目录1 总则 .................................................................. 22 服务理念、承诺. ........................................................ 22.1 服务理念 .................................................................................................................... 22.2 服务承诺 .................................................................................................................... 23 仪容仪表、姿态风度. .................................................... 23.1 仪容仪表 .................................................................................................................... 23.2 姿态风度 .................................................................................................................... 44 服务用语 .............................................................. 54.1 基本服务用语 ............................................................................................................ 54.2 委婉的表达方式........................................................................................................ 54.3 称呼用语 .................................................................................................................... 64.4 用词要求 .................................................................................................................... 64.5 禁忌用语 .................................................................................................................... 64.6 声音运用 .................................................................................................................... 64.7 语言选择 .................................................................................................................... 65 电话服务工作要求. ...................................................... 75.1 接听电话前准备........................................................................................................ 75.2 接听电...
