某公司品牌营销服务手册(doc 69页)

第 1 章 服务概论`````````1
1.1 服务理念`````````1
1.2 服务精神`````````1
1.3 “最佳”目标`````````1
1.4 服务笺言`````````2
1.5 正确理解服务事业`````````2
1.5.1 何谓真正的服务？`````````2
1.5.2 五大领域性的服务`````````2
第 2 章 服务标准`````````4
2.1 营业员`````````4
2.1.1 总则`````````4
2.1.2 仪表标准`````````5
2.1.3 电话礼仪`````````7
2.1.4 服务顾客`````````7
2.1.5 恭候顾客`````````8
2.1.6 保持服务形象`````````8
2.1.7 微笑服务`````````9
2.1.8 饰物佩戴`````````9
2.1.9 着装标准`````````11
2.1.10 工作用品佩戴`````````12
2.1.11 日常用品使用`````````14
2.1.12 服务用语`````````16
2.2 收银员`````````28
2.2.1 服务用语`````````28
2.2.2 禁忌行为`````````29
2.3 销售阶段`````````29
2.3.1 迎宾阶段`````````29
2.3.2 款式介绍`````````30
2.3.3 展示款式`````````31
2.3.4 导购操作`````````31
2.3.5 成交阶段`````````32
2.4 接待顾客`````````33
2.4.1 总则`````````33
2.4.2 特殊需求的顾客`````````35
2.4.3 无礼顾客`````````36
2.4.4 团体顾客`````````36
2.4.5 与顾客保持良好关系`````````36
2.4.6 消除顾客抱怨`````````36
2.4.7 消除顾客不满`````````36
2.4.8 老、幼、病、残、弱、孕妇顾客接待标准`````````36
2.5 投诉`````````36
2.5.1 接待投诉`````````36
2.5.2 投诉处理`````````36
2.6 索赔处理标准`````````36
2.7 特殊问题应对标准`````````36
2.8 服务禁语`````````36
2.9 职业道德规范`````````36
第 3 章 管理制度`````````36
3.1 5S管理制度`````````36
3.1.1 5S活动的内容`````````36
3.1.2 5S活动的目的`````````36
3.1.3 5S管理组织机构`````````36
3.1.4 5S活动检查方式`````````36
3.1.5 5S活动奖惩`````````36
3.2 员工礼仪和5S检查标准`````````36
第 4 章 微笑服务`````````36
4.1 微笑服务`````````36
4.2 某品牌的微笑`````````36
4.3 微笑服务的秘诀`````````36
4.4 微笑服务的维持方法`````````36
第 5 章 附录`````````36
5.1 顾客投诉登记表`````````36
5.2 客户投诉处理单`````````36
5.3 客户投诉处理月报表`````````36
5.4 顾客抱怨管理卡`````````36
5.5 顾客抱怨防范表`````````36
5.6 顾客抱怨分析表`````````36
5.7 顾客抱怨处理报告表`````````36
5.8 赠品登记表`````````36

 

..............................