柜面服务标准（试行）.pdf

前 言 为健全和完善公司柜面服务质量/环境/行为管理体系，确保柜面服务专业、 快捷、规范、标准，在保监会颁发的《寿险柜面服务规范》行业标准基础上，结 合公司柜面管理的实际情况，特编制本标准。 明确的服务标准，能明示于人，规范于人，从而达到有效的管理目的。本标 准对柜面服务时间、服务环境、服务时效、服务礼仪、服务纪律等方面都做出了 明确的规定，力求对各项工作都有具体的要求，使之既具有科学性，又具有明确 的导向性，使柜面服务有据可依，有章可循，确保服务质量的稳定。 建立服务标准，只是服务标准从无到有的过程。只有当服务标准落地执行， 真正转化为全系统 30000 多名柜面人员的自觉行为时，才能实现柜面标准化服 务，真正形成公司柜面品牌示范和整合规模效应，使我公司成为行业柜面服务标 准建设的引领者和实践者。 服务永无止境，服务标准也并非一成不变的，需要在实践中不断完善和提升。 标准试行过程中，分公司应密切关注客户和销售人员的需求，关注时代的发展和 进步，不断检验和持续改进柜面服务标准。 在标准起草及全国范围内征集意见过程中，得到了分公司的大力支持和积极 配合，在此谨表示诚挚感谢！ 希望本标准能广泛适用于公司各级柜面以及相关管理部门，从而全面推进公 司的标准化服务，全力打造中国人寿的优良服务品质。 业务管理部 二 OO 九年五月 目 录 第一篇 总则 ·············································································································································1 1.1 范围 ············································································································································ 1 1.2 规范性引用文件························································································································· 1 1.3 柜面定义 ···································································································································· 2 1.4 服务准则 ···································································································································· 2 1.5 服务目标 ···································································································································· 3 第二篇 服务功能标准 ·····························································································································3