Bank service experience

Part 1: The experience of banking services

As a service industry, in addition to selling its own tangible products, commercial banks also sell intangible products-services. The bank's business objectives need to be achieved by providing quality services. Doing a good job in banking services and protecting the interests of financial consumers is not only a statutory obligation of banking financial institutions, but also a need to cultivate customer loyalty, enhance bank reputation, and enhance comprehensive competitiveness. It is also the bank's social responsibility and the promotion of a harmonious society. The essential requirements.
"Customer-centered" is the essential requirement of all service work, and it is the purpose of banking service; it is the rational choice after fierce competition and baptism, and it is the realistic requirement of pursuing a win-win situation with customers. Doing a good job in banking services and gaining the trust of customers, many people believe that good professional ethics and excellent professional quality are the foundation; care, patience and enthusiasm are the key. I believe that the true "customer-centric", only the above conditions are not enough, the banking service is "in the hearts of the people", not only to firmly establish the concept of service in their own heart, but also to deep into the customer's heart In the world, truly grasp the needs of customers, not just superficial articles. We often ask for "heart-to-heart service", which means that we must be close to the customer's thinking and correctly understand the customer's needs. If the customer does not think of it, we must think ahead of time and exchange sincerely for the long-term understanding and trust of the customer.
The reason why we insist on banking services is to “be deeply rooted in the hearts of the people”, on the one hand, because many of the current bank service surface articles are too obvious, and on the other hand, the convergence of banking services is becoming more and more obvious. Now that the society is advancing, people are no longer satisfied with the improvement of the form of banking services. They put a few chairs, add some candy, smile and stand up services. These formal measures have been taken for granted by the society, and fundamentally Reversing the awareness of bank employees and providing the most effective, high-quality and most needed services to different customers is the key to making "God" tempted.
On the one hand, "in-depth people's hearts" require us to firmly establish a sense of service in our hearts, and we must not passively and mechanically cope with customers. We must always put our customers in our hearts and always think about our own performance from the perspective of customers. loCalHoSt In addition, the service needs to be “in-depth”, and our leaders must be able to take the lead in reorienting the role, that is, from power to responsibility and service, which is the best to cultivate and motivate employees. On the other hand, “being deeply rooted in the hearts of the people” requires us to grasp the real needs of our customers in a timely and accurate manner, and to be able to rush the customers and think what the customers think. Different customers have different psychological needs, and they need to dig deep and track dynamically. We need to distinguish between customers and market segments: for the promotion of services in the form of ordinary customers, they may be highly recognized, such as the door-to-door greetings of the guides, the smiles and courtesy of the counter staff; for VIP guests, more consideration is needed. It reduces waiting time, saves transaction costs, and personalizes services and value-added services. In addition to being timely, accurate, and in place, customer service can also stimulate customer needs.
Asking for service to be "in-depth" is not to say that we have to attack on all sides, to bloom in an all-round way, to hate to include all the things of our customers, but to require us to consider the cost-benefit principle when providing services to customers, to calculate costs and to have costs. Concept, we must not make a loss of the sale, must have a choice, do something wrong, high-cost services must have a high return, this is an inevitable requirement of the market law. In addition, we always put our customers in our hearts and ask us not to forget the risks. In the course of service, we must strictly grasp the principle of appropriateness. The service processes and means must be legally compliant to prevent over-service, otherwise we will smash our ICBC services. Brand.
Banks face ever-changing markets, facing a wide range of customer needs, a large number of services can not be made only in accordance with the operational procedures set by the head office, but by each employee to create, only the entire bank Employees put the service "into the hearts of the people", combine the service with the optimization of various business processes and product innovation, and combine the service with the completion of the comprehensive business plan for the whole year. New service measures, service tools, service means and methods Will be constantly created. We will certainly be able to stand out from the competition in the industry.

