1. Professional attitude of bank staff
2. Kind and polite expressions
3. Use a professional eye
4, address etiquette-your first sentence
5, handshake etiquette-the initial establishment of friendship
6. Telephone etiquette:
2+3 principle, elements of telephone communication
7, smile etiquette-don't be a cold "cold beauty"
8. judge a book by its cover
9, the core concept of etiquette
10, behavior, speech, etiquette details
1 1. Visiting and farewell etiquette
12, business card handshake etiquette
13, invitation etiquette
14, meeting outside work
gossip
16, common etiquette norms
Ride etiquette, banquet etiquette, handshake etiquette, elevator etiquette
17, VIP service etiquette
Second, the image etiquette training of bank lobby managers.
1, self-confidence is the beginning of professional image.
2, occasion image etiquette
Professional occasions, social occasions and leisure occasions
3. Clothing etiquette
Principles of professional dress, dress details and accessories
4, men's professional dress code
5. Ms. Career dress etiquette
6, professional light makeup
Characteristics, Steps and Skills of Professional Makeup
7. Professional etiquette-standing, sitting and walking
8, grooming etiquette details
Lecture 3: Communication etiquette skills of lobby managers
1. Pronunciation and intonation in professional communication
2. Clear language-express yourself
3. Actively communicate and take good results as the final orientation.
4. Daily communication-having substance in words
5. Professional promotion
6. the speed of speech that gives people affinity
7. Poor communication
8. Listen and respect
9. The tone of professional communication
10, the lubricant of communication-awesome
1 1, communication skills in the face of complaints
12, guiding communication skills
13, increase the power of language
Fourth, the service skills training for lobby managers.
1, customer personality analysis
Description of four personality characteristics (strong, lively, perfect and peaceful)
B. watch and analyze short films with different personalities.
C. four kinds of customer personality service communication etiquette and skills.
2. Gender analysis of customers
First, female psychological analysis;
B, male psychological analysis;
C. Etiquette and skills of customer gender communication service
D. Case analysis and simulation exercises
3. Customer age analysis
First, the psychological analysis of teenagers;
B, psychological analysis of middle age;
C, psychological analysis of the elderly;
Etiquette and skills of communication service for customers of different ages
E. Case analysis and simulation exercises
4. Psychological analysis and service skills of customers with different occupations and cultures.
First, psychological analysis of migrant workers;
B, psychological analysis of white-collar professionals;
C, psychological analysis of unit financial personnel;
E, psychological analysis of enterprise executives;
F, psychological analysis of housewives (male);
G. Etiquette and skills of communication services for customers with different professional cultures.
H. Case analysis and simulation exercises