【正文】 ........................................................................................... 9 七、 儲(chǔ)蓄專業(yè)服務(wù)用語(yǔ) ........................................................................................................................................................... 9 八、 信貸專業(yè)服務(wù)禮儀 ......................................................................................................................................................... 10 九、 辦公室禮儀注意事項(xiàng) ..................................................................................................................................................... 10 十、 使用電話時(shí)禮儀 .............................................................................................................................................................. 10 第三章 職業(yè)形象塑造 —— 職員儀表 ....................................................................................................................................... 11 一、 規(guī)范的著裝原則 .............................................................................................................................................................. 11 二、 西服穿著要求 .................................................................................................................................................................. 11 三、 襯衫穿著要求 .................................................................................................................................................................. 12 四、 領(lǐng)帶穿著要求 .................................................................................................................................................................. 12 五、 西褲穿著要求 .................................................................................................................................................................. 12 六、 皮鞋襪子穿著要求 ......................................................................................................................................................... 13 七、 女士套裙穿著要求 ......................................................................................................................................................... 14 第四章 職業(yè)形象塑造 —— 職員儀容 .......................................................................................................................................15 一、 男士?jī)x容重在 潔 .......................................................................................................................................................... 15 二、 女士?jī)x容重在 雅 .......................................................................................................................................................... 15 第五章 職業(yè)形象塑造 —— 職員姿態(tài) .......................................................................................................................................15 一、 站姿訓(xùn)練 ........................................................................................................................................................................... 15 二、 坐姿訓(xùn)練 ........................................................................................................................................................................... 17 三、 行姿訓(xùn)練 ........................................................................................................................................................................... 18 第六章 高柜現(xiàn)金區(qū)實(shí)戰(zhàn) —— 前臺(tái)柜員 ...................................................................................................................................20 一、 營(yíng)業(yè)部柜臺(tái)擺設(shè) .............................................................................................................................................................. 20 二、 前臺(tái)文明用語(yǔ) .................................................................................................................................................................. 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 富晨 —— 現(xiàn)代零售銀行營(yíng)業(yè)廳服務(wù)禮儀培訓(xùn)手冊(cè) 大陸理財(cái)研究第一品牌 電話： 037165852567 第 3 頁(yè) 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 ...................................................................................................................................22 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 ............