Bank Teller Routine Service Etiquette Specification

What are the etiquette rules for bank teller's daily service? Four elements: keen observation ability, warm and thoughtful service attitude, clear and accurate expression ability, and standardized and efficient handling ability.

Specification for bank teller service etiquette and appearance

Hair should be kept clean, without hair coloring and without excessive shampoo.

If a woman has long hair, it should be rolled up or tied up, bangs should be worn with clip, and uniform head flowers should be worn.

Men do not wear long hair (in order to hide their eyes) and do not shave their heads.

Do not keep long nails, pay attention to nail cleaning, do not use strong perfume perfume.

Women should wear light make-up, do not wear heavy makeup, do not use excessive perfume, and do not use colored nail polish.

Men shave every day without beards.

According to different seasons, unify the tooling, wear the number plates, pay attention to the cleanliness of clothing, and keep the garments neat and neat.

Women wear meat colored stockings, black leather shoes, and shoes with no accessories. Men wear dark socks and black leather shoes.

In summer, leather shoes should not be exposed before, but not later.

Bank tellers, apart from wedding rings and glasses, do not wear other ornaments, especially fancy ornaments and exaggerated colors. Men do not wear other ornaments as far as possible except watches.

Stance: straighten your body, straighten your chest, absorb your abdomen, eyes look straight ahead, your shoulders are flat, your expression is smooth, your face is smiling, and the center of gravity is placed on two front feet.

When a man is standing, his feet can be separated from each other and can be separated from each other. When he is apart, he can shoulder shoulder width, his arms can hang down naturally, his right hand can be placed above his left hand, placed in front of his body or behind his back. He can put his right hand on his left hand, cross it in front of his body, and stand on the left foot with a "V" in the middle of his right foot.

When standing, you must not turn your back on the customer. You should not rely on other objects.

Sitting position: the upper body should be straight or a little forward, the shoulders flat, the lower jaw, the eyes flat ahead, the expression flat and the smiling face, the 1/2 or 1/3 sitting in the seat. If the woman is wearing a skirt, the skirt is close before the seat, the legs are close together, the feet are inclined to the same side; the male legs are separated and the shoulders are as wide as the shoulders.

Whether it is sofa or seat, when you are seated, you should not fill your seat. If you are seated, you should be upright and not bent forward. You should not tilt your legs, shake your legs or look around.

Gestures: guiding gestures: gesture used to guide customers in direction. This is also the most commonly used gesture in banking services, especially in business hall services.

The left hand or the right five fingers are closed together, the palm is slightly upward sloping, the elbow is the axis, and the arm is extended to the direction.

When the direction is indicated, the upper body needs to side the customer. When the customer is clear, put down his arm, and he can not point his finger at others.

Please take a sign: the left hand or right hand flexion arm is raised forward, the elbow is the axis, and the arm is extended to the seat direction, and the client is seated.

It is not advisable to point fingers to customers.

When you communicate with customers, you should look at the little triangle area, smiling, with a look of humility, friendliness and sincerity.

Speaking at about 110 words per minute, sound volume is clearly heard by listeners, not exceeding customer volume.

Listen carefully to customers' requests, do not look around, show impatience, do not interrupt halfway, keep in touch with customers.

Gestures should not be too much and should not be too large.

Use civilized terminology, golden cross "please", "hello", "thank you", "sorry", "goodbye".

Bank teller service process etiquette standard

I. main duties: the main duties of counter service posts include: accurately and efficiently handling business for customers, and providing services that satisfy customers.

Two, pre class preparation: 10 minutes ahead of time to work, check whether the appearance meter meets the basic requirements; check whether the workbench is clean; check whether the work necessities are complete; check whether the machine works normally.

Three.

Standard:

When the customer comes to the counter, the counter service personnel should get up and wait for the customers within 3 meters away from the customers. They should pay attention to the customers, smile and greet the customers with "hello", and ask the customers to sit down.

When the customer submitting passbook, cash, certificate and other articles, the service personnel must receive it in time.

The service personnel need to handle the corresponding business according to the customers' needs promptly, so that they can be enthusiastic and patient.

In the process of customer service, if the service personnel need to address their customers, they should use the personalized name of "Mr. / MS / MS (or lady)" to give customers a sense of intimacy.

During the process of customer service, if a service member needs to leave his seat temporarily, he should voluntarily inform the customer and say, "sorry, I need to leave for a while, please wait a moment."

After coming back, the service staff must apologize to the customer and say, "sorry to keep you waiting."

When the business is completed, when the customer signs the signature, the service personnel shall submit the receipt and ask the customer to sign the confirmation in the specified location after checking.

If the customer is handling a relatively large amount of withdrawals business, the service staff should actively provide envelopes for customers.

When the customer leaves the counter, the attendants should say good-bye to the customers politely and say "goodbye, welcome to our next visit".

Tangible, standardized and systematic banking service etiquette can not only set up a good image of bank teller itself and enterprises, but also create service specifications and service skills that are welcomed by customers, so that service personnel can win understanding, goodwill and trust in their contacts with customers.

Therefore, as a bank teller, learning and using service etiquette is not only the need of body image, but also the need to improve double efficiency and enhance competitiveness.

For more information, please pay attention to the world clothing shoes and hats and Internet cafes.