大堂经理服务培训讲义(应知部分).pdf

1、本文档共24页，可阅读全部内容。
2、有哪些信誉好的足球投注网站（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。
3、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。

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

·················································

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·······························

该用户很懒，什么也没介绍

咨询Ta 进入空间

更多 >