Sharing: The Olympics is short-lived, and service is eternal.
Case: "Private Services" of Swiss Banks
Stock: The reason why investment guru Rogers doesn't buy shares of Bank of China is revealed!
The second part: bank service etiquette and image management.
First, the service image design and temperament management of bank service personnel
1. The customer's demand psychology determines the service image of bank staff.
2. The image requirements, on-site comments and guidance of bank service personnel.
3. The specific meaning of modesty, elegance and conciseness
4. Perfect details of bank service personnel
(1) Demonstration of makeup scales and makeup artists
(2) Hairstyle requirements
(3) Hair accessories requirements
(4) Handle requirements
(5) Strict requirements on jewelry style and wearing.
(6) The dress requirements of bank employees and their details.
A, uniform dress and etiquette taboo
B, the choice of men's suits and dress code
C, women's clothing selection and dress code
Color matching art of silk scarves, shoes and socks
E. Case analysis of clothing collocation failure
(7) temperament shaping and management of bank employees
First, what is the service temperament?
B, sensitivity and sensitivity should not be too high.
C, patience, emotional level can not be low.
Second, the special training of banking service etiquette
1, service attitude
2, service sitting posture
3. Serve walking posture (walking posture on different occasions)
4, service squat posture
5. Hand position guidance and article delivery
6. Arm etiquette
7. The classification of JuGongLi and its applicable scenarios.
8. Guests lead
9. Etiquette in Lu Yu
10, etiquette for opening and closing doors
Third, the language etiquette and skills of banking services.
1. Requirements and rules expressed in banking service language
30 taboos when talking to customers
3. The art of addressing
4, praise skills
5. The art of saying "no" and "persuasion"
6. Types of apology forms
7, the way of comfort
8. Welcome customers' language skills
9. Standardized expression of civilized service terms in bank business halls
10, the measure of enthusiasm
1 1, the meaning of farewell-laying the groundwork for meeting again.
12, improving the skills of banking service language art
13, correct the bad way of speaking
14, leaving room for customers.
15, give the guest "Yes"
16, to improve the performance of sound.
17, how to remedy the typo?
The meaning and expression of elegance
19, emotional self-control and management of bank service personnel
Fourth, the daily work etiquette of bank employees.
1, good morning etiquette
2. Commuting etiquette
3. Positive work etiquette
4, listen to the report etiquette
5. Official document etiquette
Verb (abbreviation of verb) the workplace etiquette of bank employees
1, create a satisfactory workplace
2. Skills to get along with your boss
3. Skills to get along with subordinates
4. Skills to get along with colleagues at the same level
Six, excellent image management of bank employees
1, impression management
Create a good first impression
2. Body language management
Silence is better than sound.
3. Appearance management
Excellent appearance can improve your overall level.
4. Clothing management
Your clothes tell everyone who you are!
5. Expression management
2 1 century winning magic weapon
6. Language management
As soon as you speak, I can understand you.
7. Makeup management
Know your complexion and face.
8. Detail management
Details reflect taste.
Seven, the bank "beauty in the workplace" connotation promotion.
1, decent makeup in the workplace
2. Appropriate hairstyle in the workplace
3. Good manners in the workplace
4. Appropriate language in the workplace
5. Common sense of using incense in the workplace
Eight, bank employees image etiquette training
1, role-playing
2, actual combat drills
Step 3 share the discussion
Case: teller standing service in the business hall of Bank of East Asia
Part III: Training articles on bank office etiquette.
First, the bank office staff etiquette
1, handshake etiquette
2. Business card etiquette
3. Meeting etiquette
Step 4 introduce etiquette
5. Greeting etiquette
6, guest etiquette
7. Ride etiquette
8. Elevator etiquette
9. Going out etiquette
10, gift-giving etiquette
1 1, telephone etiquette
When you hear the bell ring, answer the phone quickly;
Say hello first, then sign up;
Correct posture, smile and speak;
Listen carefully and respond politely;
Call briefly and wait briefly;
Articulate clearly and speak at an appropriate speed;
Record carefully and repeat the key points;
Listen carefully and respond politely;
Hold a microphone in your left hand and a pen in your right hand;
Prepare a pen and paper and record it at any time;
The record should be complete, and don't forget the six W's;
Be prepared and make clear the main points;
After the ceremony, hang it lightly;
Before transferring money, confirm the other party;
Use your head to judge, and then ask the boss for help;
Address others and receive them politely.
Second, the bank office staff meeting etiquette
1, the elements of meeting organization
2. Establish meeting objectives
3. Draft the agenda of the meeting
4. Choice of meeting time
5. Choice of meeting place
6. Distribution of meeting notices
7. Grouping of conference personnel
8, site layout inspection
9. Meeting before project acceptance
10, preparation of conference venue
1 1, bank collection preparation
12, code of professional etiquette for conference reception
13, Etiquette and demeanor of bank conference reception.
Language etiquette and skills of meeting reception.
15, personal qualities of bank receptionists
16, skills to set off a good meeting atmosphere
end
Matters needing attention
Bank etiquette is the basic etiquette that bank front-line employees must master, and the etiquette of bank front-line employees directly affects the image of the bank. Therefore, bank employees must pay attention to their words and deeds and improve their professionalism. At the same time, banks should also pay attention to etiquette training for bank employees.