Summary of Banking Service Work and Work Arrangement in 2019

The 2019 Civilization Quality Service Competition has ended. For the 2019 window service work, the provincial and provincial banks have also set new standards and put forward new requirements. In order to effectively implement the service requirements of the higher-level banks, the service level of the Bank will be upgraded to a new level, and the sustainable development of the business will be promoted with high-quality services. The overall situation of the service work of the Bank in 2019 is summarized as follows. At the same time, combined with the new requirements of the provincial and provincial banks for service work, an overall arrangement for the service work in 2019 is made.

Summary of 2019 service work

In April 2019, in accordance with the requirements of the work of the new branch party committee, the branch revised the "Administrative Measures for the Civilization and Quality Service of the ** Branch". The "Measures" further refined the inspection standards for window services and increased the service. The punishment of the offending personnel. Afterwards, the branch trade union service supervision team and the external professional service inspection agency, based on this, through the method of unannounced visits, quantified the inspection results, and carried out civilized and high-quality service competition activities among the business organizations within the jurisdiction. It should be said that after 9 months of strict supervision, inspection and assessment, the overall quality and level of the Bank's window services have been significantly improved and improved compared with the previous year, specifically in the following aspects.

First, the service hardware environment of each business organization has been further optimized. The service facilities are more standard and complete, and basically meet the service requirements of the head office.

The hardware environment of the outlet service is not only the basis of service work, but also the concrete presentation of the external image and strength of the bank. After the new "Service Management Measures" of the branch was issued, the branch trade unions first organized all the business organizations under the jurisdiction, and comprehensively sorted out the service hardware facilities of the respective outlets according to the requirements of the "Service Specifications" formulated by the head office. And check. For the self-examination results reported by the banks, the branches also carried out a serious summary and classification, and actively communicated with the management departments of the relevant business lines, and removed some of the services that were added to the standards of the head office in line with the service standards of the provincial banks. At the same time, the branch is responsible for the unified ordering and distribution to the relevant outlets for the lack of most outlets, foreign currency exchange outlets and the distribution guidelines of the outlets of the outlets, so that the necessary service facilities of our business offices have been replenished in time. The service hardware environment of the whole bank has also been optimized and improved, and basically meets the service requirements of the head office.

Second, the service awareness of the employees of the whole cabinet has been significantly enhanced, the service etiquette has been implemented in a fair manner, and the service standards and standards formulated by the superiors are gradually becoming the conscious actions of the Windows employees.

Under the intensification of daily effective supervision and inspection by branches and branches, after 9 months of rigorous assessment, the service etiquette formulated by the head office has gradually become the overwhelming majority by the passive execution of Windows employees. The conscious actions of employees. In particular, it is necessary to raise the hand to welcome etiquette, which is a new service requirement put forward by the provincial bank to the staff of the cabinet. The implementation of this etiquette standard has also been a focus of the provincial and municipal service inspection work in 2019. To this end, the branch issued a guiding file for the implementation of this new standard several times. At the same time, it distributed the service etiquette demonstration feature film recorded by the head office for employees of all organizations for learning and reference. Through nearly one year of assessment and supervision, the etiquette has been transformed from a mechanical imitation of employees into a natural action.

Third, the first question responsibility system has been further implemented among the employees in the jurisdiction, "responsible for the customer", is becoming the basic service literacy of most employees.

The first question responsibility system is a new service work system that the provincial party committee has launched in 2019, and it is also a new service requirement put forward by the provincial party committee for all employees. In order to effectively implement the system within the jurisdiction, the branch hired provincial and provincial trade union professionals in time to carry out special systematic training for the backbone of more than 200 employees of the Bank. After that, the training was made into video CDs. All the lines are transmitted for all employees to learn and execute. For the implementation of employees, the branch also hired a professional service unannounced visitor to track it on a monthly basis, and criticized and penalized the offending employees. Up to now, the system has been effectively implemented in the Bank, and the business consultation that can be “hands-on” can give customers a satisfactory answer. Through the implementation and implementation of this system, the telephone etiquette and business knowledge of our employees have also been strengthened and upgraded.

Fourth, the quality of the staff of the cabinet has been improved. The service methods for different customers tend to be flexible, the experience is becoming more and more abundant, and the number of customer complaints is significantly reduced.

In 2019, the Bank accepted a total of 96 e-mails from the Provincial Bank's 95566 Customer Service Center, 10 letters of commendation, 3 business proposals, and 26 complaints, totaling 135. Of the 26 complaint letters, 24 were customer responsibilities and only 2 were valid complaints. This indicator is significantly reduced and disproportionate compared to 2019. It should be noted that during the period of the National Day holiday, the blueprint project was put into production, and the complaints were made by the whole staff, the Bank also achieved a gratifying result of zero effective customer complaints.

After nearly one year of service competition, the quality and level of service of all units have improved significantly and improved. Five institutions, including the branch business department, have won the honorary title of service gold medal unit or winning unit as the participating units of the provincial service competition organized by the provincial banking association. Chen Jun, a staff member of the branch business department, was also named as the civilized quality service model of the province by the Provincial Banking Association. The summary of the service quantification of each line from April to December 2019 shows that the Haicheng Sub-branch, the Daoxi Sub-branch and the three units of the Furnace Sub-branch have excellent results in competitions, ranking the top three in the summary table. In accordance with the relevant provisions of the revised “Administrative Measures for the Civilization and Quality Service of ** Branches”, the branch will commend the outstanding service staff and key management personnel of the above-mentioned units, and the specific commendation methods will be notified separately.

Throughout the service work of our bank in the whole year of 2019, although compared with previous years, the service management work has achieved some results and achieved some achievements. However, from the service requirements of the superior bank, we are in all service links. There is still a certain gap. Specifically reflected in the following aspects.

