1. Through high-quality training on standardized behaviors and etiquette, we can create a new image of employees and improve their own quality.
2. Through training, let students understand the importance of service etiquette, effectively improve service awareness and improve service mentality.
3. Establish a better image for banks through training and bring more comprehensive benefits to the development of the banking industry.
4. Employees learn the knowledge of modern banking service etiquette, master the basic norms of service etiquette, know the essentials of posture, behavior and action, and enhance their personal image.
5. Through training, employees can improve their service awareness, master excellent service skills and important business communication skills, and improve their work efficiency.
6. Training is conducive to comprehensively enhancing the public image of banks and building customer loyalty.
Lecture 1: Introduction of Bank dress etiquette.
1. gfd of bank employees
Clothing: How to wear professional clothes?
Clothing: How to decorate your professional clothes?
Handmade decoration and jewelry wearing
Dress etiquette and Skills
Choice of Ornaments and Dressing Etiquette
Color and Style Modeling of Clothing
Appearance modification
Hairstyle modification
Ladies' makeup requirements
Men should pay attention to the standards of keeping their faces clean (hair, beard, teeth, etc.). )
The beautification of appearance-dress etiquette
The first principle of dress
2. The appearance of bank staff
Several common gestures and their different meanings
Basic posture training and posture change
Basic sitting posture training and sitting posture change
Essentials of walking posture
Specification for gaze and line of sight control
The second lecture: language wording in bank etiquette
1. wording:
Elegant language. Speak with moderate volume and clear sentences, and pay attention to using appropriate language and titles in different occasions.
Keep the office and business premises quiet and harmonious, and don't make any noise.
Advocate the use of Putonghua at work.
Be polite on all occasions.
2. Banking etiquette
Clear language and strong affinity; Volume control; Voice control.
Etiquette-how to address a strange customer? What's the name of the familiar customer?
Greetings-how to say the first sentence; Language greeting training; Self-introduction skills.
Praise others' skills.
Guide and transfer customers' language skills.
Language skills of product introduction
Language skills in the face of complaining customers
Basic requirements and taboos for answering the phone
The function and main points of listening
Talk about etiquette
Ambulance universal service language
Polite expressions when asking customers.
Use honorific, modest and elegant language.
Learn to listen to the opinions of leaders and customers.
Speak in the way customers like.
Talk to customers in proper terms.
Flexible response to customer dissatisfaction
The third lecture: basic norms of professional ethics of bank employees;
Strengthen discipline and implement policies.
Be honest and upright, resist corruption and prevent change.
Full of energy and neat clothes.
Customer first, reputation first.
Serve with civility and treat people with courtesy.
Love their jobs and do their duty.
Unite colleagues and work together in Qi Xin.
Be vigilant and maintain safety.
Study hard and be proficient in business
Keep secrets strictly and maintain credibility.
Fourth lecture: the quality requirements of etiquette service for bank employees
Etiquette rules for bank staff to meet
Pay attention to customers' needs at any time by using line-of-sight service
Help customers solve problems patiently and thoughtfully.
Service skills when customers approach.
Customer's preferred service mode
Special treatment for foreign customers
Lecture 5: Etiquette and courtesy of bank personnel when they go out to do things.
Meeting etiquette in going out to work and communication
Greeting and handshake etiquette
Appellation etiquette
Delivery etiquette of business cards
Introduce the etiquette in going out to work and communication.
self-introduction
Introduce others
Introduce to others
Collective introduction
Etiquette and politeness in business meetings
Lecture 6: Smile service etiquette in banking etiquette
Smile service and smile training
Smile and first impression
How to establish self-image and industry image simultaneously?
(External image, internal personality image)
Thinking training about smile
Refine your smile.