【正文】 ..........................................................................................................................15一、 站姿訓練 ..........................................................................................................................................................15二、 坐姿訓練 ..........................................................................................................................................................17三、 行姿訓練 ..........................................................................................................................................................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、 學習資料參考 ..................................................................................................................................................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)—— 商務(wù)禮儀 ......................................................................................................................37一、 初入職場禮儀 ..................................................................................................................................................37二、 辦公室引見禮儀 ..............................................................................................................................................38三、 當面接待禮儀 ..................................................................................................................................................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、 會議通用禮儀 ..................................................................................................................................................39八、 員工交際禮儀 .........................................................................................