What courses are there in the training of banks now?

What courses are there in bank training?

Bank employees should master the following basic skills

(A) bank employee etiquette (interactive training courses, interspersed in the classroom)

1, reception posture (guiding employment concept by standardizing posture)

2, the reception salute (Gong Ju ceremony in different degrees on different occasions)

3. Guide gestures (methods to change employee gestures)

4. Sitting posture for hospitality (the basic sitting posture in service communication and the basic essentials of sitting posture service at the counter)

5. Bank customer service staff learn to pass by both hands.

6. Language skills necessary for window work.

7. The quick response ability necessary for window work.

(B) professional gfd and mental outlook

1, the connotation of bank employee tools and its role in bank work

2. Etiquette of business hall staff (work clothes and work makeup)

3. Accessories for work clothes of business hall staff

4. The importance of personal hygiene in shaping the work image.

5. How to tie a tie and scarf

6, personal taste and the integration of the overall team work dress and accessories

7. Precautions for work clothes and accessories of female employees

8. Matters needing attention for male employees' work clothes and accessories

9, master their own color and the overall coordination of business positions.

10, light makeup for female employees.

Second, the bank service attitude expression specification requirements

1, due service awareness and service attitude

2. The concept requirements of smile service.

3, the relationship between occupation and enterprise

4. Accept the customer's smile request

5. Smile and the principle of smile practice.

6, the use of bank staff to express norms and taboos

7. A reasonable way to deal with smiles

8. Personal speech: the role of smile in bank customer service (with personal experience)

9. Learn to handle your life emotions reasonably at work.

Third, the bank customer service telephone etiquette

1, etiquette for bank staff to answer the phone

2. Telephone etiquette practice of bank employees

3. Voice requirements for telephone service

4. Matters needing attention in telephone service

5. Commercial taboos of mobile phones and short messages.

6. Precautions for telemarketing

7. Telephone and mobile phone management in hotel specifications.

8. Telephone follow-up solution

Fourth, the details of reception etiquette:

1, trilogy of welcome works

2. Guide the guests to their destination

3. Sit down and talk about the scene demonstration

4. Display and consultation of exhibition board products

5. Taboo in customer service communication

6. Handle customer complaints on behalf of the person in charge.

7. Details of daily environment

8. In the company of customers, guide, shake hands, introduce, sit down and name cards. ...

9. Business meetings and business banquets

10, tea service, candy service, alcohol and tobacco culture

Verb (abbreviation of verb) and Putonghua training —— Rigidity and rigidity of working language

1, pay attention to the tone and attitude of the working language.

2. Use honorific words and elegant language

3. Use of modesty and apology

4. Adjust your stable work mood.

5. How to use the service password

6. Bank customer service personnel should learn to persuade and discuss.

7. The importance of working Mandarin

8. Ways and methods to master Mandarin quickly.

9. Public speaking and Putonghua Q&A for employees (classroom expression)

10, simple counter service must master Mandarin pronunciation.

1 1. Analyze what is touching in the language that can be accepted by the other party.

12, learn "rainbow language" in customer service terms.

13, the first step of "service management" is to accurately express your starting point-concern.

14, meticulous service is a must.

15, express your language with the attitude of service personnel.

16, the way to say "no" (refusal)

17. Good communication makes you a popular person, which is a lifetime treasure.

18, exchange game: you draw and I draw.

6. Handling complaints-Properly handling can promote relations.

1, complaint form and cause analysis

2. Listen to psychological preparation before handling complaints.

3. Complaint handling steps: 1) Stay calm 2) Listen actively 3) Answer concerns 4) Express feelings 5) Give benefits 7) Take actions 8) Give back at any time.

4. Complain about language and focus. Pay attention to handle the attitude of the other party, and then handle the tone of the other party. Finally, deal with each other's wording.