(cuò)處理 ..................................................................................................................................................20五、 處理客戶投訴 ..................................................................................................................................................21六、 避免與客戶爭(zhēng)執(zhí) ..............................................................................................................................................21七、 客戶意見(jiàn)和批評(píng)處理 ......................................................................................................................................21第七章 客戶等待區(qū)實(shí)戰(zhàn)—— 大堂經(jīng)理 ......................................................................................................................223 / 43一、 銀行營(yíng)業(yè)廳形象大使 ......................................................................................................................................22二、 大堂經(jīng)理工作內(nèi)容 ..........................................................................................................................................23三、 主動(dòng)相迎原則 ..................................................................................................................................................23四、 主動(dòng)招呼客戶 ..................................................................................................................................................25五、 如何引導(dǎo)客戶 ..................................................................................................................................................25六、 如何接待客戶 ..................................................................................................................................................26七、 接待客戶技巧 ..................................................................................................................................................27八、 學(xué)習(xí)資料參考 ..................................................................................................................................................32第八章 理財(cái)服務(wù)區(qū)實(shí)戰(zhàn)—— 理財(cái)顧問(wèn) ......................................................................................................................34一、 理財(cái)區(qū)坐姿服務(wù) ..............................................................................................................................................34一、 貴賓客戶迎送禮儀 ..........................................................................................................................................35二、 理財(cái)室服務(wù)禮儀 ..............................................................................................................................................36第九章 綜合辦公室實(shí)戰(zhàn)—— 商務(wù)禮儀 ......................................................................................................................37一、 初入職場(chǎng)禮儀 ..................................................................................................................................................37二、 辦公室引見(jiàn)禮儀 ..............................................................................................................................................38三、 當(dāng)面接待禮儀 ..................................................................................................................................................38四、 乘車行路禮儀 ..................................................................................................................................................38五、 名片交換禮儀 ..................................................................................................................................................38六、 電話接待禮儀 ..................................................................................................................................................39七、 會(huì)議通用禮儀 ..................................................................................................................................................39八、 員工交際禮儀 ..................................................................................................................................................40九、 商務(wù)會(huì)談禮儀 ..................................................................................................................................................40十、 國(guó)際接待禮儀 ..................................................................................................................................................40第十章 銀行職員服務(wù)禮儀培訓(xùn)反饋 ..........................................................................................................................41一、 中信銀行 ..........................................................................................................................................................41二、 郵政儲(chǔ)蓄銀行 ..................................................................................................................................................42三、 建設(shè)銀行 ..........................................................................................................................................................43四、 中國(guó)銀行 ................................................................................