連鎖店管理及服務手冊(DOC 27頁)
連鎖店管理及服務手冊(DOC 27頁)內容簡介
1.....概述.....4
2.....崗位管理.....4
2.1.....崗位設置.....4
2.2.....崗位職責.....5
2.2.1 店長.....5
2.2.2 店員.....6
2.2.3 服務工程師.....6
2.2.4 儲備店長.....7
2.3 崗位要求.....7
2.4 崗位結構.....7
3.....員工守則.....8
3.1.....儀表行為.....8
3.2.....人際關係.....8
3.3.....員工目標.....8
3.4.....遵章守紀.....8
3.5.....群體意識.....8
4.....考勤管理.....9
4.1.....考勤製度.....9
4.2.....班務製度.....9
4.3.....交接班製度.....10
4.4.....加班製度.....10
4.5.....休假製度.....11
4.6.....法定假日.....11
5.....店麵標準.....12
5.1.....商品展示區.....12
5.2.....接待區.....13
5.3 維修區.....13
5.4 庫房區.....13
5.5 辦公區.....13
5.6 日常整理及清潔.....14
6.....庫房管理.....14
6.1.....庫房管理意義.....14
6.2.....庫房管理製度.....14
7.....維修管理.....15
7.1.....維修管理製度.....15
7.2.....維修間製度.....15
8.....員工激勵.....16
8.1.....激勵口號.....16
8.2.....激勵標語（待定）.....16
8.3.....激勵製度.....17
9.....績效考核製度.....17
9.1.....考核目的.....17
9.2.....考核範圍.....17
9.3.....考核內容.....17
9.4.....13.4 績效管理流程.....17
9.5.....績效考核方案.....18
10.....獎罰製度.....19
10.1.....獎勵.....19
10.2.....懲罰.....20
11.....禮儀規範.....21
11.1.....語言.....22
11.2.....行為.....22
11.2.1鞠躬姿勢.....22
11.2.2指引手勢.....23
11.2.3遞送手勢.....23
11.2.4電話接掛手勢.....23
11.2.5握手.....23
11.2.6跟隨.....24
11.2.7穿鞋套.....24
11.3.....著裝.....24
12.....服務禁忌.....25
12.1.....語言禁忌.....25
13.....流程管理.....25
13.1.....上門服務及銷售流程.....25
13.2.....上門注意事項.....25
13.3 門市服務及銷售流程.....25
13.4 門市注意事項.....25
13.5 送修流程.....25
13.6 送修注意事項 .....25
13.7 服務單填寫規範 .....25
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2.....崗位管理.....4
2.1.....崗位設置.....4
2.2.....崗位職責.....5
2.2.1 店長.....5
2.2.2 店員.....6
2.2.3 服務工程師.....6
2.2.4 儲備店長.....7
2.3 崗位要求.....7
2.4 崗位結構.....7
3.....員工守則.....8
3.1.....儀表行為.....8
3.2.....人際關係.....8
3.3.....員工目標.....8
3.4.....遵章守紀.....8
3.5.....群體意識.....8
4.....考勤管理.....9
4.1.....考勤製度.....9
4.2.....班務製度.....9
4.3.....交接班製度.....10
4.4.....加班製度.....10
4.5.....休假製度.....11
4.6.....法定假日.....11
5.....店麵標準.....12
5.1.....商品展示區.....12
5.2.....接待區.....13
5.3 維修區.....13
5.4 庫房區.....13
5.5 辦公區.....13
5.6 日常整理及清潔.....14
6.....庫房管理.....14
6.1.....庫房管理意義.....14
6.2.....庫房管理製度.....14
7.....維修管理.....15
7.1.....維修管理製度.....15
7.2.....維修間製度.....15
8.....員工激勵.....16
8.1.....激勵口號.....16
8.2.....激勵標語（待定）.....16
8.3.....激勵製度.....17
9.....績效考核製度.....17
9.1.....考核目的.....17
9.2.....考核範圍.....17
9.3.....考核內容.....17
9.4.....13.4 績效管理流程.....17
9.5.....績效考核方案.....18
10.....獎罰製度.....19
10.1.....獎勵.....19
10.2.....懲罰.....20
11.....禮儀規範.....21
11.1.....語言.....22
11.2.....行為.....22
11.2.1鞠躬姿勢.....22
11.2.2指引手勢.....23
11.2.3遞送手勢.....23
11.2.4電話接掛手勢.....23
11.2.5握手.....23
11.2.6跟隨.....24
11.2.7穿鞋套.....24
11.3.....著裝.....24
12.....服務禁忌.....25
12.1.....語言禁忌.....25
13.....流程管理.....25
13.1.....上門服務及銷售流程.....25
13.2.....上門注意事項.....25
13.3 門市服務及銷售流程.....25
13.4 門市注意事項.....25
13.5 送修流程.....25
13.6 送修注意事項 .....25
13.7 服務單填寫規範 .....25
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