Summary of the service work of the banking union in the first half

At the end of last year, in order to continuously improve the quality of our window service and establish a gold medal image of the bank's first-class service, the branch has formulated the “Measures for the Management of Quality Services for Windows Counter Civilization”. This year, it is the first year of the service competition of all the Windows units of our bank in accordance with this management method. Currently, the competition in the first half of the year has ended. Below, I will make a summary of the service work at this stage.

First, the main achievements of service work in the first half of the year

1. In the first half of the year, in order to truly implement the "Service Specifications" formulated by the General and Provincial Banks and effectively improve the external service quality of each business window of the Bank, the Branch not only instructed the Trade Union Service Steering Group to conduct on-site inspections on the service status of each unit on a regular basis, and In addition, we also hired professional institutions to conduct unannounced visits and follow-ups on the service work of the Bank. In the process of service inspection, not only pay attention to improve the regular quality service level of Windows employees, but also pay more attention to the improvement of the connotation of employee services. It can be said that with the increasing supervision of the service work of the branches, with the continuous development of various tasks in the Olympic service year, the overall service quality and service level of the Bank have shown a steady upward trend. Through the quantitative assessment form of our service work in the first 6 months, we can clearly see that the comprehensive service performance of each unit has shown a monthly upward trend. The data reflected in the June assessment form reflects the highest level of service work in the first half of this year.

In the first half of the year, the Bank received a total of three special inspections of service work from the Provincial Banking Association and the Provincial Service Supervision Team. All of them received the approval of the superior units and achieved satisfactory results.

In addition, in order to quickly improve the theoretical quality of employees' business, the branch trade unions, in cooperation with relevant business functions, timely printed and prepared the "Personal Financial Business and Bank Card Business Knowledge Q&A" simple reading book, and issued the full-fledged Windows staff. In order to improve the service evaluation system of the whole bank, the branch trade unions also established a complete and standardized front-line employee service file based on detailed service inspection data, thus, for the branch party committee to comprehensively integrate each window employee. The assessment provides a true and objective basis.

2. Last year, the Bank’s service evaluations of the second-tier branches organized by the provincial bank were not good and the rankings were backward. One of the main reasons is that the use of star-rated teller cards by our employees is not standardized, and the data reflected therein is not true. Since the beginning of this year, in order to reverse this embarrassing situation in our system and give full play to the quantitative assessment function of the star teller card in the service work, the branch will not only urge the window staff to standardize the use of the star teller card as a service routine inspection. The main work of the project is to use the data in the star teller card as an important indicator in the service competition. After six months of uninterrupted spot checks and tracking, the use of the star-studded counters of most of our employees has changed from passive to active, from non-standard to normative, and the ratio of service data reflected in the market has improved significantly. It can truly reflect the daily workload and service quality of our bank.

3. In the first six months of this year, the branch received a total of 99 customer consultations, consultations, complaints and praises from the general and provincial customer service centers. For the above-mentioned numerous numbers, the complicated customer letters, the cadres and staff of all relevant units, no matter how nervous their work, no matter how extreme and rigorous their opinions, can actively cooperate with the branch trade unions , giving each letter customer a warm and detailed A satisfactory reply. This painstaking work has not only been affirmed by the provincial and provincial customer service centers, but also satisfied every customer; not only did not allow any complaints to expand, but also won a customer first for the Bank. Good reputation. In particular, in the first half of the year, with the rapid improvement of the service quality of our bank, the praise letters sent by the superior customer service center are also increasing. These praise letters from customers reflect the recognition of the customer's service work on the one hand, and on the other hand, the service work of the Bank has been well received by the superiors and expanded the visibility of the Bank.

Based on the above situation, the branch believes that in the first half of the year, compared with previous years, the Bank's various service work can achieve some satisfactory results, but it is due to the following two reasons.

First of all, it is the service work that has really received the attention of leaders at all levels of the Bank. In particular, it has really received the attention of the top leaders of all units. Leaders at all levels truly see benefits from the service and can truly equate service work with business operations. For example, the branch* president and all party committee members, regardless of how busy the business is, will also take half a day to participate in the service competition briefing every month, and provide timely guidance to the Bank's service work at each meeting; Overcoming the shortcomings of the service work, the quality of the Windows staff is uneven, the president of the Tiedong Sub-branch and the Governor of the Daoxi Branch have invited the branch service function department to the branch to serve the staff. To do on-the-spot guidance; in order to quickly improve the various statistical indicators of the Bank's star-studded counters, and reverse the unfavorable situation of the low rating of the teller's card, the president of the Jiefang Road Branch and the Governor of the Yongchang Branch specifically instructed The person to the branch trade union to learn the operating procedures and the use of the star-studded staff card; in order to enable the complaint customer to get a more satisfactory answer, to avoid unnecessary silver disputes, the director of the branch business department has repeatedly worked with the staff Make feedback and explain the complaints to customers, and so on.

Secondly, the enhancement of service awareness of front-line employees and the continuous improvement of service quality have also promoted the substantial improvement of our service level. Through the recent unannounced visits to the service of Windows employees, we found that for the service etiquette formulated by the superiors, the employees have changed from passive acceptance to today's subjective consciousness, and are gradually becoming a professional habit.

Second, several aspects of service work to be improved

1. The details of civilized and high-quality services such as costumes and language used by Windows employees have yet to be improved.

2. The theoretical literacy of front-line employees, especially those newly recruited, needs to be improved.

3. The use of star-rated teller cards for individual units and individual employees is not standardized enough.

4. The customer complaints caused by the service are still high, and the flexibility of employee service needs to be strengthened.

In addition, in view of the excessive number of praise letters in the first half of the year, the scores approved by the branches in the service competition for the praise letters were too high, which affected the evaluation results of the service competition of the Bank to a certain extent. After research, the branches will serve the competition from the second half of the year. The customer's praise letter is adjusted by 2 points for each plus 0.2 points for each.