【正文】 ..................................................................................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、 男士儀容重在潔 ...........................................................................................................................................15二、 女士儀容重在雅 ...........................................................................................................................................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)實戰(zhàn)—— 前臺柜員 ......................................................................................................................20一、 營業(yè)部柜臺擺設(shè) ..............................................................................................................................................20二、 前臺文明用語 ..................................................................................................................................................20三、 前臺服務(wù)禁語 ..................................................................................................................................................20四、 發(fā)生差錯處理 ..................................................................................................................................................20五、 處理客戶投訴 ..................................................................................................................................................21六、 避免與客戶爭執(zhí) ..............................................................................................................................................21七、 客戶意見和批評處理 ......................................................................................................................................21第七章 客戶等待區(qū)實戰(zhàn)—— 大堂經(jīng)理 ......................................................................................................................223 / 43一、 銀行營業(yè)廳形象大使 ......................................................................................................................................22二、 大堂經(jīng)理工作內(nèi)容 ..........................................................................................................................................23三、 主動相迎原則 ..................................................................................................................................................23四、 主動招呼客戶 ..................................................................................................................................................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 理財服務(wù)區(qū)實戰(zhàn)—— 理財顧問 ......................................................................................................................34一、 理財區(qū)坐姿服務(wù) ..............................................................................................................................................34一、 貴賓客戶迎送禮儀 ..........................................................................................................................................35二、 理財室服務(wù)禮儀 ..............................................................................................................................................36第九章 綜合辦公室實戰(zhàn)——