第1页共213页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共213页超市运营管理手册第一章服务规范和要求............................................................................................................................................5第一节服务规范..................................................................................................................................................5一、仪容仪表................................................................................................................................................5二、行为举止................................................................................................................................................5三、服务语言................................................................................................................................................7四、礼貌用语100句..................................................................................................................................12五、忌讳用语..............................................................................................................................................15六、服务三大要素：..................................................................................................................................16第二节服务要求................................................................................................................................................16一、顾客服务的重要性..............................................................................................................................16二、柜台纪律..............................................................................................................................................16三、服务十不准..........................................................................................................................................16四、服务八不计较......................................................................................................................................17五、接待顾客的基本要求..........................................................................................................................17六、不同时刻顾客的接待..........................................................................................................................17七、顾客消费心理......................................................................................................................................19第二章人力管理......................................................................................................................................................22第一节组织规划..............................................................................................................................................22第二节人员招聘................................................................................................................................................22一、应聘条件..............................................................................................................................................22二、招聘程序.......................................................................................................................
