前 言
为健全和完善公司柜面服务质量/环境/行为管理体系，确保柜面服务专业、快捷、规范、标准，在保监会颁发的《寿险柜面服务规范》行业标准基础上，结合公司柜面管理的实际情况，特编制本标准。
明确的服务标准，能明示于人，规范于人，从而达到有效的管理目的。本标准对柜面服务时间、服务环境、服务时效、服务礼仪、服务纪律等方面都做出了明确的规定，力求对各项工作都有具体的要求，使之既具有科学性，又具有明确的导向性，使柜面服务有据可依，有章可循，确保服务质量的稳定。
建立服务标准，只是服务标准从无到有的过程。只有当服务标准落地执行，真正转化为全系统30000多名柜面人员的自觉行为时，才能实现柜面标准化服务，真正形成公司柜面品牌示范和整合规模效应，使我公司成为行业柜面服务标准建设的引领者和实践者。
服务永无止境，服务标准也并非一成不变的，需要在实践中不断完善和提升。标准试行过程中，分公司应密切关注客户和销售人员的需求，关注时代的发展和进步，不断检验和持续改进柜面服务标准。
在标准起草及全国范围内征集意见过程中，得到了分公司的大力支持和积极配合，在此谨表示诚挚感谢！
希望本标准能广泛适用于公司各级柜面以及相关管理部门，从而全面推进公司的标准化服务，全力打造中国人寿的优良服务品质。
业务管理部 二OO九年五月
目 录
第一篇 总则 ···························································································································································1 1.1范围 ·································································································································································1 1.2规范性引用文件 ···········································································································································1 1.3柜面定义·························································································································································2 1.4服务准则·························································································································································2 1.5服务目标·························································································································································3 第二篇 服务功能标准 ·········································································································································3 2.1柜面设臵·························································································································································3 2.2服务功能·························································································································································4 2.3服务区域·························································································································································5 第三篇 服务环境标准 ·········································································································································6 第四篇 服务时间标准 ·········································································································································8 4.1服务时间规定················································································································································8 4.2服务准备时间················································································································································9 4.3受理业务时间··············································································································································10 4.4 营业后的整理时间····································································································································12 第五篇 服务时效标准 ·······································································································································13 5.1一般要求·······················································································································································13 5.2柜面单笔业务时效·····································································································································14 5.3承保时效·······················································································································································14 5.4收付费服务时效 ·········································································································································15 5.5保全服务时效··············································································································································16 5.6理赔服务时效··············································································································································16 5.7咨询投诉处理时效·····································································································································18 第六篇 服务礼仪标准 ·······································································································································19 6.1一般要求·······················································································································································19 6.2个人礼仪标准··············································································································································19 6.3服务礼仪标准··············································································································································25 第七篇 服务质量管理标准 ······························································································································26 7.1技能管理·······················································································································································26 7.2品质管理·······················································································································································27 7.3意见管理·······················································································································································28 第八篇 服务纪律标准 ·······································································································································29 8.1遵纪守法，保守秘密 ································································································································29 8.2业务处理，规范操作 ································································································································29 8.3对外服务，准时满点 ································································································································29
8.4听取意见，虚心谦和 ································································································································30 8.5轧账归档，清晰有序 ································································································································30 8.6现金收付，安全准确 ································································································································30 8.7遗失物品，主动归还 ································································································································30 8.8办理业务，客户至上 ································································································································31 8.9工作时间，不涉他务 ································································································································31 8.10突发事件，冷静处理 ······························································································································31 第九篇 服务考核标准 ·······································································································································32 9.1 考核目的 ·····················································································································································32 9.2考核方法·······················································································································································32 9.3考核内容·······················································································································································33 9.4考核结果评定··············································································································································34 附表A：服务功能考核标准 ······························································································································35 附表B：柜面职场环境考核标准······················································································································36 附表C：柜员服务礼仪考核标准 ·····················································································································37
中国人寿保险股份有限公司柜面服务标准（试行）
第一篇 总则
1.1范围
本标准确立了柜面服务功能、服务环境、服务时间、服务时效、服务礼仪、服务质量管理、服务纪律及服务考核等方面应遵循的规范要求，旨在实现全系统柜面服务的标准化和规范化，全面提升公司柜面服务水平和服务品质，提高客户满意度。
未特别说明的情况下，本标准主要适用于A、B类外柜面及混合柜面。本标准第六篇、第八篇，以及第一篇、第二篇、第五篇、第七篇相应条款也适用于内柜面，其他内容可根据实际参照执行。
本标准为柜面服务的基础规范，如有更加严格的服务标准或制度颁布实施，柜面应自动适用和执行。
1.2规范性引用文件
1.2.1《寿险柜面服务规范》（JR/T0049－2009） 1.2.2《柜员手册》（国寿人险发?2006?13号）
1.2.3《客户服务中心设计标准执行手册》（国寿人险发?2006?42号，以下简称《执行手册》）
1.2.4《关于实施省级集中管理的通知》（国寿人险发?2006?278号）
1.2.5《关于印发省级集中管理第一批业务管理制度的通知》（国寿人险发?2006?321号）
1.2.6《柜面及95519人员着装管理规定》（国寿人险发?2007?49号）
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