《中國(guó)銀行境內(nèi)分行網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程手冊(cè)2.0版》

1、中國(guó)銀行境內(nèi)分行中國(guó)銀行境內(nèi)分行網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程手冊(cè)網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程手冊(cè)2.02.0版（內(nèi)部資料，注意保密）（內(nèi)部資料，注意保密）20122012年9月（二）開(kāi)放式柜員服務(wù)流程銷(xiāo)售流程步驟與規(guī)范話(huà)術(shù)...........................25（三）開(kāi)放式柜員客戶(hù)關(guān)系管理流程.........................................28（四）開(kāi)放式柜員服務(wù)銷(xiāo)售管理工具.................

2、........................30四、客戶(hù)經(jīng)理服務(wù)銷(xiāo)售流程.......................................................30（一）客戶(hù)經(jīng)理的服務(wù)銷(xiāo)售流程圖...........................................31（二）客戶(hù)經(jīng)理服務(wù)銷(xiāo)售流程步驟...........................................32（三）客戶(hù)

3、經(jīng)理日常活動(dòng)管理...............................................33（四）客戶(hù)經(jīng)理服務(wù)銷(xiāo)售管理工具...........................................35五、個(gè)人客戶(hù)經(jīng)理服務(wù)銷(xiāo)售流程...................................................36（一）個(gè)人客戶(hù)經(jīng)理服務(wù)銷(xiāo)售流程步驟與細(xì)節(jié)要求..............

4、...............36（二）個(gè)人客戶(hù)經(jīng)理日?；顒?dòng)管理...........................................37（三）個(gè)人客戶(hù)經(jīng)理中高端客戶(hù)服務(wù)銷(xiāo)售流程.................................38（四）個(gè)人客戶(hù)經(jīng)理客戶(hù)服務(wù)銷(xiāo)售流程規(guī)范話(huà)術(shù)...............................39（五）個(gè)人客戶(hù)經(jīng)理服務(wù)銷(xiāo)售管理工具.................

5、......................43六、公司客戶(hù)經(jīng)理服務(wù)銷(xiāo)售流程...................................................44（一）公司金融客戶(hù)的拓展和維護(hù)流程.......................................44（二）公司客戶(hù)經(jīng)理服務(wù)銷(xiāo)售工作流程步驟...................................52（三）公司客戶(hù)經(jīng)理客戶(hù)服務(wù)銷(xiāo)售

6、話(huà)術(shù).......................................53（四）公司客戶(hù)經(jīng)理日?；顒?dòng)管理...........................................56（五）公司客戶(hù)經(jīng)理銷(xiāo)售管理工具...........................................57七、網(wǎng)點(diǎn)其他人員的服務(wù)銷(xiāo)售流程..........................................

7、.......58（一）大堂引導(dǎo)員.........................................................58（二）保安...............................................................59（三）證券公司等駐點(diǎn)人員.................................................60第四章網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程

8、運(yùn)行模式...........................................61一、網(wǎng)點(diǎn)整體服務(wù)銷(xiāo)售流程運(yùn)行模式...............................................61二、現(xiàn)場(chǎng)管理...................................................................61（一）廳堂內(nèi)服務(wù)銷(xiāo)售流程...................

9、..............................61（二）廳堂客戶(hù)識(shí)別轉(zhuǎn)介流程...............................................63（三）廳堂客戶(hù)引導(dǎo)分流流程...............................................67（四）客戶(hù)投訴處理流程...................................................69

10、（五）客戶(hù)優(yōu)質(zhì)體驗(yàn)的網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程關(guān)鍵環(huán)節(jié).............................71（六）輔助交易服務(wù)——優(yōu)質(zhì)客戶(hù)開(kāi)銷(xiāo)戶(hù)流程.................................79（七）市場(chǎng)營(yíng)銷(xiāo)流程.......................................................81第五章網(wǎng)點(diǎn)服務(wù)銷(xiāo)售流程的管理................................

11、.............88一、網(wǎng)點(diǎn)負(fù)責(zé)人服務(wù)銷(xiāo)售管理.....................................................88（一）網(wǎng)點(diǎn)負(fù)責(zé)人服務(wù)銷(xiāo)售管理步驟.........................................88（二）網(wǎng)點(diǎn)負(fù)責(zé)人執(zhí)行每日晨會(huì)與每周銷(xiāo)售會(huì)議（夕會(huì)）流程與內(nèi)容.............90（三）網(wǎng)點(diǎn)各崗位服務(wù)銷(xiāo)售考核協(xié)作分潤(rùn)建議.............