驻马店农商行营业网点标准化管理手册二〇一七年一月 目录一、 营业网点文优标准化管理..............................................4（一）营业网点环境....................................................41.1.1 外部环境........................................................41.1.2 内部环境........................................................41.1.3 服务设施........................................................4（二）服务礼仪........................................................51.2.1 着装............................................................51.2.2 仪容（含值勤保安）..............................................51.2.3 工号牌、星级柜员牌..............................................61.2.4 举止............................................................61.2.5 礼貌用语........................................................6（三）柜台服务........................................................61.3.1 班前准备........................................................61.3.2 受理业务........................................................71.3.3 办理业务........................................................71.3.4 业务办理完毕....................................................7二、网点安全保卫标准化管理................................................8三、网点厅堂管理.........................................................10(一)未改造网点.......................................................103.1.1 外部公共区域及自助服务区管理标准及要求.........................103.1.2 营业网点大厅区域管理标准及要求.................................113.1.3 封闭式柜台服务区管理标准及要求.................................133.1.4 辅助功能区管理标准及要求.......................................13外部公共区域管理标准及要求...........................................143.2.1 自助服务区标准及要求...........................................153.2.2 咨询服务区管理标准及要求......................................153.2.3 营销信息发布区标准及维护........................................
