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禮儀培訓課程

銀行一線柜員標準化服務禮儀培訓

來源:銀行服務禮儀培訓 作者:中華禮儀培訓網 點擊:

銀行一線柜員標準化服務禮儀培訓视讯真人的目的是打造規范化、標準化、科學化、現代化的銀行,提高一線柜員的服務質量和服務水平。

视讯真人 biaozhunhuashizhiwangdianneirenyuangongtongzunxundeliyibiaozhun,yeshifuwuxingyecongyerenyuanmianduikehushiyingzunshoudejibenliyibiaozhun。jutibaokuo:yirongyibiao、xingtiyitai、biaoqingshentai、goutongyuyan、jiedailiyi、dianhualiyi、huiyiliyi、deng。

mianduikehu,yigehuixindeweixiao,yijunuanrendewenhou,yigezhenchengdezhufu,shipingfanzhizhongdepingfanxiaoshi,danquefangforangkehurumuchunfeng,zengrenyiyan,shengsizhuyu,kehushiwomendefuwuduixiang,jinrongxingyechushoudeshifuwu,youzhifuwushiwomende“lixingzhiben”qinqiedeyuyan,shifazineixindeyizhongzhencheng,xiangchuanguowuyundetaiyang,daigeirenmenwennuan。

“ninhao,rangninjiudengle,zhenshibuhaoyisi,xianhebeishuiba。,”“huanyingguanglin,qingmanzou”jinliangrangmeiyiweikehuganshoudaoqieyi、shuxin,rangwomenzaipingfandefuwuzhongpinchangchenggongdegantian。

yinxingzhiyuanyingxiaoziji(zijideyanxingyeshiyizhongchanpin):“renlierhoufanshiju”,“renli”jiushiwanshanziwowenmingxiuyang,xiuyangbushixiantiandelai,shicongxiaoshizhongjileichulaide,zuodaoneiwaijianxiu。xiunei,tigaofuwujineng,tigaoyewusuzhi;xiuwai,qinyusikao,tishengfuwuzhiliang。

 

銀行一線柜員標準化服務的重要性

某銀行對禮儀與技巧提升的要求:

视讯真人 yishitigaofuwuyishi。congzhuanbianfuwuguannianrushou,yindaoyuangongshulizhengquedejiazhiguan、renshengguanhejingyejingshen,yixinyudiyi,youzhifuwuweizhiyedaodeguifan,laogushulikehuzhishang,wofuwuwokuailedeguannian,yaoqiugegangweianzhaojutidefuwubiaozhunheyewucaozuoguicheng,gegehuanjiedouyoutongyi、xiangxibiaozhun,meiweiyuangongjiedaikehudoureqingzhoudao,shikehugandaowennuanrujia。

ershitishengfuwushuiping。congqianghuajiaoyupeixunzhuaqi,tongguochenhui、xihuijizhouer、sixuexiri,xuexifuwuguifan,caiqutingjiangzuo,kanshipindengduozhongxingshi,duiyuangongjinxingyewujinengheyewuzhishipeixun,tongshiqianghuaduiyuangongfuwujineng,,tongguopeixunshiyuangongfuwuyishi、fuwulinianquanmiangengxin,fuwuzhishi、fuwujinengquanmiantisheng。

sanshigaishanwangdianhuanjing。congmeihuafuwuhuanjingzuoqi,nulidazaoyoumeichuangkouxingxiang,yaoqiudangbanrenyuantongyizhuzhuang,guapaishanggang,tishengxingxiangqizhi。meitianjianchizuodaobanqianweishengdaqingchu,yingyeqijianchangweihu,geikehuyingzaoyigeshuxindehuanjing。

congyinxingyaoqiulaikan,yinxingyixianyuangongbiaozhunhuafuwuliyipeixunshiyixiangzhongyaodechongdianfangshi。

《yinxingyixianjuyuanbiaozhunhuafuwuliyipeixun》kechengtesezaiyushizhan。jinmijieheyinxingyixianjuyuanfuwugongzuodeliuchengheliyiguifan。zhonghualiyipeixunwangrenweixuehaoliyidemudeshigenghaodifuwukehu,tishengkehumanyiduhehuitoulv,shenzhinenggouyinfakehudezhuanjieshaoxingdong,xiyinkehuzaiyinxingzaicixiadan。xuehaoliyishiyinxingyixianjuyuandexuyao,shiyinxingjingyingguanlidexuyao。yinci,zhonghualiyipeixunwangtichangfuwuliyipeixuncezhongyuliyide“yong”,erfeiliyide“zhi”。

