The lobby manager’s experience

Part 1: The experience of the bank lobby manager

If I compare CCB to a leafy tree, then I am a bird on the tree. I am willing to use life for her green onions to sing forever, and the bank lobby manager has a working experience. This is the most real thought in my heart, and it is by no means artificial. Because, for me, CCB gave me a second life, and I have no reason not to contribute all my strength to her prosperity.
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In 2001, due to poor health, I arranged to go to the sales department as the lobby manager for the purpose of care. Because the positioning and concept of the lobby manager was still very vague at the time, I thought that the lobby manager was sitting in the lobby to answer some questions for the customer, it should be relatively easy. After receiving the notice, I felt very lost when I was strong, and felt that I became a useless waste, and I was saddened. Unexpectedly, it is this position that has inspired all my enthusiasm for work, so that my ingenuity is fully exerted and the value of life is fully reflected.
idea. On the first day of the gradual clearing of the job, I sat in front of the desk in the lobby, I didn’t know what to do, and the emotions of sorrow, pessimism and disappointment made me unable to lift my head. At that time, the customer did not understand the lobby manager. When he looked at it from afar, he walked away and no one came to consult. The painful, depressed day finally passed. When I got home, I rushed to the bed and burst into tears. The next day, I sat on the scalp and sat in the business hall. At noon, an aunt took a cloth bag and walked over, whispering to me if I could change the change. I quickly stood up and said, "I can." Then I took Auntie to the counter and helped the aunt to change the change of a cloth pocket into a whole money. When Auntie left, I grabbed my hand and thanked me: "Girl, thank you so much! I ran several banks, they are all too troublesome to change, or you are good! I will come later." After listening to the aunt, my heart is sweeter than honey, and my thoughts and spirits are also greatly enhanced! Originally, my work is valuable, can provide help to others, bring customers to CCB, and create happiness for myself. As the saying goes, "Give a rose, the hand has a fragrance." Isn't this the job that I dreamed of? I began to re-examine the job with a new look, and began to ponder how to be a competent lobby manager, operating the two acres of business halls and operating well.
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After thinking about these three points, I suddenly became cheerful and immediately put into action. However, it is easier said than done, especially for me who have never worked as a lobby manager and have no ready-made example. It is very easy to do a good day's service. It is difficult to persist for a long time. I use the spirit of Lei Feng to constantly spur myself. I draw strength from Li to the party: I don't understand business knowledge, I seize every opportunity to learn; I don't know how to ritual, I teach myself. Public relations, etiquette service, go home every day to smile in the mirror, practice expression; in order to expand the knowledge, I seriously study investment and financial management, speech and eloquence, hard work pays off, and soon, I found out in practice A set of effective working methods, that is, the legs must move, the hands should be fast, the mouth should be diligent, the eyes should be sick, the eyes should be round, the face should be laughed, the industry must be cooked, and the brain should be remembered. I have mastered these eight essentials. In the bustling business hall of more than 300 square meters and customers, I am like a policeman at the crossroads. I look at the six roads, listen to the eight parties, pick one, wait for two, call three, guide the order, command if Ding: Like the intimate person of the customer, there is a question and answer, something must be done, there is a hard time to help, there is a responsiveness. Thanks to my unremitting efforts, the work quickly saw results, the order in the hall was good, the atmosphere was harmonious; the customer complaints were less, and the business volume went up. The comrades looked at each other with enthusiasm, and the customers praised them.
Feelings, sublimation service in service is a matter of learning, but also an art. Only by doing it with heart can we achieve a higher level: only sincerity can we exchange the trust of our customers. During my six-year career as a lobby manager, I have built a deep relationship with many customers with true feelings and dedication, and won their trust and friendship.
In October of 2002, a retired cadre from the Broadcasting and Television Department of Qinghai Province came to the business hall and said with a smile: "Chen Manager, do you still know me? When I was sick last year, I came to you to withdraw money, and my actions were inconvenient. It was the neighbor who accompanied me. It was the withdrawal slip you filled out for me and helped me with the money. I am going back to Shanghai to settle down. I will come to see you today.” I didn’t expect a small one. Ordinary things, so that the elderly are so obsessed, I am very touched, and quickly help the elderly sit down and ask him about his current situation. It turned out that the old man was ill due to serious illness and had to return to Shanghai for treatment. Because of the need for a large sum of money for treatment, I also helped the elderly to run Zhang Longka and carefully taught him how to use it. When the old man left, he held my hand and said, "Prostitute, have the opportunity to come to Shanghai, you must come to see me!".
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Service, perfect in the extension I know that the service to the customer is endless, only always be a thoughtful person, to integrate the service into every detail, the urgency of the customer, the customer's thoughts, in order to win the customer's heart. Customers come to CCB, in addition to doing business, there will be other needs. In order to answer some non-professional questions raised by customers, I often use the holidays, weekends to nearby hospitals, power supply bureaus, post offices, mobile communication companies and other units to learn about their general business common sense, to master the basic situation and location of these units. , lots, etc., in order to provide customers with detailed consulting services. A customer laughed and said that I am a know-it-all, and I like to ask me about the situation first. A customer asked me how to go to the Xiaoqiao Savings House. I told him in detail how many cars to take, where to get off, and what landmark buildings are nearby. He said with emotion: "Ask other people, just tell me in the north of the city: ask you, clear." I said, I am the lobby manager, providing perfect service to customers is my pursuit. In order to solve the customer's needs, I have prepared a convenient service box, which is equipped with paper, pen, needle line brain, tape, glasses, commonly used medicine, etc., everyone laughs and calls it "treasure chest". It is this inconspicuous treasure chest that solves many problems for customers and brings many loyal customers to CCB. Many customers say that it is the feeling of "home" to CCB.

