Bank customer service work experience

Article 1: The experience of bank customer service work experience essay

The work in the first three quarters of ***x has been completed. Under the unremitting efforts and persistence of all employees, the tasks of the first three quarters have been basically completed. Specifically divided into the following aspects
1. Improve service quality. First of all, we believe that the quality of the company's service is up to the level. It is not enough to rely on the tracking and inspection of our service office. So at the beginning of the year, we have established a floor part-time duty manager, who is a floor-level director, and we work together. The daily behavioral norms of employees on each floor are checked, and the strength of the store inspection is strengthened. In the second quarter of this year, the Service Office led the various commodity departments to carry out team building. Take the various parts of the Commodity Department as the unit, specifically in the construction of customer complaints, foreman ***, shopping guide daily assessment, the implementation of store mutual inspection, department self-inspection, weekly service bureau to lead two to three joint investigations and According to the results, the site rectification notice will be issued, and the on-site management will be responsible for level-by-level management and hierarchical management. The departmental cadres are responsible for the on-site management of the department. When there are problems, they can be dealt with in a timely manner. It is more conducive to management results from the acceptance and cooperation of employees. Establish a store manager training system and carry out sales follow-up. In the third quarter, the service office replaced the service quality tracking card for all employees and established a full service management file. The total number of employees who violated the rules for the whole year was more than 6 times. We will suspend the employee's qualification for employment, conduct training and re-enter the entry procedures. To enable all employees to establish a sense of crisis and improve service quality in an all-round way, thus creating the best service environment. Up to now, more than 4,000 service quality tracking cards have been replaced. We also introduced my smiles and employees before the anniversary. Leading the service slogan, and organizing the production of employee smile service cards and all staff members to send, all members wear, in this way, all employees are smiling to face each customer, to retain the smile of Guofang Parkson for customers. In August, in order to further improve the service quality, establish a sense of employee service, and also launched a total of 44 service star candidates, which played a role in the point.
2. Customer complaints reception and handling. In this year, we have used departmental regular meetings or communication meetings and special trainings to conduct floor-to-floor management personnel's company return and exchange regulations, complaint handling techniques and quality case analysis training. The focus is on standardizing our own form of reception and standardizing services as the main work objectives. In order to standardize complaints, standardize reception etiquette, standardize reception procedures, standardize the implementation of results, and standardize floor reception and records, in August this year, the company arranged for me to train the complaint skills of frontline foremen. After careful preparation, I brought out customers. Complaints deal with the art and received favorable comments from grassroots management. Through this training, the ability of floor-level management personnel to handle complaints was improved. In the first three quarters of 2006, the service office received a total of 371 complaints. In the event of emergency handling, we renewed the insurance agreement with the insurance company. Third-party liability insurance, as long as it is an emergency in our company. , are all covered by insurance, thus reducing losses for the company.
3. The scope of personnel management inspection is comprehensive and institutionalized. The second-line and first-line staff management will be put into a synchronous track for daily supervision and management. In accordance with the relevant rules and regulations of the company, we will treat them equally, strictly implement them, be fair and just, not be thick and thin, achieve transparency in supervision and inspection, standardize management, and eliminate the problem of different implementation standards. We have also formulated rectification notices to timely solve the problems found. The rectification has greatly improved some of the work, and we have also intensified our efforts to inspect the cadres on duty, from the previous two times to four to six times, so that the management of each department has self-discipline. In the welcome aspect, we require all floor management personnel to stand in the employee passage to welcome employees into the store before the employees enter the store every day. In this way, the affinity of the management personnel is strengthened, and the distance between managers and employees at all levels is further increased. Close.
4, the store five major management, strict investigation system, the focus of the site to check. In the daily check-in, the service manager of the duty office will be able to do “three diligences” with hands, legs and diligence. The problems found will be communicated with the department in a timely manner, and the rectification notice will be issued, the rectification period will be proposed, and the tracking will be carried out, so that all kinds of problems found can be solved in a timely manner, and the passive situation of non-implementation will be eliminated. In the first three quarters of 2006, the service office inspected the stores, and found that the number of violations of various types of employees was 5,823, and the company's average violation rate was %. Most of the employees are mainly critical of criticism, and only a small number of employees who often violate the discipline give financial punishment, which also reflects the company's humanized management and reduces the passive situation of fine management.
5. The improvement of the business skills and professionalism of the duty manager. We have developed a systematic training plan based on the shortcomings of the duty manager's business, and regularly conduct product knowledge and professional knowledge training. The trainer is served by the duty manager of our department. We use our weaknesses to supplement our own weaknesses through training. For example, some comrades in our department do not know how to carry out their work, then I will arrange for them to "how to work effectively during working hours", thereby further improving the business skills of duty managers and handling customer complaints, and further improving self-monitoring and self-management. In the first three quarters, the service office has a total of nearly 20 trainings.
6, the silver shop work. In the specific work, the service office cooperated according to the company's unified arrangement, from personnel recruitment and training. The course of commercial service regulations was delivered by me, and accumulated more than 20 class hours to complete the training tasks on time. Secondly, we also trained the service desk staff to change the concept of service. What the customer needs is what we have to do.

