佳兆业集团客户关系服务手册一、服务文化篇..................................................................................................................................3（一）服务理念..........................................................................................................................3（二）服务模式..........................................................................................................................3（三）5+1服务举措...................................................................................................................4二、服务规范篇..................................................................................................................................5（一）职业形象..........................................................................................................................5仪容仪表..............................................................................................................................5行姿动作..............................................................................................................................7着装....................................................................................................................................10（二）服务礼仪........................................................................................................................11迎接....................................................................................................................................11接待....................................................................................................................................11会客....................................................................................................................................12送客....................................................................................................................................13电话....................................................................................................................................13拜访....................................................................................................................................14（三）服务用语及禁语............................................................................................................16服务用语............................................................................................................................16服务禁语............................................................................................................................17三、服务标准篇................................................................................................................................18（一）项目前期服务................................................................................................................18客服人员工作指引............................................................................................................18客服与设计配合工作标准................................................................................................20（二）咨询服务........................................................................................................................25电话咨询服务标准.............................