Part 2: The lobby manager feels

On the morning of December 14th, I arranged to attend the Star Hall Manager Service Experience Report Meeting in Shenyang. This study gave me a deep feeling and made me learn a lot of experience. We are the first staff member who came into contact with the customer after entering the bank. The service directly affects the customer's impression of the bank. Since I started my work, I have continuously strengthened my study of etiquette and business so that I can provide high quality and efficient services to our customers. By participating in the study, I summed up the following points:
First, the eyes must be "clear"
As the on-site manager of the business hall, the lobby manager must look at the six roads and listen to the eight parties, paying attention to the needs of the customers at all times, and maintaining the order and guiding the diversion. When the customer enters the business hall, the lobby manager should meet with a sincere smile and let the customer feel the warm service. When the customer is waiting for the business, the lobby manager should pay attention to the type of business that the customer handles, and guide the customers with different needs: for those who have credit demand, refer to the credit personnel to receive the negotiation; for the customers who hold the small card withdrawal business with the bank card, Guide it to the ATM machine to reduce the pressure on the counter; for customers who handle the transfer and remittance business, first instruct the customer to fill in the various documents in the filling form to avoid the customer occupying the counter for a long time. When the customer is dissatisfied with the service, it is necessary to promptly guide the customer to a relatively closed area, understand the reasons for the customer complaint, quickly and steadily handle the critical opinions put forward by the customer, and avoid direct disputes between the customer and the teller.
Second, the mind must be "fine"
First of all, be careful. As a lobby manager, one of the qualities that must be possessed is: familiar with the Bank's business processes and financial products, and is able to answer customer's various business consultations at any time. What is the procedure for applying for a loan? What materials are needed to open a bank settlement account? What is the deposit interest rate? When the customer asks these questions, the lobby manager should be able to give the answer with enthusiasm and accuracy, and promptly answer questions for the customer, so as to reflect the specialization of our banking services. Second, we must carefully guide. When the customer encounters a problem when filling out the form, the lobby manager should patiently guide and pay attention to the tone and wording to avoid the unpleasant feelings of the customer; and the one-time guidance should be completed to avoid the customer filling out the order multiple times.
Third, hands and feet should be "diligent"
First of all, we must be diligent in greetings. When the customer is waiting in the lobby, the lobby manager should greet the customers one by one, and send tea, newspapers and magazines, etc. to customers who wait longer, to ease the anxiety of the customers. Secondly, we must be diligent in marketing. The lobby manager should publicize and promote the Bank's financial products according to the needs of customers, and strive to attract quality customers and increase bank deposits. When the customer is waiting in line for business, the lobby manager can deliver the bank's leaflet to the client in a timely manner, proactively marketing the financial products and trading methods of the bank to the client, and acting as a financial advisor.
The lobby manager is not only a staff member, but also a spokesperson for the client. When the customer is confused, we give directions to them; when the customer encounters difficulties, we give a helping hand; when the customer is puzzled, we patiently explain that we have to be eager to meet the needs of the customers whenever and wherever possible. No shortage of services to win every customer, let each customer feel our smile, feel our enthusiasm, feel our profession, feel the feeling of being at home.

