连锁店管理及服务手册(DOC 27页)
连锁店管理及服务手册(DOC 27页)内容简介
1.....概述.....4
2.....岗位管理.....4
2.1.....岗位设置.....4
2.2.....岗位职责.....5
2.2.1 店长.....5
2.2.2 店员.....6
2.2.3 服务工程师.....6
2.2.4 储备店长.....7
2.3 岗位要求.....7
2.4 岗位结构.....7
3.....员工守则.....8
3.1.....仪表行为.....8
3.2.....人际关系.....8
3.3.....员工目标.....8
3.4.....遵章守纪.....8
3.5.....群体意识.....8
4.....考勤管理.....9
4.1.....考勤制度.....9
4.2.....班务制度.....9
4.3.....交接班制度.....10
4.4.....加班制度.....10
4.5.....休假制度.....11
4.6.....法定假日.....11
5.....店面标准.....12
5.1.....商品展示区.....12
5.2.....接待区.....13
5.3 维修区.....13
5.4 库房区.....13
5.5 办公区.....13
5.6 日常整理及清洁.....14
6.....库房管理.....14
6.1.....库房管理意义.....14
6.2.....库房管理制度.....14
7.....维修管理.....15
7.1.....维修管理制度.....15
7.2.....维修间制度.....15
8.....员工激励.....16
8.1.....激励口号.....16
8.2.....激励标语（待定）.....16
8.3.....激励制度.....17
9.....绩效考核制度.....17
9.1.....考核目的.....17
9.2.....考核范围.....17
9.3.....考核内容.....17
9.4.....13.4 绩效管理流程.....17
9.5.....绩效考核方案.....18
10.....奖罚制度.....19
10.1.....奖励.....19
10.2.....惩罚.....20
11.....礼仪规范.....21
11.1.....语言.....22
11.2.....行为.....22
11.2.1鞠躬姿势.....22
11.2.2指引手势.....23
11.2.3递送手势.....23
11.2.4电话接挂手势.....23
11.2.5握手.....23
11.2.6跟随.....24
11.2.7穿鞋套.....24
11.3.....着装.....24
12.....服务禁忌.....25
12.1.....语言禁忌.....25
13.....流程管理.....25
13.1.....上门服务及销售流程.....25
13.2.....上门注意事项.....25
13.3 门市服务及销售流程.....25
13.4 门市注意事项.....25
13.5 送修流程.....25
13.6 送修注意事项 .....25
13.7 服务单填写规范 .....25
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2.....岗位管理.....4
2.1.....岗位设置.....4
2.2.....岗位职责.....5
2.2.1 店长.....5
2.2.2 店员.....6
2.2.3 服务工程师.....6
2.2.4 储备店长.....7
2.3 岗位要求.....7
2.4 岗位结构.....7
3.....员工守则.....8
3.1.....仪表行为.....8
3.2.....人际关系.....8
3.3.....员工目标.....8
3.4.....遵章守纪.....8
3.5.....群体意识.....8
4.....考勤管理.....9
4.1.....考勤制度.....9
4.2.....班务制度.....9
4.3.....交接班制度.....10
4.4.....加班制度.....10
4.5.....休假制度.....11
4.6.....法定假日.....11
5.....店面标准.....12
5.1.....商品展示区.....12
5.2.....接待区.....13
5.3 维修区.....13
5.4 库房区.....13
5.5 办公区.....13
5.6 日常整理及清洁.....14
6.....库房管理.....14
6.1.....库房管理意义.....14
6.2.....库房管理制度.....14
7.....维修管理.....15
7.1.....维修管理制度.....15
7.2.....维修间制度.....15
8.....员工激励.....16
8.1.....激励口号.....16
8.2.....激励标语（待定）.....16
8.3.....激励制度.....17
9.....绩效考核制度.....17
9.1.....考核目的.....17
9.2.....考核范围.....17
9.3.....考核内容.....17
9.4.....13.4 绩效管理流程.....17
9.5.....绩效考核方案.....18
10.....奖罚制度.....19
10.1.....奖励.....19
10.2.....惩罚.....20
11.....礼仪规范.....21
11.1.....语言.....22
11.2.....行为.....22
11.2.1鞠躬姿势.....22
11.2.2指引手势.....23
11.2.3递送手势.....23
11.2.4电话接挂手势.....23
11.2.5握手.....23
11.2.6跟随.....24
11.2.7穿鞋套.....24
11.3.....着装.....24
12.....服务禁忌.....25
12.1.....语言禁忌.....25
13.....流程管理.....25
13.1.....上门服务及销售流程.....25
13.2.....上门注意事项.....25
13.3 门市服务及销售流程.....25
13.4 门市注意事项.....25
13.5 送修流程.....25
13.6 送修注意事项 .....25
13.7 服务单填写规范 .....25
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