Bank counter window service work summary

In accordance with the work requirements of the branch party committee and the working arrangements of the branch trade unions throughout the year, according to the "Administrative Measures for the Civilized Quality Service of the Window Counters of Anshan Branch" formulated by the Bank, in 2019, the Ministry of the Ministry of the People's Republic of China has nearly 50 externally operated 11 institutions. The service status of the service window was tracked and evaluated monthly and continuously. I will summarize the service work situation last year.

First, the overall situation

First of all, in order to strengthen the supervision and inspection of window service work, the branch is equipped with full-time service supervisors and conducts regular inspections on a monthly basis. At the beginning of the year, there is also a professional service supervision agency hired. The unit's daily service status and service quality were unannounced, thus ensuring the objectivity and authenticity of the annual evaluation results.

Secondly, in order to improve the quality of our staff, especially the newly recruited employees in recent years, we will provide high quality and satisfactory financial services to our clients. In April last year, our department and the branch personal finance department and supervision The Internal Control Department and the Yintuo Sub-branch jointly compiled and compiled a booklet on the “Anshan Branch Personal Financial Business Knowledge Q&A”, which was distributed to various operating agencies, so that each counter staff had a manual, and in the subsequent service inspection, the employees were The mastery and proficiency of business knowledge is an important assessment content.

Thirdly, in order to effectively achieve the rewards and punishments in the service assessment, and in turn, provide a solid basis for the branch party committees to implement the employee reward and withdrawal mechanism. Since the beginning of last year, according to the monthly service inspection data, the Ministry also A “Windows Staff Service File” was established for each front-line window employee to keep a record of the service status of each staff member throughout the year. In this way, it not only strengthens the branch's detailed understanding of each employee's service situation, but also enriches the service evaluation information. Moreover, it also plays an active role as a staff member in the decision-making of the branch party committee.

Fourth, in the whole year of 2019, the Ministry of the Ministry of China organized nearly 300 supervision and inspections for the service of nearly 50 savings outlets under the jurisdiction of 11 operating agencies. The inspections were carried out in a manner of cross-examination and unannounced visits. The coverage of the monthly outlet service check is nearly 100%. A total of 8 service briefings attended by the members of the branch party committees and the heads of the organizations were held throughout the year. The monthly service status of each institution was continuously reported and summarized. The strengths were affirmed, the shortcomings were pointed out, and the operating agencies continued to improve and upgrade. In the process of service quality of outlets, it has played a role of supervision and promotion.

Second, several aspects worthy of recognition

In 2019, the work of the window service of our bank was highly concerned by the party committee of the branch. Thanks to the careful guidance of the leaders of the branch committees and the support of the top leaders of the organizations, after the joint efforts of the frontline staff of the whole bank, last year, the service work of the Bank, both in terms of service efficiency and service level, has been significantly improved and emerged. The West Branch, Tiedong Sub-branch, and Jiefang Road Branch have three service competition winners. Not only won the approval and recognition of the provincial trade unions, but also won the praise and praise of the vast majority of customers. It is embodied in the following aspects.

First, in 2019, it is the Olympic year of our country. In accordance with the unified requirements and careful deployment of the provincial and provincial banks on the Olympic financial services, according to the details of the Bank of China's 2019 Olympic Service Series and the Olympic Financial Services Contents and Scoring Criteria, the Bank will timely Olympics. Service tasks are decomposed within the jurisdiction, implemented into people, and fully implemented and implemented. With the successful conclusion of the Olympics and Paralympics, the Bank also completed the various service tasks during the Olympic Games without any mistakes and mistakes. Although we live in a non-Olympic host city, we have contributed directly or indirectly to the success of the Beijing Olympic Games.

Second, after one year of repeated supervision, inspection, competition, and competition, we found that employees of the whole bank are gradually establishing a new modern service concept. In the management process, managers at all levels have already seen the economic benefits through service work, and in the daily work, the service work is truly equated with the business work. Most of the tellers in the first-line window are gradually changing from a passive service to a service conscious. They not only focus on improving their service skills, but also continuously develop service innovations, and begin to pay more attention to the quality and connotation of services. It is precisely because of the hard work of all the staff of this year, the service of our bank will regain the former style and re-establish the gold medal image of BOC service.

Third, in the past year, under the premise of continuing to pay close attention to the soft and hard environment and conditions of window services, the Bank has also given unprecedented reinforcement to the quantitative assessment of service work. The star teller card used by the counter personnel, as a tool that truly reflects the basic situation of our personal financial business and the satisfaction of private customers with our services, has never been paid enough attention by frontline employees in service evaluation. In the middle, it did not play its due role. Because it has the objective reality of reflecting the business and service work, it can avoid the mistakes and biases of the manual review. Therefore, from the beginning of the service competition in 2019, we will use the use of the star teller card as a service for each institution. An important indicator. Moreover, from the beginning of the assessment, this indicator has become the heaviest weight for determining the ranking of each participating unit. This cannot but quickly attract the attention of leaders at all levels. All the tellers have begun to give new insights to this instrument that was regarded as dispensable in the past work, and consciously and actively use it in daily work. After the one-year service competition, we can clearly see that the use of Star Staff's Stars has been greatly improved. The service and business volume data reflected from the beginning of the year is staggering. Uneven, by the end of the year, all the data indicators have been greatly improved. This not only provides a hardening standard for our department's annual service assessment, but also provides the most reliable basis for our annual star rating staff assessment.

