大堂经理服务培训讲义(应知部分).pdf

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大堂经理服务培训讲义

（应知部分）

第一章大堂经理岗位的重要性2

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第一节客户流失原因··························································2

第二节大堂经理作用··························································2

第二章网点中的大堂经理······················································2·

第一节营业网点形象规范················································2

第二节营业网点员工行为规范········································5

第三节营业网点员工客户服务规范····························10

第四节大堂经理的岗位职责··········································11

第五节大堂经理任职条件················································12

第六节大堂经理的识别引导流程··································12

第七节大堂经理的工作程序··········································14

第八节优质服务的要求····················································16

第三章大堂经理基本素质·····················································17

第一节营销与销售···························································17

第二节职业礼仪的3A原则············································17

第三节知识的积累···························································18

第四章大堂经理服务技巧···················································18

第一节明确客户的类型··················································18

第二节与客户沟通···························································18

第三节销售推荐产品······················································19

第四节面对拒绝······························································19

第五节解决纠纷投诉······················································19

第六节大堂经理的三大绝招·········································23

第五章大堂经理的管理和考核·······························

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