某品牌服务手册目录第1章服务概论..............................................................11.1服务理念...............................................................11.2服务精神...............................................................11.3“最佳”目标...........................................................11.4服务笺言...............................................................21.5正确理解服务事业.......................................................21.5.1何谓真正的服务？.....................................................21.5.2五大领域性的服务.....................................................2第2章服务标准..............................................................42.1营业员.................................................................42.1.1总则.................................................................42.1.2仪表标准.............................................................52.1.3电话礼仪.............................................................72.1.4服务顾客.............................................................72.1.5恭候顾客.............................................................82.1.6保持服务形象.........................................................82.1.7微笑服务.............................................................92.1.8饰物佩戴.............................................................92.1.9着装标准............................................................112.1.10工作用品佩戴.......................................................122.1.11日常用品使用.......................................................142.1.12服务用语...........................................................162.2收银员................................................................282.2.1服务用语............................................................282.2.2禁忌行为............................................................292.3销售阶段..............................................................292.3.1迎宾阶段............................................................292.3.2款式介绍............................................................302.3.3展示款式............................................................312.3.4导购操作............................................................312.3.5成交阶段............................................................322.4接待顾客..............................................................332.4.1总则................................................................332.4.2特殊需求的顾客......................................................352.4.3无礼顾客............................................................362.4.4团体顾客............................................................362.4.5与顾客保持良好关系..................................................372.4.6消除顾客抱怨........................................................382.4.7消除顾客不满........................................................402.4.8老、幼、病、残、弱、孕妇顾客接待标准................................402.5投诉..................................................................412.5.1接待投诉............................................................412.5.2投诉处理............................................................422.6索赔处理标准..........................................................442.7特殊问...