Fourth, last year, the Bank received and accepted 216 pieces of investigations, suggestions, commendations and complaints from 95566. Among them, there were 110 letters of inquiry, 7 letters of recommendation, 61 letters of commendation, and 38 letters of complaints, of which less than 20 were valid complaints. It is worthy of recognition that, in terms of the number of complaint letters that best reflect the customer's satisfaction with our services, compared with XX, the number of customer complaints of our bank has dropped significantly in 2019, which directly reflects the window of our bank. Service levels and quality of service are increasing. In particular, it is necessary to mention that with the full development of the service competition, the customer's praise letter to the staff service of the Windows staff through the 95566 service hotline is also increasing day by day. The number of letters in the year is 61, and in XX year, the item The data indicator is almost zero.

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3. Lack and lack of improvement

In 2019, despite the service work of the window counters, I made some gratifying achievements under the joint efforts of the staff of the whole bank. However, if the service standards formulated by the general and provincial banks were adopted, the service was humanized and refined. The standard is to measure, and some of the shortcomings and shortcomings in our service work are obvious.

First of all, although the regular services of our bank have become increasingly standardized and the hardware service facilities have been improved day by day, in the case of such things as the service experience, the compilation of the service system, the storage of the service log, and the archival management of the textual data. In the link, there is still lack of normativeness, systemicity and refinement. The weakness and lack of this link not only restricts and limits the continuous improvement of the service level of the Bank, but also allows us to accept the service inspection and evaluation activities of the superior units. In the case that the daily counter service has been made impeccable, and eventually lost, it is passive.

Last year, the branch sales department was unsuccessful in participating in the service competition of the Provincial Banking Association. It can be said that the monitoring and video hardware facilities of our bank are outdated, which leads to the loss of service image data. This is an important reason for the service text file of our bank. The lack of sound should be another major reason for the loss of this competition.

Secondly, the theoretical level of the window tellers, especially the new ones who have entered the bank for nearly one or two years, needs to be further improved. Although last year, the Bank will continue to improve the business standards of its staff, so as to continuously enhance the service content of the Bank, as a focus of the year-round service work, and also issued a practical combat for the special editor of the window staff. It should be noted that the business theory manual should be used. However, in the subsequent inspections, in the face of the random business test of the inspectors, a different formatted business, different employees can still give a variety of answers with different contents. We have found that most of these problems occur among newly hired employees. Therefore, the system strengthening and training of the new employee business theory should be a focus of the leadership management at all levels in the new year. At present, the personal financial business manual printed by the Bank has some inventory. Each unit can count the new employees of the department. If the business manual needs to be reissued, it can be collected from the branch union.

Thirdly, the comprehensive service quality of the staff of the cabinet, especially some lobby managers, needs to be improved. The ability of the customers to respond to the diverse strains and tacts needs to be strengthened. It should be said that it is precisely because of the lack of flexible public relations capabilities of individual Windows personnel that some of the conflicts of silver merchants that were not prominent have been gradually upgraded, and eventually become the most primitive trigger point for some customers to complain to their superiors.

Fourth, the service focus of 2019

This year, in accordance with the requirements of the branch party committee, the service standards formulated by the general and provincial banks will continue to be carried out in accordance with the relevant provisions of the “Administrative Measures for the Civilized Quality Service of the Window Counters at Anshan Branch” formulated by the Bank. Civilized quality service competition. How to continuously improve the competition results and rankings will become the focus of the annual service work of all operating agencies; how to further enhance the overall level of our services, and further enhance the visibility of our bank in the industry and society, and will also become our annual service. A focus of work.

In order to do a good job in the service work of this year, we will emphasize and explain several key issues in the year-round work.

First, continue to implement and implement the overall requirement of “the service work is the number one project” proposed by the party committee of the branch. Please ask the presidents of the branches and the branch sales department managers to maintain their enthusiasm for the service work of the Bank and continue to serve the Bank as always. The work gives long-term attention and strong support, with a view to bringing the overall service level of the Bank to a new level.

The practice of our work has repeatedly proved that the attention of the top leaders has always played a vital and very obvious role in the sound development of all work. The top leaders pay attention to business development indicators, and the business development indicators are increasing day by day; the top management focuses on the risk management of the business, the Bank's business operations will run steadily; the top-level focus on window services, then, can be said with certainty, our bank's external reputation and reputation Degree will surely be fully upgraded.

Second, in the 2019 service competition, the key assessment targets of our department are the savings window of each institution, and the accounting window for the public accounting has not been included in the assessment, making it a service. The dead end of supervision. In order to circumvent this problem, since March of this year, our department will list the assessment of the accounting window service status as a service competition in the service evaluation of each unit. The content of the assessment of the accounting window service, except for the data of the star-class teller card, is the same as that of the assessment of the savings window.

Third, in order to further standardize the service standards of Windows employees, especially the newly-employed employees, in the first half of the year, our department is prepared to re-write the service specification standard tutorial in detail according to the actual situation of the Bank, and take the staff of our bank as a model to shoot images. After burning into a disc, afterwards, the agencies will be dispatched, and the staff of the cabinet will be organized to concentrate on learning.

Fourth, this year, the Municipal Spiritual Civilization Steering Committee will further improve the civilized service level of the city's public service industry and window units in order to implement the spirit of the relevant state conferences, demonstrate the new image of civilized service in the city, and promote the in-depth development of the work of creating a national civilized city. Decided to organize in the city's public service industry and window units