銀行廳堂管理

1、銀行業(yè)暗訪調(diào)查,Chancellor George Osborne said on Monday: I am determined that we go on making the decisions to reform the British economy and tackle our debts.,服務(wù)（可及時人為調(diào)整）,47%,整體大廳環(huán)境，物品擺設(shè),15%,柜面,14%,地面,14%,清心態(tài),|,清環(huán)境,|,清秩序,|,CONTENTS,1,2,3,1,天下難事，必作于易 天下大事，必作于細 老子,2,清理臺面,清理地面,水漬、茶漬、筆、廢紙,1、干凈的桌面環(huán)境,錢、銀行卡、鑰匙、錢

2、包,2、能夠提醒攜帶物品,3、規(guī)避投訴,收獲感謝,清理臺面,Why?,聽我跟您講個故事,Chancellor George Osborne said on Monday: I am determined that we go on making the decisions to reform the British economy and tackle our debts.,工作現(xiàn)場空間無空置、多余、過期物品，保持常用物品的唯一性，增加作業(yè)空間，減少尋物時間浪費。,至簡單一,頻度優(yōu)先,使用頻度高的物品在伸手可及處，減少勞動強度和耗時,高,高,高,高,高,低,中,低,低,低,高,高,中,中,形跡

3、管理,張貼藍線精準定位,用劃線、畫形定位物品區(qū)域，實現(xiàn)物品精準定位，移位即可發(fā)現(xiàn),形跡線確保移位就可發(fā)現(xiàn),4,藍線,5,紅線,6,綠線,7,黃線,劃線工具,8,黃黑線,11,理線器,12,集線盒,理線工具,定位工具,清理地面,138,107,3 1,63%,地面：,擺設(shè)：,巡檢時間,第一次 網(wǎng)點開始營業(yè)之前,第二次 網(wǎng)點第一次高峰期之后,第三次 網(wǎng)點結(jié)束營業(yè)之前,資料充足,巡檢內(nèi)容,3,客戶分流,內(nèi)部協(xié)調(diào),客戶分流,一次分流,叫號機,二次分流,等候區(qū),柜面,三次分流,內(nèi)部協(xié)調(diào),暗語,口訣 站立迎送需注意， 大家一起來提醒。 右掌向上胸前放， 標準站姿迎送客。,1、注意站立迎送： 右手橫伸至胸前

4、，手掌張開，掌心向上。,2、請大聲說話： 右手五指微曲，虎口貼于嘴邊，形似喇叭。,口訣： 聲音太小沒作用， 右手舉至唇前放。 虎口朝里五指曲， 遠看好似喇叭狀。,口訣： 笑容不夠要提醒， 自己先把笑顏展。 右手拇食兩指分， 八字倒翻唇下放。,3、請微笑： 咧嘴，同時右手大拇指和食指分開，成倒八字狀，放在嘴唇下方。,4、注意文明用語： 伸出右手食指中指平放嘴前，像封條封住嘴唇。,口訣： 文明用語要注意， 右手成拳唇側(cè)放。 食中兩指齊伸出， 平放唇前封條樣。,5、注意雙手接遞： 雙手伸直略微向下15度平放，做雙手遞送物品狀。,口訣： 客戶物品需接遞， 禮貌一定是前提。 雙手伸直放身前， 努力表達尊

5、敬意。,6、注意主動營銷遞送頁： 右手拇指、食指與中指相碰，做點錢狀，放置右耳前方20厘米左右。,口訣： 大魚來了怎么辦， 產(chǎn)品營銷要先干。 拇指食指與中指， 點錢點錢錢就來。,清心態(tài),|,清環(huán)境,|,清秩序,|,REVEIW,1,2,3,檢查營業(yè)網(wǎng)點內(nèi)客戶秩序、服務(wù)質(zhì)量和突發(fā)事件,-第二次巡檢-,營業(yè)網(wǎng)點內(nèi)第一次高峰期。,1. 客戶秩序 營業(yè)網(wǎng)點內(nèi)客戶是否擁堵，現(xiàn)場秩序是否混亂； 營業(yè)網(wǎng)點內(nèi)客戶分流是否有效及時；,2. 服務(wù)狀況 營業(yè)人員的工作積極性； 營業(yè)人員的服務(wù)質(zhì)量；,3. 突發(fā)事件 網(wǎng)點內(nèi)突發(fā)事件的預防及處理；,4.資料充足 宣傳資料是否充足,您 做好應(yīng)對高峰期準備了嗎？,POWER

6、POINT,S,W,O,T,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,STRENGTHS,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,WEAKNESS

7、ES,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,OPPORTUNITIES,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,THREATS,POWERPO

8、INT,2014,2013,2012,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,2012,The UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,2013,The

9、 UK government is seeking buyers for its 40% stake in the cross-Channel train operator Eurostar to help boost the public finances.,2014,POWERPOINT,Ensuring that we can deliver the best quality infrastructure for Britain and the best value for money for the taxpayer are key parts of our long-term eco

10、nomic plan.,PART ONE,1,Ensuring that we can deliver the best quality infrastructure for Britain and the best value for money for the taxpayer are key parts of our long-term economic plan.,Ensuring that we can deliver the best quality infrastructure for Britain and the best value for money for the ta

11、xpayer are key parts of our long-term economic plan.,PART TWO,2,Ensuring that we can deliver the best quality infrastructure for Britain and the best value for money for the taxpayer are key parts of our long-term economic plan.,Ensuring that we can deliver the best quality infrastructure for Britai

12、n and the best value for money for the taxpayer are key parts of our long-term economic plan.,PART THREE,3,Ensuring that we can deliver the best quality infrastructure for Britain and the best value for money for the taxpayer are key parts of our long-term economic plan.,檢查營業(yè)網(wǎng)點內(nèi)環(huán)境、人員和設(shè)施,-第三次巡檢-,營業(yè)網(wǎng)點

13、一天營業(yè)結(jié)束前。,1. 整理環(huán)境 營業(yè)結(jié)束前網(wǎng)點內(nèi)外環(huán)境是否有序； 臺席上物品擺放是否整齊有序，是否有私人物品；,2. 巡視人員 營業(yè)結(jié)束前營業(yè)人員的工作積極性； 營業(yè)結(jié)束前營業(yè)人員的服務(wù)質(zhì)量,3. 檢查設(shè)施 營業(yè)網(wǎng)點內(nèi)各類設(shè)施是否完好無損，如叫號機、自助終端、打印機等,您 做好營業(yè)結(jié)束前的準備了嗎？,4. 檢查資料 營業(yè)網(wǎng)點內(nèi)的各類資料是否整齊，數(shù)量是否充足,THANKS,Chancellor George Osborne said on Monday: I am determined that we go on making the decisions to reform the British economy and tackle our debts.,廳堂管理三清經(jīng),“大堂”真經(jīng)第一卷,主講 張琳,檢查營業(yè)網(wǎng)點內(nèi)環(huán)境、人員和設(shè)施,-第一次巡