First of all, in the configuration of hardware service facilities, the one-meter line or one-meter line mark required by the head office service specification has not been equipped and implemented in almost all outlets of our bank.

Second, the implementation of Windows employee basic service etiquette needs to be further strengthened. In particular, the hands-on ceremony, some employees are also hard, with obvious signs of passive execution and perfunctory.

Third, the implementation of the three sections of the first-in-charge system of “handling”, “transfer” and “commitment” is uneven. For some customers involved in “transfer” and “commitment”, some employees It is still not completely in accordance with the institutional process, nor can it satisfy the consulting client.

Fourth, the frontline staff should accumulate and enrich the customer's experience in the cabinet, and there is still room for restraining the customer's effective complaints. Although the number of valid customer complaints in our bank was well controlled in 2019, the customer feedback from the customer service center throughout the year was carefully reflected in the 96 letter of inquiry, which also implied the factors and possibility of customer complaints. In the acceptance of the reply, there is a slight carelessness, and some customer consultations may turn into effective customer complaints.

It can be said that the above-mentioned service links still have some unsatisfactory points. The implementation of the service personnel is that there are still many people who violate the rules of service. According to statistics, throughout the year, the Bank detected 82 employees who violated the regulations and nearly 20 people were directly punished by the government. Among them, there were 9 leaders in the service of the punishment agencies and 10 employees who violated the regulations. For the service violation personnel, in addition to the corresponding economic penalties, the branches also imposed penalties on the cancellation of the qualification of the star-studded crew and the service model selection according to the relevant provisions of the Administrative Measures for Service Work.

Service work arrangement in 2019

In response to the problems in the service work of our bank in the previous year, combined with the new requirements of the provincial, provincial and branch party committees for this year's service work, the service management work of the 2019 branch is now arranged as follows.

I. Revise the Measures for the Administration of Branch Service Work, refine the standards for supervision and inspection, increase the penalties for violations, and continue to carry out civilized and high-quality service competitions among business organizations within the jurisdiction.

At present, the “** Banking Network Service Specification” recently revised by the Head Office has triggered the implementation of the entire jurisdiction. Provincial and municipal party committees have also put forward higher requirements for service management in the new year. In order to consolidate the service foundation of our bank, build the service brand of BOC, and promote the healthy and sustainable development of the branch business with high-quality and efficient services, the branch will re-revise the “Administrative Measures for Service Work” formulated in 2019, and accordingly Continue to conduct service competitions within the jurisdiction. According to the requirements of the party committee of the branch, the new method will appropriately adjust the competition items, further refine the service inspection standards, increase the punishment for the non-standard service personnel, and make the service supervision rules closer to the reality of the Bank. The new method will be revised in the near future and will be implemented at the March meeting of the Bank's service work.

Second, increase the inspection density of outlets, change inspection methods, expand inspection coverage, increase service violations, and enhance the fairness and objectivity of inspection results.

On the basis of the service inspection work in 2019, on the basis of the regular inspections of the original service supervision team and unannounced visits agencies, the monthly trade unions will also arrange special inspections for the hot items of the current service work, and incorporate the inspection results into the competition results. In order to make the service inspection results more realistic, reasonable and fair. In addition, since 2019, the branch will order the relevant units to rectify and rectify the rectification time for each issue, and has already reported the rectification to the branch in writing.

Third, combined with the training of the branch compliance culture, do a good job in training the frontline staff service standards.

This year, the Provincial Party Committee has listed the compliance culture as a major component of employee training. The relevant departments of the branch will organize centralized training for employees during the year. The branch trade unions will also take the latest service specifications of the head office as a training content and participate in it, with a view to continuously improving the theoretical quality of frontline staff service work.

Fourth, continue to implement the first-inquiry responsibility system to enhance the satisfaction of our customers.

In 2019, the Bank will always implement the first-inquiry responsibility system as a focus and center of the Bank's service work, and through monthly training and unannounced visits, monthly supervision, monthly assessment, and gradually put the system in Implemented and implemented in all institutions within the jurisdiction. After a year of hard work, the requirements of the first accountability system have gradually become the conscious actions of the staff of the whole bank. In the daily assessment, it was found that although most of the Windows employees can give a satisfactory answer to the questions that can be answered immediately, individual employees are not standardized when dealing with the business that needs to be “transfer” and “committed to do”. There is no strict implementation of the process requirements for the first question responsibility system. To this end, this year, our window service management work will continue to implement the first question responsible for production as a key task, and the first-inquiry responsibility system will also be called "transfer" and "commitment". Business as a focus. By continuously improving the service level of the staff of the cabinet, every customer who comes to our bank can truly feel the BOC attitude that is truly responsible for it.

5. Standardize the software and hardware standards for network services and unify the external service image.

At the end of last year, the provincial party committee put forward the work requirements for uniform service standards for the province's business outlets, and asked the provincial trade unions to organize personnel to inspect the province's outlets one by one. This work is expected to start in late February or early March of this year. . In order to respond positively to this requirement of the provincial bank, in the near future, the Bank will instruct the personal finance department to work with the trade unions, security, science and technology departments, etc. in accordance with the software and hardware specified in the “Marketing Sales Process Manual” issued by the provincial bank. Service standards, conduct a thorough and thorough inspection of all business outlets within the jurisdiction, check and fill in leaks, and rectify the service facilities that do not meet the standards according to the latest standards of the provincial bank, in order to first ensure the uniformation of the service standards and external standards of the Bank within the city. Service image.

The above is a comprehensive summary of the 2019 civilized quality service work of the branch, and the overall arrangement of the service work in 2019. The special report is to the whole bank. All units are required to organize their employees to study and do a good job in the new year.