Chapter 2: Bank Customer Service Work Experience

I was very honored at the beginning of 2019. X. A member of the Customer Service Center. From the date of entering the customer service center, I regard the customer service center as the home center. Every employee is a relative. Whether it is a company official employee or an employee, whether it is an older employee or just entering a social girl. Their character, interest, I know them, their emotions, anger, sorrow, joy, sorrow, joy, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow, sorrow Life tutor I often share with them the joy of work and life: that is, to be a person, to have a character, to have a quality, to have a quality of life, to have a taste, to guide young employees, how to go to work, how to live, to make employees feel happy, and to grasp the happy life. Complete article: Please contact the thesis - Network - Welcome to the two years, I will show love in the smallest details of life, integrate the truth into every aspect of the work, and understand each other from love. Sincerely, I have won the respect and recognition of employees. This is the greatest wealth of my life. ! I am proud to be the company's most lovable team. I am proud that I am a member of the excellent team!
First, pay attention to the service center service concept and team culture construction, and strive to create a cohesive and combative learning team. The so-called team simply understands a group of people in a specific scope, but should everyone work together with the same goal voice. Does the group unite whether it is cohesive? There is mutual learning and knowledge sharing that determine team combat effectiveness. It is one of the key factors affecting the development of a unit or department.
“All the people are moving in the mountains and mountains” I know that no matter how good the management staff is, their personal abilities are limited and the wisdom of the people is endless. How to design the internal culture of the customer service center to inspire each employee to work hard and work hard to create a rich The cohesive and combative learning team gives each employee a sense of belonging and professional pride. This is the goal of our pursuit of realm and hard work since the establishment of the customer service center.
× No. in the team building of the company is the largest unit of difficulty. The center of the employee is different from the age. The employment method is not uniform. The salary is low. The work is cumbersome and stressful. The quality of the individual is high and it is often unfamiliar to be wronged at work. The customer service center is a firewall. The operator is a fire extinguisher. This is the true portrayal of the daily work of the X. It is often said that the "Customer Service Center is a contradiction center. It is a center for overcoming difficulties." Indeed, how does the current situation face the current situation? How to prevent the negative impact of self-emotional out of control in the service process? Through the way and way to stimulate employees' work and learning enthusiasm to enhance employees' sense of job loyalty, I often think about and need to solve practical problems.
Management is the view that service is more artistic incentives and daily management and team building are closely related. Inseparable customer service center incentive work has human resources management commonality and its speciality. Everyone knows that no matter the development of any unit is inseparable from the creativity and enthusiasm of all employees. Material incentives are still an important indicator to measure employees' own value. But in fact, the spiritual incentives in certain circumstances are beyond the meaning of material rewards. I believe that there are incentives, there are incentives, there are sprints, and there is a sense of belonging. The relationship between force and reaction is based on this concept. In the daily management work of ×, the incentive measures are for all employees. I pay attention to each employee's progress and performance, and use a satisfactory smile to applaud. The employee's "warm service every day progress" power pays attention to the employees to appreciate the employees to shape the employees. The team has formed a team to ensure that the overall service level of the center is continuously improved and the goals are successfully completed.
I often warn and encourage my colleagues: in the face of the market, the customer must be the best to have stood out with the telecommunications station to represent Suizhou Telecom!
Second, refine the basic management quantitative performance indicators to create a fair, just, open assessment atmosphere benchmarking to position management to fine indicators to quantitative evaluation to be fair This is my brief summary of the daily management of the customer service center.
Taking the positive guidance as the main bold execution of the performance appraisal of the branch company, the center actually divided the work for different positions, and formulated the job responsibilities for each employee to issue performance appraisal indicators, set the quality service star post, and refine and quantify the employee's work tasks. The specific requirements and standards of the work enable each employee to take responsibility for the objective. There are a number of objective evaluations. Fairly treating others to maximize the enthusiasm of their employees has created a positive and competitive atmosphere.