Part 3: ICBC lobby manager's experience

Implement a series of standardized services. 1. It is necessary to inculcate the idea of ​​“services to prosper” among employees, and require employees to establish a strong sense of service, to arm employees' thinking with advanced management concepts and standardized management models, to meticulously work in the style of international commercial banks, and to be selfless in rules and regulations. A one-on-one approach to standard management, as an example for learning. 2, is the service environment norms, from the decoration and decoration of the office business premises to the configuration of office supplies, all of which are unified planning and unified style, and strive to bring out the corporate culture atmosphere. 3, is the staff image norms, to learn professional etiquette knowledge, from standing posture, pick up the phone, to pick up people to contact with customers, one stroke and one drill, to cultivate good etiquette quality. Advocate employees to become excellent performers in the unit, to become model members in the family, to be good citizens in the society, to have noble and beautiful morality, and to be at the forefront of civilized society. 4. It is the specification of counter service. It divides the duties of the daily affairs of the person in charge of the outlet, the manager of the lobby, and the staff of the cabinet. It provides detailed regulations on the service words and labor discipline during the employee's business period. For example, the staff of the cabinet will arrive at the post 10 minutes in advance, and dress. Neat, smiling, enthusiastic, standing in the cabinet, standing up to the guest, civilized language accompanying the entire business process.

