财产保险公司客户服务规范.pdf

《财产保险公司客户服务规范.pdf》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、中国人寿财产保险股份有限公司客户服务规范第一章总则.........................................................1第二章服务网点环境建设规范.........................................2第一节服务网点的分类........................................................2第二节服务网点建设总体要求..................................................4第三节服务网

2、点建设要求......................................................5第三章基本服务礼仪.................................................9第一节仪容..................................................................9第二节着装..................................................................9第三节仪态.......

3、..........................................................10第四节工作环境.............................................................11第五节常用礼节.............................................................11第六节交流礼仪.............................................................15第七节电话

4、礼仪.............................................................16第八节接待礼仪.............................................................17第四章网点服务规范................................................18第一节服务岗位.............................................................18第二节网点日常管理..

5、.......................................................20第三节服务行为.............................................................25第五章销售服务规范................................................30第一节职业道德.............................................................31第二节销售行为............

6、.................................................31第六章承保服务规范................................................34第一节职业道德.............................................................34第二节承保各环节服务.......................................................35第七章理赔服务规范...................

7、.............................37第一节职业道德.............................................................37第二节理赔各环节服务.......................................................38第八章投诉服务规范................................................44第一节适用范围和定义......................................

8、.................44第二节职业道德.................................................