Chapter 3: Bank Customer Service Work Experience

The biggest gap between the Chinese banking industry and foreign banks is the service - whether it is the concept of service, the means of service, the marketing of services or the management of services. Western banks have long been in a relatively competitive state of competition and have accumulated considerable experience in customer service. Domestic banks have just started in this respect. The bank call center first introduced concepts from 2000. Many banks began to carry out system construction while planning the business functions of the call center, from simply accepting customer consultations and complaints, to the realization of banks. The function of self-transaction of account inquiry and transfer, and now efforts to develop the call center into a marketing and service center of the bank, the function of the call center is more and more, and the role played by it is also growing. Bank call centers include at least four functions, service consulting, service supervision, transaction processing, and outbound marketing. Among them, consulting services, including complaint handling, are still the most basic functions. The most basic tasks of customer service include answering customer inquiries, accepting customer problems, resolving customer complaints, accepting customer complaints, etc. How can we help customers and improve customer service in these seemingly simple but complex businesses? Efficiency, improving customer satisfaction with banking services, has become our constant exploration and research.
First, establish and improve the business information database
The call center first needs to establish a business information database. The business information database is the agent's representative of "weapons of combat", and the quality of "weapons" directly affects the efficiency of agent representatives in handling customer problems. The design of the database is not necessarily large and comprehensive. In our practice, it is found that the more effective and representative database is used to design the business knowledge as a FAQ. The agent representatives can quickly find it through the keyword index. answer. Therefore, the problem of requiring the database should be designed and audited by the customer experts of the call center and the experts of the business department. Most of the customers only need to understand the problems at the operational level, and rarely involve professional or technical content. Therefore, the database The answers in the FAQ should prompt the operation points. In addition, a counter should be designed in the database to count the frequency of questions asked by customers. Statistics and analysis of customer problems are regularly performed to find out that the frequency of use is very high, high, low and very low. The problem of reclassifying, combining and arranging various business issues.
On the other hand, the timely updating of the database is crucial. Customer's problems are often time-sensitive. Often, when a product or a promotion starts, the call center has to deal with a large number of customer consultations. If you only rely on the business department to provide files, or wait for the business department to notify, the call center often misses. The best time to conduct business preparation and business promotion. Therefore, we require full-time information administrators in all call centers. They collect all kinds of business information inside the bank every day, including collecting banking and financial information from corporate websites and various promotional media, and converting business information into agent representatives. Use the FAQ form directly, or remind the agent representative of the notice in the form of a bulletin board. Their other important duty is to check the customer's difficult problems forwarded by the agent representatives, directly communicate with the business department, and find the answers in time to feedback to the agent representatives.
Second, establish a unified service specification
The norm is a standard, a law, and the service specification is also the most basic management system of the call center. In our service specification, the service image, service language, service flow, handling of customer incoming calls, and processing of outgoing calls are detailed in the service representative.
We require that each call center must be uniform. Uniform dressing is not only for the purpose of establishing a corporate image. For each staff member in the call center, wearing uniforms can strengthen their sense of ownership. In the process of customer service, each staff member represents the enterprise. Not an individual. In practice, we also realized that after the uniform uniform, the call center's work surface has been positively improved.
In the service specification, we require the agent representatives to insist on: listening carefully, properly guiding, striving to resolve, and actively negotiating 16 words.
Listening is one of the basic skills that an agent should have. In the process of responding to customer calls, agent representatives should listen patiently, fully understand the needs of customers, and respond in a sincere manner to the words “yes”, “yes”, “I understand” in the process of listening.
Proper guidance requires the agent representatives to correctly distinguish the true intentions of the customer and find the key to solving the problem for the customer. By using open or closed language step by step, you can appropriately ask customers or repeat customer questions, accurately distinguish and distinguish, and quickly understand the customer's intention to respond in a timely manner.
Efforts to resolve is when the agent representatives receive customer complaints, they must patiently listen to customer complaints, make positive explanations, do not argue with customers, avoid escalation of conflicts, and actively resolve customer complaints. If it is not possible to avoid customer complaints through explanation, agent representatives need to actively negotiate solutions with customers. This is a relatively high requirement for agent representatives. Agent representatives need to understand the operational procedures of each business and must have certain resilience. For customers who have lost cards, lost customers, need to withdraw money, or similar emergencies, agents need to be flexible and provide emergency solutions for customers.
Third, strengthen communication with various departments
By continuously improving the database, strengthening the training of agent representatives, and improving their service skills, the call center's ability to handle customer problems is gradually improving. Up to now, we are proud of the fact that the proportion of customer consultations and complaints that can be completed within the call center is getting higher and higher, and the business departments have never understood and gradually turned to understanding, and then actively cooperated and gave support. Of course, the call center is constantly striving to communicate and negotiate with various business departments, and gradually establish a system to restrict customer service through regulations and systems.
Through continuous efforts, in recent years, we have gradually taken the initiative in the positioning and future development of the call center. The responsibilities and roles of each department in the customer service process are clearly defined through the form of archives. At the same time, we also actively promote the service and important role of the marketing call center through various methods, so that each business department gradually understands the customer service center, the passive service is active marketing, and actively seeks the support of various business departments.
At present, our call center is subject to supervision from all walks of life within the bank and outside the bank. We select 10-15 volunteer supervisors from various business departments, trade unions, league committees, retired veterans and the general public outside the bank, and score and evaluate the services of the customer service center every month. Make the call center's services public, let more people understand the new service channels, and feel the new service methods.
At the same time, the call center has established an exchange system with various business departments or branches. At least once a quarter, some business departments or branch heads are organized to conduct on-site supervision at the customer service center, exchange customer service issues, and propose improvements.
The call center is an important contact point between the bank and the customer. The customer base that the call center can cover is much higher than other bank channels. The call center has become an important service channel for bank outlets and counters 8 hours away, becoming the last bank service. barrier. In the process of continuous improvement of banking services, the call center is constantly updating the service concept, proposing higher service requirements, and constantly pursuing higher and further development.