Part 4: The experience of the lobby manager of the Construction Bank

Combing and sort out 57 bottlenecks that need to solve service and efficiency. One of the problems is the unreasonable operation process of personal remote remittance business. After careful research, the branch has optimized and integrated the business operation process, and has clarified that the personal electronic remittance business adopts one-stop service. The integrated teller system cancels the intermediate transition account, and keeps a copy of the personal ID card when remittance. Fill in the stamps and other links during the meeting, which greatly improved the speed of business processing and was unanimously recognized by customers. Not only that, but the Bank also sorted out the problems in many businesses such as manual counting of cash, self-service equipment charges, personal structured deposits, foreign exchange personal options, and provident fund withdrawals, and formulated specific improvement measures.
Governor Zhang Min said that the lobby manager can not only greet, guide customers, introduce business, but also reflect the management level of a company. The lobby manager of the branch before the end of September was all on duty. In order to improve the communication skills and service skills of the lobby manager, the branch specially invited the best customer service experts in the country to train the 100 selected lobby managers. At the same time, the branch strengthened the system construction of the lobby manager and printed the work manual of the lobby manager to enable the lobby manager to provide unified standardization services for the client. On September 30, 2005, I officially embarked on the position of the manager of the CCB lobby, earnestly carrying out the "creative improvement of service level" and implementing the "customer-centered" concept. I always remember the branch president Zhang Min. Speech: "If every employee does something to improve the service, our service will take a big step forward."
"When you enter the door of your bank, you will hear the greetings from the lobby manager, which really makes me feel at home." On October 2, at our bank, the customer, Mr. Wang said to Liu Shuangwen. The same sensational scene took place on October 4th. The lobby manager used the enthusiastic service to market the payment service of the bank to the customer, signed the phone bank, and deducted the call charge from the card every month. The guest of the telephone bill was happy and satisfied. On October 7th, through the warm and thoughtful service of the lobby manager, Ms. Feng, after completing a quick remittance business, said happily: “The business that took at least ten minutes before it was completed, it was completed in less than three minutes today. Your business is processing fast, I am waiting for a short time, and of course I am happy." In fact, what makes Ms. Feng happy is a small change in business process: from the source to guide customers to add business orders, review each The elements are directed to the corresponding counters; at the same time, they can also be used for operations such as transfer, transfer, etc. by telephone banking or ATM or online banking.
We are located in a prosperous residential community with a strong flow of people, prosperous business and active home ownership. In recent years, we have won the trust of our customers with small differences in customer service. In order to implement the branch requirements, our palace also introduced the AB manager of the lobby manager to ensure that there is no vacuum in the lobby manager position. Now, customer business needs are decomposed and diverted from the beginning, and with the help of ATM self-service equipment, the customer queuing problem has been effectively alleviated.
Only customers with different differences in service “80% of profits come from 20% of customers”. The 28th theory of this bank operation has caused many banks to shift their service focus to the service of a small number of VIP customers, once neglecting the counter. Former general customer service. And here, no matter the leaders and employees dare to ignore every ordinary customer. “It is not difficult to imagine that the impact of 80% customer service satisfaction on the reputation of the bank is decisive. In addition, ordinary customers may also have the opportunity to bring VIP customers or VIP customers.” Liu Shuangwen, the director, can't help but let me Think of a "long tail theory." The "long tail" theory is a concept in statistics. To put it simply: many small markets may be aggregated into one big market.
I think that although the average customer can't bring big economic benefits at the moment, in the long run, it will bring social benefits and potential economic benefits through service accumulation. Therefore, I have quite a good service for such general customers. effort.
For the average customer, the focus is on controlling the number of queues. In order to avoid the anxiety caused by the long queue time of customers, Liu has specially formulated a solution to the problem of queue queuing and exceptions. When the number of queues exceeds the "warning line", the lobby manager should pay attention to stabilizing the customer's sentiment, and at the same time ask the teller to take a preemptive and proactive approach to communicate with the next customer, such as, "I'm sorry, I have kept you waiting." . In the event that a customer has an urgent need to handle the business first, the lobby manager generally adopts two methods: First, after obtaining the customer's consent, explain to the other customers who are in front of the customer, and give priority to the consent after the consent, and give way to the The customer is grateful; the second is to arrange the customer to go to the VIP counter to handle the business.
Only infinite intentions can have customer loyalty in our palace, the difference between VIP and general customers, the emphasis is on the differences in hardware facilities and services. In the service of VIP, customers can directly use the VIP window specially opened for them, which is specially serviced by personal wealth management manager and excellent teller.
VIP customer Miss Li in the past few days in our proposal to try the seven-day notice deposit, 2 million for 30 days, the survival period is 480 yuan, using our proposal to get income of 1080 yuan, Miss Li is very satisfied.
When Director Liu Shuangwen taught me the experience of the personal wealth management center, he made a very detailed summary: the biggest feature of VIP service is that it provides three services for customer needs: understanding the market, timely and accurate information service; mining Demand, meticulous and thoughtful financial services; expert services that meet the benefits and value-added. To this end, I did intensive research and development, and summed up a set of the most valuable methods:
1, "Regular monthly deposit" deposit method, suitable for monthly operations. That is, a monthly deposit certificate with a certain amount of family income is deposited every month, so that in the second year, there is a maturity deposit slip that can be withdrawn in the current month. If it is useless, it can be added to the new household income together with the new household income. Regularly one year, it solves the loss of interest on the early deposit receipts, and at the same time minimizes the loss of interest due to interest rate hikes, because no matter which month the interest rate increase occurs, the interest loss period is locked within 3 months. The average interest on regular savings is reduced by half, and the loss of interest due to interest rate hikes can be minimized.
2, "Regular 123 deposits" deposit method, suitable for a larger amount of deposits with a longer period of time, that is, split the deposit into different years, with 100,000 yuan as an example, 30,000 yuan for one year, 30,000 yuan for deposit 2 years, 4 million yuan for 3 years, one year later will be converted to 30,000 yuan for 3 years, two years later will be converted to 30,000 yuan for 3 years, so that customers have all the hands It is a three-year deposit certificate that can have a higher interest income and can reduce the loss of early withdrawal to a minimum.
3, "Double Happiness" deposit method, suitable for long-term deposits, recommend Xinhua Life Insurance's Double Happiness A, C, D models for customers, just went to a new job, do not understand the Double Happiness products, after a period of understanding From the customer's point of view, it is recommended for customers. In November alone, it was insured for more than 1 million yuan, and achieved higher returns than regular.
The above three deposit methods, after my trial, the customer is very satisfied, and I am full of praise for our meticulous service.
Now, the palace is already a slim lotus in the Liangxiang community, blooming in the hearts of community customers. The reason why we can win the trust of our customers, but also bring us rich social resources and economic benefits, we believe that we respect our customers as God, adhere to the "customer-centric", adhere to differentiated services, and provide differentiation for different customer needs. Service, while mining customer needs, providing them with thoughtful and meticulous financial services.

