[Boutique] Bank service experience

Part 1: Banking experience

Smile service, harmonious development service, when you hear the word smile, someone will think: everyone has a face, every face will laugh, what is it worth to say? I believe that everyone has After the experience of encountering a cold face, at that moment, your heart has not longed for the smile of Can Ruoguang?

In fact, smile is the most beautiful flower in the world. Smile is the spring ofever between people. Its power is so great that when you face it, you can't be angry, can't bark, can't blame, and can't refuse.

Nowadays, many industries are advocating smile service, so many people painstakingly practice on the mirror, trying to practice a Mona Lisa-like smile, but it is not until the training of the gang to swell to realize that the smile is not like counting money or planning It can be learned from the disk. Smile is not a professional smile, but an emotion. It can also be said to be a kind of temperament. It is a manifestation of the positive attitude of the smiling person. It is the true and natural expression of their filled inner world. .

I have a colleague who has been in the business for three years. She has been rated as a civilized service model for many years, and it is easy and natural. Every day, as soon as she enters work, her face is filled with a sweet smile. She is drizzling, treating every customer and taking every matter seriously. Her smile for a few years is not practiced. It is derived from her positive outlook on life and full self-confidence. Imagine a sad life.

A disappointing person, a cynical person, how can there always be a smile, a question asked by the customer. How can people who have no confidence in the pressure of work come to laugh?

There used to be a tempered customer. Shame her in a vicious, unscrupulous language, and the young and energetic male colleague clenched his fists. If it wasn’t for work discipline, they would really rush out to talk to the unreasonable customer theory, and I Colleague, I saw her beautiful big eyes filled with tears of tears, but the bright smile on her face did not fade at all. She was still so gentle and not humble: "Please go back and check it out. "The result of this incident does not need me to say, everyone can guess, since this customer praised her as a "smile angel", her smile not only touched the customer, but also infected colleagues around, everyone said As long as you enter this business hall, it seems to be at the family of your loved ones.

An Indian proverb says: sowing a kind of thought, harvesting an act; sowing a behavior, harvesting a habit; sowing a habit, harvesting a character; sowing a character and harvesting a fate. Therefore, the reliable service quality, the commendable service efficiency and the satisfactory service attitude that we advocate are not a superficial thing. It should be the behavior of the ideas we planted and become our every letter. The habits and character that people should have, this kind of thinking is the collective sense of honor that “social prosperity, glory, and shame”, love and dedication, courage and responsibility, active life, optimistic and helpful character, this Not only our service philosophy, but also our living standards, only in this way, we can calmly bloom from the heart of the smile.

There is a poem, which is said to be seen in shops, restaurants, hospitals, airports, etc. in Paris, France. The effect is that it is not too hard to smile / but it can bring endless charm / beneficiaries become rich / The donor is not poor or it is fleeting but often leaves a permanent memory. The rich are rich but no one is willing to abandon. The poor are poor but no one can't give it / it is a wonderful representation of friendship / it gives fatigue to If you don’t know enough, you can give desperate courage. If you meet someone who doesn’t give you the smile you deserve, give him your generos generously, because no one needs more than someone who has never given someone a smile. It, if we do not use a smile in our lives, it is like a huge deposit deposited in the bank, but there is no passbook to take out this wealth.

Because smile has the power to penetrate the mind, it can eliminate all suspicions and misunderstandings, can release all the sadness and bitterness, let us smile and receive every good or fierce customer, smile and meet every one or sunny or The day of the rain. I often think that you are now smiling around me.

Part 2: Experience in banking services

Because it faces the depositors directly, the counter plays a window role in the financial institutions and plays an image role. Specifically, bank counter service personnel undertake a large number of specific business transactions, and they directly interact with customers. Their attitudes and efficiency are high and low, which directly affects the customer's recognition and evaluation of the overall image of the bank. Therefore, the importance of the service quality of bank counter service personnel is self-evident.

