Industrial and commercial e-banking personal work summary

From XX to the VIP line of ICBC, after two years of continuous efforts, it has become the backbone of the business team. In the days of working in e-banking, I was able to focus on my job and treat every customer seriously and sincerely, sincerely, docilely, patiently and patiently, with the satisfaction of our customers, step by step and steady improvement. Your own level of business knowledge.

As an employee of the Industrial and Electronic Banking Center, I am very passionate about my job and I know its responsibility. Now as a VIP line employee, I am more conscientious in complying with every rule and regulations and carefully implementing it. Every workflow, keeping in mind the standard language, provides satisfactory service to quality customers. In this year's work, I also constantly summed up the characteristics of the localities, such as: street names, or customer accent problems, through the accumulation of today is now very good communication with customers, encountered language during the call Obstructing the problem, I will first pay attention to listening, properly interrupt the customer to win the entry point, avoid directly telling the customer that they are in Beijing, etc., so that the customer has a sense of distance and has nothing to do with solving the problem. If you encounter problems that cannot be answered accurately, report them in time, or record the electronic register, avoid intensifying customer sentiment, causing negative impacts such as complaints, and minimize the contradiction as much as you can to appease customer sentiment and truly help customers solve problems. the problem we are facing.

During the year, I also felt that the VIP line is constantly growing. From the sudden increase in the volume of calls, the diversification of daily business acceptance, I am under great pressure, but at the same time, I also shoulder the challenge. Always spur yourself, you are an old business representative, an old agent, in a group to play an exemplary role, the indicators are close to qualified, the call quality is 100 points per month, it is necessary to actively unite the group Internal staff, sharing the work of the team leader, everyone progress together, I think, in the past year, these "I want" I did, but I will not be proud of it, because I found my weaknesses in time, learn from each other's strengths In order to get another progress.

For the new year, the service focus of the VIP line has also been adjusted a lot. On the basis of the service can not be neglected, the requirements of various indicators are more clear. For example, the effective control of the length of the call is very weak. The old business representatives who have worked for five years are very embarrassed. Sometimes, there is still no clear organization in answering the business, which is easily restrained by customers and affects the call effect. In the new year, I set new goals for myself. For the same question, let me see how other excellent team members answered. You can use leisure time to discuss together. How should we focus on the hot issues of customer consultation? Quickly answer, reduce the length of the call, communicate with the team leader and the old business representative from time to time, find the business book, learn new ideas from the new business representatives, and judge yourself and strive for a little bit every day. progress.

At present, everyone will summarize the hot issues of customer calls every week. I also recommend that such services can be frequently maintained in the SMS template, which can reduce the duration of the call again, but at the same time, as the SMS template increases, the agent is in the process of the call. It is very inconvenient to find. It is also suggested that you can enter the keyword or search method to optimize the SMS template again, which is convenient for the agent, so as to help the customer quickly, and also reduce the duration of our call, and kill both.

At present, the number of calls, call duration and other indicators will be ranked differently every day. This method can inspire everyone, because everyone is willing to be in the forefront, but whether you need to consider those who do not meet the standards, in what way to improve? If you don't find the reason, you will definitely have the idea of ​​breaking the can. In this regard, I suggest that for good recordings of excellent employees, you can learn together. Excellent agents can share some personal summary experiences, print them into small cards or extract them. In the morning morning training, we have a reference. For a recording below four stars, you can discuss it together, or how to find the answer to the same question, shorten the length of the call, etc. Sometimes the customer asks us to answer one sentence. It is very passive. Can it be straightforward and active, win time, and solve the real problems of customers.

The new year has arrived. In the days to come, I will establish a new service concept, strengthen my business learning, improve the quality of business, personally obey the collective, take care of the overall situation, and do my job well. Everyone treats each other with enthusiasm, enhances team awareness, creates and maintains a harmonious working environment, and strives to achieve the common goal of the VIP line for the new year. Think of the customer's thoughts, the urgency of the customer, not annoying, all customer satisfaction as the center, to work well and serve as the purpose of service, VIP line is not the best, only better.