西单大悦城服务台客服组员工工作规范.doc

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····························· 1.上班时间规定··································· 2.早班前准备··································· 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·································· 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························ （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···························· 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···························· 10.发放停车券要求···························· 11.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········································ 3.着装要求········································ 4.鞋·············································· 5.袜·············································· 6.化妆要求········································ 7.个人卫生········································ （七）礼仪礼貌规范·································· 1.站姿········································ 2.坐姿········································ 3.鞠躬礼········································ 4．指示方向·································· 5.引领礼仪·································· 6.走姿礼仪·································· （八）工作规范·································· 员工休息室使用须知···························· 二、礼仪人员现场检查考核礼仪人员标准····················