Chapter 2:

The competition in the financial industry is a kind of competition for credibility and competition for services. Who has good reputation, who has good service, who can better adapt to the needs of customers, who can occupy more markets. Banking services reflect the level of bank management, gestating the cultural connotation of the bank itself and the spiritual outlook of the employees. It is a brand that is displayed in front of the public. So how to achieve this goal? The author believes: Bank as a service industry, service is the foundation of the line, only to continuously enhance service awareness, change service concepts, strengthen service measures, from service quality, service means, service content, service attitude, service environment In order to improve the overall level of quality and civilized service, we must start with the high-quality civilized service and form a "big service" pattern. 1. Fully understanding and understanding the connotation of service is the driving force for carrying out quality and civilized service.
Service is a kind of management. The improvement of high-quality civilized service level must rely on strict, standardized and scientific management, and strict and standardized management can promote the improvement of high-quality civilized service level. The quality of high-quality civilized service reflects the level of management of a bank. Therefore, banks should strictly rely on the management system in the implementation of high-quality civilized service strategy. Including post specifications, uniform dressing, instrumental behavior, civilized language, telephone language, etc., these must form a system, become the employee's code of conduct, and strictly enforce.
Service is a culture. The bank's service culture system includes: employees must have a dedication and service spirit, have a service-oriented ethics, values, and must have selfless dedication, unity and forge ahead, mutual help and hard work, and therefore pragmatic spirit, and thus The resulting "one boat" thinking and the pride of bank employees, etc., this enterprise spirit with industry characteristics can enable bank employees to establish risk awareness and benefit awareness, so as to give full play to the incentive role of this service culture.
Service is a spirit. The core content of the bank's civilized quality service activities is to guide employees to establish a correct value, professional ethics, professionalism, to promote our glory, to honor our glory as a service concept, to be the first in credibility, quality service, honest and law-abiding. Ethics standards. Establish and improve the service awareness and service behavior of employees, and establish the concept of customer first, active service and overall service. Civilized quality service activities are a long-term systematic project. From leadership to employees, from the first line to the second line, from business operations to internal management, from line to line, we must coordinate with each other to transform the business objectives of the company. A conscious action for people.
Service is the carrier of bank operations and an indispensable organic component of bank operations. Bank operations must be realized through banking services, and banking services are essentially bank operations. Today, as the competition in the financial industry becomes increasingly fierce, the service scope, service content, service efficiency and service attitude of a bank directly affect the number of customers and work efficiency that it can attract. Therefore, improving the service level of banks is related to the scale of bank operations. Quality and efficiency, which are related to the competitiveness of banks, determine the bank's operating efficiency and long-term development.
The core of banking services is to maintain and strengthen contact with customers. How to win the market forever is a problem that every company needs to face forever. Banks should always adjust themselves to customers, and the service should be transferred from purely operating financial products to maintaining and deepening the relationship with customers. It is not enough to focus on meeting the needs of customers. It is also necessary to study the various factors behind the needs of customers. Only by firmly grasping the core of the relationship between maintenance and customers, market-oriented, high-quality, diversified, and distinctive services to meet the multi-level needs of customers can achieve sustainable development of their own development. The concept of "customer" is a "big customer" concept. Not only the bank's direct service target is the customer, but the department that has a restrictive relationship with the banking service, and even the bank's own employees should be treated as customers. In dealing with customers, banks should establish the concept of big market, big customers and the concept of “service is a whole process”. Build a new type of bank-enterprise relationship, coordinate management of factors that restrict customer relationships, enhance customer stability, and do not have good service guarantees, even if customers who are pulled over at a time may run away. Quality service is reputation.
Second, strengthening and improving service awareness is the premise for carrying out quality and civilized services.
We must fully mobilize, launch in-depth, build momentum, and promote high-quality and civilized services. High-quality civilized service is related to the corporate image. Therefore, it must be fully mobilized and fully engaged. Internally, through centralized examinations, surprise inspections, mock tests, and centralized training, employees are urged to master the contents of quality services; they are widely publicized through newspapers, periodicals, radio stations, and television stations to expand social influence.
Clear goals, make plans, implement them step by step, and responsibilities to people. Carry out overall planning for civilized service work, formulate phased goals, and connect with the actual situation to refine and enrich. The target is decomposed at different levels, the responsibility is to the person, the personnel are fixed, the equipment is positioned, the operation is fixed, the service is timed, and efforts are made to achieve an orderly work order.
Improve the mechanism, rigorously assess, open standards, rewards and punishments. Constantly improve the rules and regulations to standardize and institutionalize service behavior. It is necessary to establish a strict system of rewards and punishments in accordance with the actual conditions of the Bank, formulate and improve strict job standards, specific service standards and business operation procedures for various businesses, and at the same time, follow the rules and regulations concerning business management, business operations, internal management, etc. The professional division of labor carries out system improvement, collation and compilation, and requires all employees to memorize and memorize each operation procedure of their posts. Every day, from the reception of the first customer to the delivery of the last customer, there must be uniform, detailed and clear standards in all aspects of the work, so that each employee receives customers with courtesy, courtesy, and degree, and handles business practices. Fast, accurate, and make customers feel harmonious, friendly, and warm.
Implement the "first-hand" project and do a good job of quality and civilized service. High-quality civilized service is not just a simple service issue. Commercial banks rely on superiority in market competition. Quality service is the foundation of the company's efficiency and efficiency. Therefore, it must be placed in an important position and incorporated into the overall thinking of work decision-making.
Apply the "number one" project. It is necessary to establish a leading group of high-quality civilized service work with the president as the leader. All grass-roots branches and sales departments must also sign quality service responsibility books at all levels, quantify and refine various indicators, and decompose the responsibilities into people and incorporate them into the president's goals. Management system assessment. In the work arrangement at the beginning of each year, the quality and civilized service work is the main line running through the whole year, and it is always unremitting.
Doing a good job is a comprehensive work that affects the social image of the bank and affects the various business activities of the bank. Therefore, every institution, every department, and every employee of the bank must support and cooperate with each other to enhance service awareness, take care of the overall situation, and play the overall role. Function, strive to improve the service level and service quality of the whole bank. The establishment of a "one center, four levels" service structure, that is, customer service as the center, the first line for customer service, in the various service windows, departments to provide customers with a variety of varieties, high efficiency, good quality financial services; second line is First-line services, all management, technology and logistics departments must find ways to improve services and provide guarantees according to the needs of the front line; leaders serve the people, leading cadres must observe the people's feelings, care about the work and life of employees, and mobilize the enthusiasm and creativity of employees; The higher level is the subordinate service, and the superior level should plan and guide the high-quality civilized service activities of the grassroots level, and have plans, plans, inspections, rewards, continuous improvement of work style, improve work efficiency, and actively give work to lower levels. Support and coordination.