銀行一線柜員標準化服務禮儀培訓實施:

diyibu:duiyinxingyixianjuyuanxuyaocongyishikaishiqianghua,diyibufenneirongzhuyaoshiduiliyineirongderenshi,qianghuafuwuliyizhongyaoxing,rangxueyuanduizijidegangweiyougezhengquededingwei。

dierbu:yinxingyixianjuyuandeduiwaixingxiangjinxingsuzao。fenbieduiyixianyuangongdeyirongyibiao、gerenweisheng、zhichangfushidengjinxingliyideguifan,shijuyuanmenchengxiangeikehuyigeheti、shouhuanyingdezhiyexingxiang。

disanbu:shiduiyinxingyixianjuyuandexingweijinxingguifan、zhuyaotixianzaifuwuguochengzhong,biruzhengqueduanzhuangdezhanzi、zuozi、zouzi、dunzi;yewubanliguochengzhongdedisongwupinliyi、zhiyinshoushi;bangongchangsuodediantiliyi、mingpianliyideng。

视讯真人 disibu:shiduiyinxingyixianjuyuanyukehuzhijianjinxingyuyangoutongdejiqiaoheliyitisheng。renshigoutongzhongbiaoqingliyidezhongyaoxing,goutongjiangjiudeyantanliyi、zhaohuliyi、qingtingliyi、dianhualiyideng。

diwubu:shiduiyinxingyixianjuyuanjingchangyudaodekehutousuwentidejiangjie。bangzhuxueyuantongguolejiekehutousudeyuanyin,kehutousuxinlifenxi,jiejuebuzouyujiqiaodengfangmian,tishengmianduikehutousushideyingbiannengliyujiejuewentinengli。

peixundezuihouyigehuanjieshiqingjingyanlian,zhuyaokaoyanchuangkougongzuorenyuandezonghechulinengli。peixunlaoshijiangchongfendiaodongxueyuandezhudongxinghexiangxiangli,rangtamenzixingshejiheyanliananli,baxuedaodezhishiyouxiaodiyunyongdaochangjingzhong,congerbuduantigaochuligongzuozhonggeleijishouwentidenengli。

課程收益:

fuwuxingweigengjiabiaozhunguifan,fuwuzhiliangyufuwushuipingjinyibutigao,yingyehuanjing、yuangongjingshenfengmaohuanranyixin。

jinyibuguifanyuangongdezhiyexingxiangyufuwuliyi,tuidongfuwugongzuoxiangguifanhua、xitonghua、biaozhunhuafazhan,tishengyinxingdefuwuxingxiang。

銀行一線柜員標準化服務禮儀培訓課程概要:

diyibufen:liyigaishu

yi、liyidedingyi

er、zhiyeliyidezuoyong

san、fuwuliyidejibenyaoqiu

si、“wo”dejiaosehedingwei

视讯真人 dierbufen:yinxingyixianjuyuandebiaozhunzhiyexingxiang

yi、zhengshigerenzhiyexingxiang,wanshanqiyegongzhongxingxiang

er、shouyingxiaoying(jidiyiyinxiang)

san、tpoyuanze

视讯真人 si、gongzuogangweiyirongyibiaodejutiyaoqiu

disanbufen:yinxingyixianjuyuandebiaozhunzhiyexingwei

yi、yingjiekehushidezhengquezhanzi

视讯真人 er、banliyewushidezhengquezuozi

san、gongzuoqujiandezhengquexingzi

si、jie、diwupindezhengquefangshi

wu、yinlingdeliyi

liu、xinglishiyidelijie

qi、jieshaodelijie

ziwojieshao

视讯真人 zuoyigeyou“li”debeijieshaozhe

weitarenzuojieshao

ba、woshouli

jiu、mingpiandelijie

视讯真人 shi、chengzuodiantidejibenliyi

视讯真人 shiyi、huanjingbaochi5s

shier、bimianbuwenyadedongzuo

视讯真人 disibufen:youxiaoyukehugoutongdejiqiao

yi、kehuxihuanshanyugoutongdeyuangong

er、renhexingweidouhuixianggukechuandiyiyi

  1. 像對客人一樣問候顧客
  2. 用姓氏稱呼顧客
  3. 微笑
  4. 坦誠地贊揚
  5. 用眼神與顧客交談
  6. 使用規范的禮貌用語
  7. 保持積極的銷售態度

san、xuehuiqingting

视讯真人 si、yonggukexihuandefangshiqushuo

视讯真人 wu、jiaotandejibenyuanzejizhuyishixiang、gukexihuandejushi、fuherenjibiaodasanzhunzedeshuohuafangshi

liu、dianhualiyiyudianhuajiqiao

diwubufen:yinxingkehutousuchuli

yi、kehubaoyuantousuxinlifenxi

  1. 客戶抱怨投訴三大需求
  2. 產生不滿、抱怨、投訴的三大原因
  3. 客戶抱怨產生的過程
  4. 客戶抱怨投訴類型分析
  5. 客戶抱怨投訴的心理分析
  6. 客戶抱怨投訴目的與動機

视讯真人 er、tousuchulidejiqiaoyufangfa

  1. 投訴處理的五個步驟
  2. 面以不同類型的投訴者的處理方式
  3. 頑固投訴的有效處理
  4. 贏得客戶理解的方法
  5. 當客戶不理解我們的時候

diliubufen:zonghexunlianyuxianchangdayi

yi、suzhizhanshi

er、anlifenxi 

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