Chapter 5: Lobby Manager Service Experience

The lobby manager is the first staff member who comes into contact with the customer after entering the bank. The service directly affects the customer's first impression of the bank. Since the establishment of the lobby manager position, Guangshan Sub-branch has continuously strengthened the etiquette guidance and business training for the lobby manager. Through the lobby manager, the customer, the integrated teller and the account manager are closely connected to make it play a role as a link and bridge. So how can the lobby manager provide quality and efficient services to customers? After more than a year of work as a lobby manager, I summed up the following points:
First, the eyes must be "clear"
As the on-site manager of the business hall, the lobby manager must look at the six roads and listen to the eight parties, paying attention to the needs of the customers at all times, and maintaining the order and guiding the diversion. When the customer enters the business hall, the lobby manager should meet with a sincere smile and let the customer feel the warm service. When the customer is waiting for the business, the lobby manager should pay attention to the type of business that the customer handles, and guide the customers with different needs: for those who have credit demand, refer to the credit personnel to receive the negotiation; for the customers who hold the small card withdrawal business with the bank card, Guide it to the ATM machine to reduce the pressure on the counter; for customers who handle the transfer and remittance business, first instruct the customer to fill in the various documents in the filling form to avoid the customer occupying the counter for a long time. When the customer is dissatisfied with the service, it is necessary to promptly guide the customer to a relatively closed area, understand the reasons for the customer complaint, quickly and steadily handle the critical opinions put forward by the customer, and avoid direct disputes between the customer and the teller.
Second, the mind must be "fine"
First of all, be careful. As a lobby manager, one of the qualities that must be possessed is: familiar with the Bank's business processes and financial products, and is able to answer customer's various business consultations at any time. What is the procedure for applying for a loan? What materials are needed to open a bank settlement account? What is the deposit interest rate? When the customer asks these questions, the lobby manager should be able to give the answer with enthusiasm and accuracy, and promptly answer questions for the customer, so as to reflect the specialization of our banking services. Second, we must carefully guide. When the customer encounters a problem when filling out the form, the lobby manager should patiently guide and pay attention to the tone and wording to avoid the unpleasant feelings of the customer; and the one-time guidance should be completed to avoid the customer filling out the order multiple times.
Third, hands and feet should be "diligent"
First of all, we must be diligent in greetings. When the customer is waiting in the lobby, the lobby manager should greet the customers one by one, and send tea, newspapers and magazines, etc. to customers who wait longer, to ease the anxiety of the customers. Secondly, we must be diligent in marketing. The lobby manager should publicize and promote the Bank's financial products according to the needs of customers, and strive to attract quality customers and increase bank deposits. When the customer is waiting in line for business, the lobby manager can deliver the bank's leaflet to the client in a timely manner, proactively marketing the financial products and trading methods of the bank to the client, and acting as a financial advisor.
The lobby manager is not only a staff member, but also a spokesperson for the client. When the customer is confused, we give directions to them; when the customer encounters difficulties, we give a helping hand; when the customer is puzzled, we patiently explain; we want to be eager to meet the needs of the customers whenever and wherever possible. No shortage of services to win every customer, let each customer feel our smile, feel our enthusiasm, feel our profession, feel the feeling of being at home.