Chapter three:

The times are changing, the environment is changing, and the work of banks is changing from time to time. Every day, new things appear and new situations occur. This requires us to work hard to change ourselves and better plan our careers. Learn new knowledge, master new skills, adapt to changes in the surrounding environment, and now build behavior to further strengthen the management of the whole floor counter services, improve the quality of counter service, and shape the good corporate image of the state-owned commercial banks of the Construction Bank, promote and promote the whole A lot of efforts have been made in the reforms and the construction of modern financial enterprises, and the management methods and counter service standards for the counter services of the whole bank have been formulated. Seeing the huge potential of CCB development has increased our sense of urgency for our own business development. Below, I will check my own opinions and talk about the deficiencies that Mr. Zeng has made about our daily work status. The service work of the bank requires us not only to have enthusiasm for the work, but also to have a heart of perfection. In fact, the customer is the "examiner" we face every day.
If our bank employees are lazy and distracted every day, their makeup is so sloppy, and even the words are indifferent and the attitude is blunt, then think about it, will you pay due respect to the staff at the counter? Questions and answers, smiles can be awkward, courteous, amiable, noble and elegant, dignified and generous, calm and calm to be impeccable. These are our service specifications. How much do we do with these specifications? The customer's attitude towards you is actually a mirror of your own words and deeds. Don't always pick up the mirror. It's better to reflect on the person in the mirror where it is not good enough and where it needs improvement. As a front-office business person, I have reflected on some of the shortcomings proposed by the director. Due to the relationship between working years and age, I cherish the current job position. I believe that my business ability is still proficient and I can quickly handle it. Daily business, able to be careful and patient, to work hard, communicate with customers, resolve various contradictions, sometimes inevitably encounter unreasonable customers, be able to tolerate and understand him, and ultimately get customer understanding And respect. The downside is that standing may not be standard enough, and you will always be reminded to correct it in your future work. There is also an effective suggestion for an old employee with a feeling for CCB.
At present, the phenomenon of customer queuing is more serious. The feeling of entering the door is complicated and chaotic. I suggest that the lobby guide should be set up to answer customer questions and guide customers to quickly complete the formalities. The establishment of a comprehensive counter will make a reasonable connection and unification of the public business and private business, which will improve the efficiency of the teller's business handling, and can also alleviate the pressure brought by the customer queue to a certain extent. In the future work, I will consciously strengthen theoretical study, learn professional knowledge, learn from my colleagues, and further improve my knowledge of the public business, and comprehensively improve the comprehensive business knowledge. In the guidance and help of leaders and colleagues, carry forward the strengths and make up for the shortcomings. Improve your ability to perform duties, and strictly demand that you develop yourself into a full-service bank employee.

