广东邮电职业技术学院客服项目班主任服务规范广东邮电职业技术学院管理咨询项目组2011年4月15日目录目录.........................................................................................2第一章服务职责和要求........................................................4一、职责.............................................................................4二、要求.............................................................................4第二章工作职责...................................................................4第三章服务礼仪规范.............................................................6一、仪容仪表.....................................................................6女员工仪容仪表应端庄大方。.........................................61、着装...........................................................................62、鞋袜...........................................................................63、化妆...........................................................................74、发式...........................................................................75、指甲...........................................................................76、饰物...........................................................................71、着装...........................................................................72、鞋袜...........................................................................73、发式...........................................................................84、指甲...........................................................................85、饰物...........................................................................8二、行为举止.....................................................................81、精神...........................................................................82、表情...........................................................................83、手势...........................................................................94、站姿...........................................................................95、坐姿.........................................................................106、行姿.........................................................................107、蹲姿.........................................................................108、行礼.........................................................................11三、服务语言...................................................................111、服务语言的原则.....................................................112、不同场景的服务用语.............................................123、称呼：.....................................................................13四、电话礼仪...................................................................131、接听电话.................................................................132、拨打电话.................................................................143、代接、转接电话.....................................................14五、常用处事礼仪...........................................................141、见面介绍.................................................................142、为客人送水.............................................................153、接递名片.................................................................154、握手....
