驻马店农商行营业网点标准化管理手册二〇一七年一月目录一、营业网点文优标准化管理.............................................4（一）营业网点环境...................................................41.1.1外部环境.......................................................41.1.2内部环境.......................................................41.1.3服务设施.......................................................5（二）服务礼仪.......................................................51.2.1着装...........................................................51.2.2仪容（含值勤保安）.............................................61.2.3工号牌、星级柜员牌.............................................61.2.4举止...........................................................71.2.5礼貌用语.......................................................7（三）柜台服务.......................................................81.3.1班前准备.......................................................81.3.2受理业务.......................................................81.3.3办理业务.......................................................81.3.4业务办理完毕...................................................9二、网点安全保卫标准化管理...............................................9三、网点厅堂管理........................................................12(一)未改造网点......................................................123.1.1外部公共区域及自助服务区管理标准及要求.........................123.1.2营业网点大厅区域管理标准及要求................................133.1.3封闭式柜台服务区管理标准及要求................................163.1.4辅助功能区管理标准及要求......................................17外部公共区域管理标准及要求..........................................183.2.1自助服务区标准及要求..........................................193.2.2咨询服务区管理标准及要求.....................................193.2.3营销信息发布区标准及维护......................................213.2.4封闭式柜台服务区标准及要求...................................213.2.5客户等候区标准及维护..........................................233.2.6开放式柜台服务区标准及要求....................................243.2.7理财区管理标准及要求..........................................263.2.8辅助功能区管理标准及要求......................................26（三）考核内容和标准................................................273.3.1组织管理......................................................273.3.2检查内容和评分标准............................................27四、网点文化建设........................................................35（一）晨会制度.....................................................354.1.1网点文化墙....................................................354.1.2晨会..........................................................284.1.3鼓励和表扬....................................................36（二）班前准备制度.................................................36（三）指导制度......................................................36（四）柜员基本服务规范.............................................384.4.1柜员服务......................................................384.4.2当客户要离开柜台时............................................384.4.3当发现假钞时..................................................394.4.4当柜员发现客户有不满情绪时....................................39（五）网点...