Chapter 4: Experience of Bank Teller Quality Service

As the pace of life continues to accelerate, banks are providing increasingly diversified services to solve many trivial problems in people's lives, and the number of people visiting banks is increasing. Bank tellers who work in the front line, their every move represents the professional norms of the industry, and will leave the most direct impression on customers. How should bank tellers reflect the quality of the bank's services?
First of all, we must be aware of the importance of service. Especially in today's increasingly fierce competition in the banking industry, services reflect the soft power and competitiveness of banks. Service is the carrier of banking operations and an integral part of banking operations. Bank operations must be realized through banking services, and banking services are essentially bank operations. The service scope, service content, service efficiency and service attitude of a bank directly affect the number of customers and work efficiency that it can attract. Service is the brand, the image, the competitiveness of a unit core, the courtesy is the first element of service, and the counter is the first platform to provide services to customers. I am well aware of the importance of working in the cabinet, because it is a window in which customers directly understand our business and plays a role in bridging the bridge between customers and banks. In fact, the real people of the customer need a real feeling, and these feelings come from the tangible service we provide. And the friendly service starts with a smile facing the customer. When you hear the words of smile, someone will think: Everyone has a face, and every face will laugh. Is there anything worth talking about? I believe that everyone has had the experience of encountering a cold face. At that moment, have you not longed for the smile of Sun Ruoguang in your heart? In fact, smile is the most beautiful flower. Smile is the spring ofever on earth. 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 develop a Mona Lisa-like smile, but straightforward until the scorpion swells to realize that the smile is not like counting money or planning The disc can be learned. The 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 world of their fullness. reveal.
Second, we must do a good job. In addition to a familiar understanding of business knowledge, we must also focus on the customer, communicate with customers, put ourselves in the shoes of the customer, ensure customer satisfaction, and approach our bank's service philosophy. In fact, the customer is the "examiner" we face every day. If our bank employees are lazy, sloppy, and even sloppy, and their attitude is blunt, then think about it, you will pay for the staff at the counter. Respect?
Again, the service should pay attention to the details. Let customers feel that our words and deeds, every move, are very dedicated to serve him, we must be good at observing customers, understanding customers, how to think about customers' words and deeds, to think about what customers think, urgent customers Urgent. And be sure to do everything in every detail. Don't always complain about the customer's attitude towards you. The customer's attitude towards you is actually a mirror of your own words and deeds. Don't always pick up the mirror. It's better to reflect on the person in the mirror. , where there is a need for improvement.
What is quality service? Quality service is not humble, but based on care, patience and enthusiasm, customer-centric, always let customers feel superior and respected. "Customer-centered" is the essential requirement of all service work, and it is the purpose of banking service. It is a rational choice after fierce competition and baptism, and it is also a realistic requirement for pursuing a win-win situation with customers. Do a good job in banking services and gain the trust of customers. Many people believe that good professional ethics and excellent professional quality are the foundation. Care, patience and enthusiasm are the key. I believe that the true "customer-centric", only the above conditions are not enough, the bank service is "in-depth", not only to firmly establish the concept of service in their own heart, but also to deep into the customer's heart In the world, truly grasp the needs of customers, not just superficial articles. We often ask for "intentional service", which means that we must be close to the customer's thinking and correctly understand the customer's needs. We never think of the customer, we must think ahead of time, in exchange for the long-term understanding and trust of the customer.
Since we have chosen this industry, we have to respect this industry and we must have the instrument image that this industry should have. As an employee of the bank, in frequent interactions with customers and colleagues, you should always be alert to respect each other and consider the needs of the other party. Strictly demand yourself from small and neat, hair accessories, costumes, etc., so that the other party feels that your image is worthy of a qualified bank employee, let the other party first recognize you in the image, trust you and even rely on you, we should give customers a kind of The feeling of "stable". Bank tellers should respect customers. When you receive the cash, documents, and card in the hands of the customer, don't throw it; if you need to confirm the specific amount of the customer's deposit or withdrawal, don't shout loudly; when the customer comes to handle some of the more trivial and no profit at all. In business, such as the exchange of small notes, redemption of banknotes, etc., must be responsive, can not be deducted.
Teller work is one of the bank's hardest jobs. Banking traffic is getting bigger and bigger, and there is no mistake in the work, so people will be very tired after a day of work. Sometimes when I encounter a disagreement with a customer, I feel that I am not understood. Many times, it is not the teller's attitude is not good enough, but in the industry to reduce the risk of the provisions and requirements, some customers do not understand this, even ignore the teller's explanation. Because of the grievances, some tellers will shed tears. Living in reality, everyone will be bothered and easily infected by the other's emotions. At this time, we must work hard not to bring our emotions to work. We must always smile and handle business for everyone, but there are The bank counter staff gave a cold and cold feeling, because it was necessary to deal with money, it seems that financial workers are born with a rigorous, unsmiling face. This makes the customers who come to do all kinds of business feel a bit awkward. Therefore, when we serve our customers with a smile, we will always feel involuntarily.
One economist once said: "No matter how humble your work is, you should pay the spirit of the artist. When you have 12 points of enthusiasm, then you will be freed from the mediocrity, not With the hard work, you can make your work a pleasure, and only then can you treat each customer with sincerity." So every employee must truly establish a "customer-centric" service concept. , learn to think and be grateful.

