Establish the public image of the bank brand, correct the service image and customer awareness. 1.gfd, business hall staff, reception etiquette.
(A) bank employee etiquette (interactive training courses, interspersed in the classroom)
1, reception posture (guiding employment concept by standardizing posture)
2, the reception salute (Gong Ju ceremony in different degrees on different occasions)
3. Guide gestures (methods to change employee gestures)
4. Sitting posture for hospitality (the basic sitting posture in service communication and the basic essentials of sitting posture service at the counter)
5. Bank customer service staff learn to pass by both hands.
6. Language skills necessary for window work.
7. The quick response ability necessary for window work.
(B) professional gfd and mental outlook
1, the connotation of bank employee tools and its role in bank work
2. Etiquette of business hall staff (work clothes and work makeup)
3. Accessories for work clothes of business hall staff
4. The importance of personal hygiene in shaping the work image.
5. How to tie a tie and scarf
6, personal taste and the integration of the overall team work dress and accessories
7. Precautions for work clothes and accessories of female employees
8. Matters needing attention for male employees' work clothes and accessories
9, master their own color and the overall coordination of business positions.
10, light makeup for female employees.
Second, the bank service attitude expression specification requirements
1, due service awareness and service attitude
2. The concept requirements of smile service.
3, the relationship between occupation and enterprise
4. Accept the customer's smile request
5. Smile and the principle of smile practice.
6, the use of bank staff to express norms and taboos
7. A reasonable way to deal with smiles
8. Personal speech: the role of smile in bank customer service (with personal experience)
9. Learn to handle your life emotions reasonably at work.
Third, the bank customer service telephone etiquette
1, etiquette for bank staff to answer the phone
2. Telephone etiquette practice of bank employees
3. Voice requirements for telephone service
4. Matters needing attention in telephone service
5. Commercial taboos of mobile phones and short messages.
6. Precautions for telemarketing
7. Telephone and mobile phone management in hotel specifications.
8. Telephone follow-up solution
Fourth, the details of reception etiquette:
1, trilogy of welcome works
2. Guide the guests to their destination
3. Sit down and talk about the scene demonstration
4. Display and consultation of exhibition board products
5. Taboo in customer service communication
6. Handle customer complaints on behalf of the person in charge.
7. Details of daily environment
8. In the company of customers, guide, shake hands, introduce, sit down and name cards. ...
9. Business meetings and business banquets
10, tea service, candy service, alcohol and tobacco culture
Verb (abbreviation of verb) and Putonghua training —— Rigidity and rigidity of working language
1, pay attention to the tone and attitude of the working language.
2. Use honorific words and elegant language
3. Use of modesty and apology
4. Adjust your stable work mood.
5. How to use the service password
6. Bank customer service personnel should learn to persuade and discuss.
7. The importance of working Mandarin
8. Ways and methods to master Mandarin quickly.
9. Public speaking and Putonghua Q&A for employees (classroom expression)
10, simple counter service must master Mandarin pronunciation.
1 1. Analyze what is touching in the language that can be accepted by the other party.
12, learn "rainbow language" in customer service terms.
13, the first step of "service management" is to accurately express your starting point-concern.
14, meticulous service is a must.
15, express your language with the attitude of service personnel.
16, the way to say "no" (refusal)
17. Good communication makes you a popular person, which is a lifetime treasure.
18, exchange game: you draw and I draw.
6. Handling complaints-Properly handling can promote relations.
1, complaint form and complaint reason analysis; Complain about the true face; A large number of reasons for customer complaints; 2. Psychological preparation before hearing the complaint; Psychological preparation of customers' own front-line employees; Don't be afraid to complain about customers; Not to show your sincerity in handling complaints; 3. Complaint handling steps 1) Keep calm; 2) Actively listen; 3) Respond to concerns; 4) Positive words 5) Conveying feelings 6) Giving benefits 7) Putting into action 8) Giving back at any time 4. Complaining, dealing with rhetoric and dealing with the attitude of the other party, dealing with the tone of the other party and dealing with the wording of the other party.
Seven, team communication and cooperative team role cognition-Several interpretations of "loneliness" between me and work and between me and others-team psychology
Team simulation: geese fly-obedience is an ability
Eight, the comprehensive quality requirements of bank customer service personnel
Rich knowledge of banking services.
Services need to understand the overall situation.
Customer service personnel should have the basic ability to protect themselves in the process of service.
Injury is a "double-edged sword", don't ignore each other's feelings.
Change your stubborn way of working. Every depositor is unique.
Daily housekeeping of bank employees-meeting consistent five-star standards
"Private space ownership" and "one-meter line"-learn to safeguard the rights of every customer
How to manage your emotions?
Face the hundredth customer every day in the state of welcoming the first guest.
Nine, the quality service in the work of the bank
Front-line employees determine the first impression of quality service.
Concept and classification of quality service
Characteristics of quality service and customer's service requirements
Composition of quality service-customer first, service first
Service personnel and consumers-active transposition of thinking consciousness
Give the "right" to the guests-sincerely understand the clients.
Case Analysis of Bank Customer Service Staff's Service
Ten, business outlets management personnel customer service etiquette management course
The study of etiquette management manual and the application of etiquette management supervision card
Daily case inspection and periodic spot check
Establishment of reward and punishment mechanism
Improve the execution of etiquette management
The exemplary leading role of managers themselves.
Analysis and solution of difficulties in the management of employee hospitality behavior norms
Training of bank service etiquette trainers
XI。 Classroom questioning time
Employees ask questions to teachers according to the doubts and difficulties in the combination of classroom content and post.
Instructors ask questions to employees according to the characteristics of the industry and the mastery of the classroom.
Twelve, behavior simulation training and assessment (important assessment part)