某公司品牌營銷服務手冊(doc 69頁)

第 1 章 服務概論`````````1
1.1 服務理念`````````1
1.2 服務精神`````````1
1.3 “最佳”目標`````````1
1.4 服務箋言`````````2
1.5 正確理解服務事業`````````2
1.5.1 何謂真正的服務？`````````2
1.5.2 五大領域性的服務`````````2
第 2 章 服務標準`````````4
2.1 營業員`````````4
2.1.1 總則`````````4
2.1.2 儀表標準`````````5
2.1.3 電話禮儀`````````7
2.1.4 服務顧客`````````7
2.1.5 恭候顧客`````````8
2.1.6 保持服務形象`````````8
2.1.7 微笑服務`````````9
2.1.8 飾物佩戴`````````9
2.1.9 著裝標準`````````11
2.1.10 工作用品佩戴`````````12
2.1.11 日常用品使用`````````14
2.1.12 服務用語`````````16
2.2 收銀員`````````28
2.2.1 服務用語`````````28
2.2.2 禁忌行為`````````29
2.3 銷售階段`````````29
2.3.1 迎賓階段`````````29
2.3.2 款式介紹`````````30
2.3.3 展示款式`````````31
2.3.4 導購操作`````````31
2.3.5 成交階段`````````32
2.4 接待顧客`````````33
2.4.1 總則`````````33
2.4.2 特殊需求的顧客`````````35
2.4.3 無禮顧客`````````36
2.4.4 團體顧客`````````36
2.4.5 與顧客保持良好關係`````````36
2.4.6 消除顧客抱怨`````````36
2.4.7 消除顧客不滿`````````36
2.4.8 老、幼、病、殘、弱、孕婦顧客接待標準`````````36
2.5 投訴`````````36
2.5.1 接待投訴`````````36
2.5.2 投訴處理`````````36
2.6 索賠處理標準`````````36
2.7 特殊問題應對標準`````````36
2.8 服務禁語`````````36
2.9 職業道德規範`````````36
第 3 章 管理製度`````````36
3.1 5S管理製度`````````36
3.1.1 5S活動的內容`````````36
3.1.2 5S活動的目的`````````36
3.1.3 5S管理組織機構`````````36
3.1.4 5S活動檢查方式`````````36
3.1.5 5S活動獎懲`````````36
3.2 員工禮儀和5S檢查標準`````````36
第 4 章 微笑服務`````````36
4.1 微笑服務`````````36
4.2 某品牌的微笑`````````36
4.3 微笑服務的秘訣`````````36
4.4 微笑服務的維持方法`````````36
第 5 章 附錄`````````36
5.1 顧客投訴登記表`````````36
5.2 客戶投訴處理單`````````36
5.3 客戶投訴處理月報表`````````36
5.4 顧客抱怨管理卡`````````36
5.5 顧客抱怨防範表`````````36
5.6 顧客抱怨分析表`````````36
5.7 顧客抱怨處理報告表`````````36
5.8 贈品登記表`````````36

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