Chapter 4: Bank Customer Service Work Experience

With the increase of age and the increase of various work experience, my requirements for my personal work in XXX are constantly improving.
My position is the service window of ABC, and my words and deeds represent the image of the Bank. There can be no sloppy and relaxed work in my work. As we all know, there are two savings offices in Chaoyang Branch, which is the busiest one. I am one of them.
Every day, the business of each comrade will reach two or three hundred. The reception of about 200 customers, so this kind of work environment forced me to constantly remind myself to be serious and serious in the work, in strict accordance with the rules and regulations set up in the line to carry out the actual operation.
Always ask yourself for the whole year, under my efforts.
In 2019, I personally did not have a liability accident. While I am doing my own work, I also use my experience in savings work over the years to help other comrades. What kind of problems do comrades have, just ask me, I will carefully answer them. When I have problems, I will be very open-minded to ask the old comrades. In dealing with business skills, I have a requirement for myself: three people must have my teacher, and they must do everything they can to learn. If you want to help others at work, you must improve your business.
I have a passion for learning new things and developing new business every time.
As long as someone needs to work overtime in the unit, I am the first to stand up. No matter what time I work overtime, I have never complained. Because I know that this is also the personal trust of the unit leader. I will also actively use every opportunity to learn new business, do a good job in testing new business, and not delay the work of the entire branch. Under this kind of thinking, I did a good job in every job that the branch office gave. Also praised by comrades.
The Changying Savings Office where I am located is a youth civilization number at the branch level.
As the xx comrades said: It is a big family of mutual respect and love. I often hear other comrades who know our situation. I have never seen such a unit with our comrades here so harmonious. Whether in work or in life, comrades are like a family. There is no contradiction. If there are opinions that are different in work, such opinions mean that the standard of work is constantly improving. I always think that my innate personality determines that I am very suitable for saving, because my temper is very good, and as the work calendar increases, things are more and more learned.
Good temper is the first thing that means good service attitude. I insist on asking myself with the standards of Youth Civilization. So I have been working until now, and I have never received a complaint from an outside customer. When there are customers who have different opinions about our work, I can also explain the things that the customers don't understand, and finally make the customers satisfied.
XXX is located in the urban-rural junction and has a dense population. There are several universities and research institutes around the savings office. The cultural levels are different and they serve a variety of people every day.
I always remind myself to start from the details. Put all kinds of spirits and requirements issued in the line into practical work, subtle, civilian, and life. Let customers feel the meaning of warmth here.
There are often migrant workers from other places who come to Beijing to handle personal remittances. Some people will not fill in the required receipts. Every time I will give me a detailed explanation of how to fill them out, I will teach them one word at a time. They until they learn to do this.
When you leave, you have to ask them to collect the written order, so that they can write it when they remit money next time. When they finish their remittance business, they will continue to thank me. Maybe someone will ask.
Personal remittances are just a collection business in the savings office. I can't increase the amount of deposits in the house. Why should I do it with such enthusiasm? I will use XXX to explain another comrade here. "It is not easy for them to come to Beijing. Whenever there is no time, it is appropriate to help them." I think that it is the best service to serve the customers with heart. When I heard the outside customer say to me: Your work is really fast... The fat guy is really good... ABC is good... when it is. I am very happy in my heart. It is not only a compliment to me, but also an approval of my work, and an incentive for my work.
In the new year, I set a new goal for myself, that is, to step up learning, to better enrich myself, and to meet the challenges of the new era with a full spirit. There will be more opportunities and competition waiting for me next year, and my heart is secretly encouraging myself. To stand firm in the competition. Being down-to-earth, your eyes should not be limited to the small circles around you. You should focus on the overall situation and focus on future development. I will also learn from other comrades, learn from each other's strengths, exchange good work and experience, and make progress together. Get better job results.