Service sector work summary

1. The counter civilized quality service competition of our bank has been carried out for more than one and a half years. It should be said that through the service competition, the service standards formulated by the higher-level banks have been strengthened and implemented in the practice of the window service of the Bank. The overall service quality of the Bank is steadily improving. Compared with the regional peers, I The level of counter service has also been recognized and praised by more customers.

In the first half of the year, the provincial service competition of XX to XX organized by the Provincial Banking Association also came to an end. The five units in the competition have achieved good results. Among them, the branch sales department won the title of gold medal unit. Xx branch, xx branch, xx branch and xx branch also won the title of advanced unit.

At the same time, according to the “Management Measures for Quality Services of Counter-Civilization” formulated by the branch, the branch conducted a comprehensive evaluation of the service competitions of the participating units in the first half of the year. Finally, it was determined that the three units of the xx sub-branch, the xx sub-branch and the branch sales department served for the first half of the year. Competition winners. According to the competition method, the branch will reward the above three units in the near future.

2. In the first half of the year, although the service work of our bank has achieved some results, the regular service of the counter has some improvement, but it is still difficult to say that it is perfect. Some of the shortcomings in the service work are also obvious. Mainly concentrated in two aspects.

First of all, whether it is compared with the brothers in the system or the regional peers, the number of customer complaints caused by the counter service has always remained high. Although the branches have guided and emphasized the customer complaints at the monthly service meetings, the banks have done a lot of detailed work to avoid customer complaints. However, the monthly branches and sub-branches still have a lot of involvement in handling customer complaints. energy. This shows that the service software vendors of our bank are lacking. How to continuously improve the business quality of our employees and the communication skills with our customers will also be the subject and main work of the key research of each unit in the second half of the year.

Secondly, in the uniform dressing, the problems in each unit are generally obvious. The branch requires that the first-line window staff should be uniformed and dressed every day. The rules for the post-line personnel to wear the job from Monday to Thursday should be said to be three orders and five applications. However, from the implementation of the first half of the year, the implementation of this regulation by all the window tellers of the Bank is quite satisfactory. The backline employees are still uneven during the implementation process. In general, in terms of implementing the unified dressing system, the backline is not as good as the frontline, and the branches are not as good as the branches. To this end, in the service work in the second half of the year, the branches require branches and branches, and all branches and departments should strengthen the supervision of their employees and dress according to the branches to enhance the overall service image of the Bank.

Main work items in the second half of the year

1. About service work.

In July, the province’s new annual civilized quality service competition organized by the Provincial Banking Association has begun. According to the research of the party committee of the branch, several branches of the branch business department, Tiedong sub-branch, Jiefang Road sub-branch and Lishan Square sub-branch were confirmed to participate in the competition. The relevant files of the provincial bank and the banking association have also been forwarded to the banks. In accordance with the requirements of the banking associations and provincial banks, the above-mentioned units should use the electronic display to do the publicity of the competition and continuously improve the service quality of the headquarters. On the other hand, they must follow the guidance of the Association’s competition archives and do a good job in the Bank. The classification and documentation of service files is expected to achieve the desired results in this round of competition. It should be noted that the classification and filing of service files is not only for the requirements of the four participating units, but for the work requirements of all branches. In order to do a good job of this work, the branch will learn from the experience of the construction of Benxi Branch and promote it within the jurisdiction. At the same time, in the second half of the year, the branch will also conduct a special inspection on the service files of each bank. The results will be counted in the month of each bank. Service competition results. In addition, at the appropriate time in the second half of the year, the branch plans to organize the service supervisors of all units to learn from the foreign banks or brothers in the province to further improve the service level of the Bank.

2. About business skills assessment and acceptance work

At present, the three business skills simulation tests organized by the branches are nearing completion. The comprehensive test scores are not optimistic compared with the promotion indicators issued by provincial banks. In mid-August, the provincial bank will conduct business skills testing and testing in the future. In order to complete the promotion indicators of our bank as scheduled, all units are urged to urge the staff of the Ministry to participate in the training and actively prepare for the battle, in order to achieve the desired results in the provincial inspection and acceptance test.

In March and August, according to the annual work arrangement of the branch trade unions, the branch plans to organize employees of the whole bank to hold a fun sports meeting. In September, in order to welcome the 60th anniversary of the founding of the People's Republic of China, the branch also plans to organize various units to conduct a major chorus competition. The specific event notices and rules will be issued in the near future. Due to the large scale of the two activities, the leaders of each unit should pay attention to them and do a good job in organizing the employees of the unit.