赢商共享-客服组员工工作规范

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1、运营手册—客服组目录礼仪人员工作规范一、员工服务工作规范····································（一）员工服务精神·····································1（二）员工服务工作要领·································1.大悦城常用用语····································2.礼仪人员岗位服务规范·····························（三）礼仪人员每日工作程序··········

2、···················1.上班时间规定···································2.早班前第35页共35页运营手册—客服组准备···································3.晚班前的准备··································4.闭店前的工作··································（四）接待顾客要求·································1.接待顾客须知··········

3、························2.接待顾客的基本用语的应用···························3.以微笑欢迎顾客································4.为顾客提供周详、超期待的服务························第35页共35页运营手册—客服组（五）礼仪人员服务程序及工作规范························1.接待顾客咨询规范····························2.接打电话服务规范··············

4、··············3.接待顾客投诉····························4.礼品包装规范····························5.礼品包装规范····························6.开据发票要求····························7.租借伞具规范····························8.发放礼品要求····························9.发放赠券要求··························

5、··10.发放停车券要求····························11.第35页共35页运营手册—客服组代售文体演出票规范····························12.租借轮椅、婴儿车规范····························13.能够及时并正确处理一层大厅的相关现场及隐患问题（六）仪容仪表要求·································1.发型········································2.饰品···········

6、·····························3.着装要求········································4.鞋··············································5.袜··············································第35页共35页运营手册—客服组6.化妆要求········································7.个人卫生·······················

7、·················（七）礼仪礼貌规范··································1.站姿········································2.坐姿········································3.鞠躬礼········································4．指示方向··································第35页共35页运营手册—客服组5.引领礼仪·········

8、·························6.走姿礼仪··································（八）工作规范··································员工休息室使用须知····························二、礼仪人员现场检