下载后可任意编辑XXX 年服务品质管理手册〔2024 年〕修订版名目第一章 总那么··································································································2第二章 营业网点环境标准················································································3第三章 营业网点服务人员礼仪形象标准·························································16第四章 营业网点服务人员治理·······································································22第五章 埋怨和投诉处理服务流程法律规范·····················································56第六章 服务突发事件应急流程法律规范·························································62第七章 信福年华卡及专门客户服务流程法律规范〝〞···································81第八章 消费者权益爱护与社会责任履行·························································84第九章 附件····································································································87下载后可任意编辑第一章 总那么第一条 为进一步提升中信银行服务水平,完善中信银行服务标准,提升网点竞争能力,实现网点从单纯结算型网点向交易、营销、服务三位一体的网点转型。依照«银行业从业人员职业操守»、«中国银行业文明法律规范服务示范单位治理方法»〔银协发[2024]73号〕、«中信银行服务品质治理方法〔试行〕 (» 信银字 877 号)、结合«中信银行零售业务柜面服务流程标准化手册»〔2024 版〕和«中信银行网点零售业务销售化转型治理手册〔V...