ICS03.060 CCSA11JR 中华人民共和国金融行业标准 JR/T0049—2025 代替JR/T0049—2009 寿险公司柜面服务规范 Lifeinsurancecompanycounterservicespecification 2025-04-11发布 2025-04-11实施 国家金融监督管理总局发布JR/T0049—2025 I目  次 前言................................................................................III 引言.................................................................................IV 1范围...............................................................................1 2规范性引用文件.....................................................................1 3术语和定义.........................................................................1 4指导原则...........................................................................1 4.1总则............................................................................1 4.2以客户为导向....................................................................2 4.3保障性..........................................................................2 4.4保密性..........................................................................2 4.5持续改进........................................................................2 5柜面设置及功能.....................................................................2 5.1总则............................................................................2 5.2柜面设置........................................................................2 5.3柜面功能........................................................................2 6服务环境标准.......................................................................3 6.1总则............................................................................3 6.2外部环境........................................................................3 6.3内部环境........................................................................4 7服务时效标准.......................................................................5 7.1总则............................................................................5 7.2营业时间........................................................................5 7.3业务受理时效....................................................................5 7.4业务处理时效....................................................................6 7.5咨询投诉服务时效................................................................6 8服务礼仪标准.......................................................................6 8.1总则............................................................................6 8.2仪表、仪态礼仪..................................................................6 8.3语言礼仪........................................................................7 8.4接待礼仪........................................................................7 9服务质量标准.......................................................................7 9.1总则............................................................................7 9.2技能管理........................................................................8JR/T0049—2025 II9.3品质管理........................................................................8 9.4客户意见管理....................................................................8 10服务纪律标准......................................................................8 10.1对外服务，准时满点.............................................................8 10.2业务办理，客户至上.............................................................8 10.3平等服务，一视同仁.............................................................8 10.4营业时间，不涉他务.............................................................8 10.5公正廉洁，秉公办事.............................................................8 10.6遗失物品，主动归还.............................................................9 10.7安全准确，加强防范.............................................................9 11服务管理要求......................................................................9 12证实方法..........................................................................9 参考文献.............................................................................10JR/T0049—2025 III前  言 本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规定起 草。 本文件代替JR/T0049—2009《寿险公司柜面服务规范》，与JR