中信银行服务品质管理手册目录第一章 总则······································································································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·························································15第四章 营业网点服务人员服务行为规范·························································21第五章 抱怨和投诉处理服务流程规范····························································48第六章 服务突发事件应急流程规范································································54第七章 老弱病残孕特殊服务流程规范····························································73第八章 附件····································································································76第一章 总则第一条 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。根据《银行业从业人员职业操守》、《中国银行业文明规范服务示范单位管理办法》（银协发[2009]73号）、《中信银行服务品质管理办法（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》（2011 版）和《中信银行网点零售业务销售化转型管理手册（V1.0 版）》，对《中信银行服务品质标准手册》（2009 版）（信银字[2009]1252号）进行修订，特形成本服务手册。第二条 本服务手册是对物理网点、服务设施、各岗位人员为客户提供的...