Chapter 5:

What is "boutique service"? "Fine" is a positive attitude that challenges the self and transcends itself, so that the service truly reflects the personalized, humanized and differentiated service features. “Product” is the brand that creates products and services, and makes our services enter a new stage of branding, standardization and systematic service. Service is to reflect the spirit of corporate culture of our xx through the words and deeds of the tellers, to reflect the service concept of our xx people, and to reflect the ideals and pursuits of a successful employee.
I remember an economist once said: "No matter how humble your work is, you should pay the spirit of the artist. When you have 12 points of enthusiasm, then you will be freed from the mediocrity. No longer have the feeling of hard work, you can make your work a pleasure, and only then can you be kind to each customer.” The bank’s work is simple and ordinary, but it’s day after day, Year after year, I rushed to the middle. I learned to treat my work with a pragmatic and sincere attitude. I learned to treat ordinary jobs with a natural and open-minded attitude. I realized the charm of service and realized what is called "customer The true meaning of the center.
In the ordinary and simple work, I gradually understood the truth of using small things in the nuances to win customers with "heart". I once met a special customer. It was a 50- or 60-year-old aunt. I saw her coming to the counter in front of the counter. I looked at every employee in the counter with a look of inquiries. Finally, my eyes stayed on me. On the body, I smiled and asked Auntie: "Hello, what business do you want to handle?" Auntie whispered, "Do you have high interest deposits here?" I quickly introduced her to the new bank. Huideli products, and a detailed and accurate comparison of the interest difference between Huideli products and ordinary deposits. But when I patiently answered her question, the aunt said: "Oh, I just asked." I was disappointed when I heard this, but I still smiled and said: "It doesn't matter, you If there is anything I don’t understand, I would like to welcome you to our business at xx.” Then, with the aunt saying a few words of farewell, Auntie left with a satisfied smile. What surprised me was that after an hour, she came back again. This time, she brought in a deposit slip of xxx line, let me accompany her to the Bank of China to withdraw money. I quickly accompanied her to the Bank of China to take the deposit, as well. To manage the business of Huideli, the aunt was happy to say: "Or you have a good service attitude, I am willing to go to your bank to save money." Now this aunt is already a high-end customer of our bank.
"Boutique service" is a complete system. She is reflected in the whole process of product, sales and service, all-round, all-time and time-space. It needs to be built up and down together. It needs close cooperation with the first-line and second-line, so that customers feel harmonious and friendly. Warm, because every employee of our company knows that their behavior represents the image of xx. I believe that by deepening the theory of “excellent service”, in the fierce market competition, our xx people will be more full of enthusiasm and more exquisite. Service skills, more perfect service quality to provide customers with high-quality, efficient services, the smile into the service, leave the smile to the customer, courageously strive to create a better tomorrow.