“Service is the lifeline of the bank”, which is the best interpretation of the customer service work. How can we better do the banking counter service?

First, good business quality is the guarantee of quality service. All customers, the basic requirement for us is to handle business with high efficiency and high quality. You chat with customers, but you can't handle the business assigned by the customer, or you can use the general business for ten minutes. Where can the service be spoken? The counter service is indispensable for language communication, but there is no good business basics. Can't talk about quality service. Therefore, all of us should be familiar with the business we are doing.

Second, exchanges vary from person to person and choose the best way to communicate. Giving each other a smile is very simple. A smile, a word of hell, will eliminate the psychology of the touch and bring people closer to each other. On the other hand, if we are expressionless and even the face is cloudy and rainy, the minimum conditions for creating a pleasant atmosphere are gone. The original unsmooth communication atmosphere is even more weak through the interval of the counter glass. When encountering problems, explain the work to the customer. At the time, it is difficult to get the customer's understanding. Sometimes a simple communication can work well.

Third, how to face emotional customers. Most of our customers support and understand our work. There are always some individuals who are easy to impulsive and even attack us. How do we deal with such customers? Is it tolerant or resist? Faced with such customers, our The first reaction is often a direct response, because we know that the other party is losing money, but please remember the following sentence: Any problem can be solved through communication. First, let yourself calm for two seconds. These two wonders, we have to think: If I am a customer, but I can't handle this business, what loss will I have? After thinking, we can often understand the root of the customer's eagerness to get angry, and find it. The core of the explanation. From his perspective, think about the problems he cares about and convince him. Finally, we must be clear: our patient explanation is not without dignity and temper, because we have better conservation.

Part 3: Experience in banking services

As a bank window staff member, we should be able to clearly understand the importance of service. Especially in today's increasingly fierce competition in the banking industry, services reflect the soft power and competitiveness of banks in some way. Therefore, we must firmly establish the purpose of service. Service is a virtue, a kind of happiness, serving others, and getting the awareness of self-worth. "Service", seemingly ordinary words, but contains rich connotations and values. In the work, we can simply and conveniently put the word "service" in the mouth, but in reality, we also It is so bitter to understand that it is not an easy task to do a good job of service, and it is not impossible to build perfection overnight.

First of all, service is an art, art is very abstract, it is harder to understand. To learn this art well, besides having a familiar understanding of business knowledge, we must also focus on the customer, exchange feelings with customers, and set ourselves up as customers. Think about it and ensure customer satisfaction. By providing knowledge services, value-added services and personalized services to customers, it not only enriches and enriches the work connotation, but also consolidates and enhances customer loyalty and satisfaction. Of course, in order to be smart, we must be self-confident and self-confident, that is, customers believe in you and pursue excellence beyond ordinary.

Secondly, the service should pay attention to the details, the details can show the quality and taste. Under the trend of people's pursuit of perfection for the quality of life, the service work of the bank is to actively cater to and create this atmosphere, so that customers feel that Our words and deeds, every move, are very dedicated to serve him. The details show the difference, the details determine the success or failure. In the era of high competition, the competition between banks often lies in the difference of details. It is our purpose to be able to do other things and meet the needs of customers. We must serve with care. It is necessary to be good at observing customers, understanding customers, and trying to figure out how to do things with customers. With sincerity, true feelings, and sincerely connecting with customers, we really serve our customers and sincerely let our customers feel at ease. Think about what the customer thinks and what the customer wants.

Service must be persevering, with a maxim: planting an act, harvesting a habit, sowing a habit, harvesting a character, sowing a character, and harvesting a fate. A great enterprise lies in its ability to continue to operate for a long time and stand up. The greatness of a company lies in its ability to satisfy its own consumer groups with its services for a long time. Service is a culture and a heritage. Therefore, we must persevere. Do every detail, form affinity with customers, form a good inner cultivation, be strong, grow bigger, and do yourself for a long time.