目录1总则..................................................................22服务理念、承诺.........................................................22.1服务理念....................................................................................................................22.2服务承诺....................................................................................................................23仪容仪表、姿态风度.....................................................23.1仪容仪表....................................................................................................................23.2姿态风度....................................................................................................................44服务用语..............................................................54.1基本服务用语............................................................................................................54.2委婉的表达方式........................................................................................................54.3称呼用语....................................................................................................................64.4用词要求....................................................................................................................64.5禁忌用语....................................................................................................................64.6声音运用....................................................................................................................64.7语言选择....................................................................................................................65电话服务工作要求.......................................................75.1接听电话前准备........................................................................................................75.2接听电话的基本要求................................................................................................75.3咨询电话....................................................................................................................75.4投诉电话....................................................................................................................75.5维修、报警电话........................................................................................................75.6回访电话服务要求....................................................................................................86客服大厅服务要求.......................................................86.1基本要求....................................................................................................................86.2展览板........................................................................................................................96.3演示台........................................................................................................................97入户服务要求...........................................................97.1准备............................................................................................................................97.2入户..........................................................................................................................107.3辞别..........................
