Training on etiquette norms of bank counter service
Course summary:
Especially to improve the quality of bank counter staff; Improve the service level of front-line employees and further improve the service quality; Better respect for customers; Enhance the overall image of the bank; Make banks create better economic and social benefits; Establish a bank's excellent brand.
Through the cultivation of service consciousness and the pursuit of excellent service, perfect professional image, high-quality service etiquette and service skills training, the course is closely combined with the work practice of bank counter staff, and practical training is carried out to explore problems, form * * * knowledge and improve on-site drills.
Training target: front-line service personnel and relevant personnel in business hall.
Training mode:
Rich in language, assisted by gestures, inspired by demonstrations, analyzed by cases and consolidated by operations.
In the process of training, trainers will cite cases, integrate actual combat with situational training, pay equal attention to knowledge and operability, guide students to find many blind spots in their work, quickly stimulate their potential and improve the overall quality of personnel.
Training time: 2 days
Training plan:
1. dress etiquette, the counter attendant.
1, man dress etiquette
2. Ms. dress etiquette
Second, the appearance and etiquette of the counter service personnel
1, men's grooming etiquette
2. Lady's grooming etiquette
3. Lady Makeup Artist
Third, the courtesy and etiquette of the counter service staff.
1, ladies' standing posture specification, men's standing posture specification
2. Sitting posture at work
3. Crouching posture at work
4, counter service standard hand posture training
Fourth, the courtesy and etiquette of the counter service personnel
1, rational use of eye contact specifications
2. Emotional control
3. Expression etiquette
4. Smile is a bridge of interpersonal communication.
5, counter service eyes, expression, smile training
Verb (abbreviation of verb) Post service of counter service personnel
1, preparation before entertainment
2, service address etiquette
3. Polite language
4, counter service reception process
Six, counter service door-to-door service skills
1, service consciousness of counter 4
2. Counter service skills-voice, emotion, meaning and action
3. Common mistakes in counter service
4. Correctly understand customer complaints
5, the focus of handling complaints
6. Six-step dance music for handling complaints
Seven, scenario drills
Tang Xiaowan:
Senior concierge
Senior etiquette trainer
Personal image management consultant
Expert judges of etiquette knowledge contest
Visiting Professor of Civil Servant Etiquette in Party School
Member of Academic Committee of Beijing Etiquette College
Qingyuan Daily columnist "Xiaowan stresses etiquette"
Etiquette Committee member of the National Vocational Education Expert Committee
Background introduction:
Master of business administration; At Beijing Etiquette College, I received systematic professional training in etiquette, public relations, image design and other related fields. In Seaman Color Research Center, I studied color and personal image management with Ms. Seaman, the first person in China, and have a solid professional theoretical foundation and rich practical experience.
Teacher Tang Xiaowan has eighteen years' experience in education and teaching and eight years' experience in high-level management and etiquette training in etiquette industry, and has accumulated rich experience in management and etiquette teaching.
Good at courses:
Standardize civil servant etiquette, advanced business etiquette and image-building, service etiquette and professional image-building, conference service and reception etiquette practice, official reception etiquette of official car drivers, reception practice training of exhibition service and celebration ceremony, service etiquette and service skills of business hall, security personnel etiquette, salesman etiquette, makeup and perfect hairstyle, etc.
Training features: interactive, participatory and practical.