目录前言.....................................................................................................................................................................4第一章客户服务真谛....................................................................................................................................................5一、什么是零售银行客户服务................................................................................................................................6二、零售银行服务礼仪重要性................................................................................................................................6三、服务礼仪基本原则............................................................................................................................................6第二章零售银行礼仪....................................................................................................................................................7一、银行员工礼貌礼仪修养....................................................................................................................................7二、礼仪修养的基本准则........................................................................................................................................7三、礼仪服务的主要内容........................................................................................................................................7四、与客户交流的言谈举止....................................................................................................................................8五、银行会计礼仪服务禁语....................................................................................................................................8六、出纳专业服务礼仪............................................................................................................................................9七、储蓄专业服务用语............................................................................................................................................9八、信贷专业服务礼仪..........................................................................................................................................10九、办公室礼仪注意事项......................................................................................................................................10十、使用电话时礼仪..............................................................................................................................................10第三章职业形象塑造——职员仪表..........................................................................................................................11一、规范的着装原则..............................................................................................................................................11二、西服穿着要求..................................................................................................................................................11三、衬衫穿着要求..................................................................................................................................................12四、领带穿着要求.......................................................................................................
