Work Summary > Financial Work Summary

Summary of personal work of bank cabinet personnel civilized service

I am very glad that I can have such a good working environment and working conditions. At the same time, I have set my own work goals with high standards and strict requirements: I strictly demand myself, constantly strive to improve my professional skills, and constantly expand and expand my business knowledge. We provide services to every customer in a cordial and fast manner, and become a versatile player with solid basic skills, comprehensive business knowledge and calm service standards. The practice in the past few years has also enabled me to truly understand the true connection of services, understand the connotation of services, and know that only the skills and hard-working business knowledge can master the skills and procedures of the service and improve their ability to analyze and deal with problems. Continuously improve service quality and service level, thus achieving the "accurate, efficient and fast" service concept, enhancing customer satisfaction and loyalty, thereby winning the trust of customers, and thus winning more and better in the fierce market competition. business.
First, smile is the introduction of civilized quality service.
Smile, a kind of expression of self-confidence, is a silent language. She conveys friendly messages. She is the richest, most infectious and most conquering expression in people's interactions. The counter is the window of the bank. The mental outlook of the counter staff represents the management level and image of the bank. The smile is the window of the employee's mind and is the effective display form of the professional style. Only with a heartfelt smile can we communicate with our customers in the most sincere and effective way.
Compared with young and beautiful colleagues, I don't have the congenital favorable conditions, but I believe that "the heart is born," only the heartfelt smile is the most attractive, can pass a sincere heart to the customer, use me to send The inner heart is full of sincere smiles that win the trust of every customer, to warm the hearts of customers and win the trust of customers. I know that the customer is a valuable resource of the bank. With the customer, we have our existence. The service is the basis of the bank's operation, the source of the bank's benefits, the soul of the bank, the life of the bank, so no matter how much work pressure, Still tired of work, or busy with the troubles of the family until late at night, can not put on an unhappy face, because this will make customers feel that he is an unwelcome person, will cause customer suspicion and dissatisfaction, invisible Many customers will be turned away. After a customer came to our bank for several business operations, he told us that he had done business with many banks across the country. In contrast, Huaxia Bank employees gave him the best impression. My sincere and natural smile made him I feel very cordial and have a feeling at Huaxia Bank. Although their units are now moving closer to other banks, he is still willing to come to the Bank to handle business and become a loyal customer of the Bank. In fact, in the daily work, whenever I look at the eyes of the customer, it seems that I have to face the "examiner" every day. How much I have done means how many impressions the "examiner" can give me. It means that he will decide how to treat me in a different attitude. The attitude of the customer towards me is actually a mirror of my own words and deeds. I can’t look at the mirror, but I want to reflect more on myself in the mirror. Where is not good enough, where needs improvement. However, it is very difficult to make all customers satisfied with their work, but I know that in addition to being dressed neatly, civilized, and preparing for work before class, smile is a weapon that is invincible and maintains a good attitude. , to develop a habit of smiling, and not only to smile myself, but also to make our customers smile, so that even the first time to Huaxia Bank to handle business customers feel cordial, while bringing happiness to others, I I can also be happy from it.
Second, skills are the basis for improving service levels.
The old saying goes: "If you want to do something good, you must first sharpen your weapon." The front-line employees of bank outlets, without their excellent business skills and skilled operation skills, can not provide customers with perfect and efficient services, and they can not do their jobs. Before I entered Huaxia Bank, I was not a financial practitioner. I have not worked in economics. Banking is a new sky for me. Therefore, I attach great importance to strengthening the learning and improvement of business skills. I know that skills are improving services. The foundation of the level, only master the skilled business skills, can be handy in the work, better to provide our customers with convenient, fast and accurate services; in order to improve work efficiency and win the trust of customers.
It is difficult to have enough time to practice skills within eight hours of work, so I used the noon break, evening, and rest days to practice, and insisted on the principle of “what is missing, what to make up”. I used to be fast and not accurate enough. High, I insist on using ten minutes and twenty minutes every day to practice newspapers and books, and I firmly believe that one day, "iron bars can be ground into needles." There are no shortcuts for counting money. Only by performing every fine specification exercise, performing numerous mechanical repetition trainings, and combining heart, mouth and hands, can improve speed and accuracy. I know that we must hurry up all the time, strictly demand ourselves, develop the habit of long-term study, and adhere to the spirit of not being afraid of suffering, not afraid of being tired, not afraid of the complex, in order to develop skills. Only by practicing basic skills can we improve the speed of handling business.
Third, knowledge is a strong guarantee for improving service capabilities.
People are often accustomed to understanding services as attitudes, that is, good attitudes mean good service. In fact, the service has its deeper connotation. The service provider must have good professional knowledge, compliance and compliance, and understanding, accurate, efficient and efficient service skills. Knowledge is the strong guarantee for improving service ability. .
Good professional knowledge comes from the usual study and daily practice. I am very focused on combining the knowledge I have learned with the actual work, improving my work at work, improving my work, and realizing my work. With the principles of “learning, interrogating, deliberating, arguing, and defaming”, we must listen, learn more, do more, and think more in our work. Listen to the teachings of the master and the leader; learn the operation techniques of the master when dealing with the business; be cautious when doing business, pay attention to the links and details that are easy to make mistakes, immediately ask the master when encountering difficulties and problems, solve the problem in time for the customer, and make the practice make perfect After you finish your business, think about why you do it now. Is there a better way? This will make you finer and better. Improve the theoretical level in learning and accumulate practical experience in practice. With the psychology of seeking newness, seeking change, and learning, we must do one line, love one line, drill one line, and one line. Our company is located in the furniture market. Furniture bosses are accustomed to clearing transactions in cash. They cannot understand the insecurities of large amounts of cash, and they are contrary to the relevant regulations of the People's Bank of China on strengthening large-scale cash management. Therefore, I use what I have learned in time. Introduce local payment to them, choose to open the promissory note, and choose to send off-site wire transfer in different places, which is convenient and fast. At the same time, try to open a unit settlement account to handle related settlement transactions. The work of the bank changes from time to time. Every day, new things appear and new situations occur. This requires us to work hard to change ourselves, better plan our goals, learn new knowledge, and master new skills. Adapt to changing work objectives, improve service quality, and meet customer needs. The needs of customers are both a pressure and a motivation for me. I took my spare time to participate in the accounting major, and I got a bachelor's degree in accounting in XX, and enriched and armed myself with knowledge, which provided a strong guarantee for the improvement of service skills.
Fourth, communication is an effective means of doing a good job, understanding the customer, this is the foundation of good service. If the customer is satisfied, he will pass his joy to others; if his mood is extremely bad, he will also confide the cause to others. This effect is not a simple addition or subtraction, but a diffusion in the form of n-th power. Among the small details, it reflects not only me, but the overall image of our city branch. Therefore, in the work, I often observe and experience the customer's mentality and the specific service needs from the perspective of empathy, in good faith in exchange for the customer's true feelings, from the customer's point of view, think about what the customer thinks, urgency, and strive for the customer. Do your best to work best. Many of our customers in Xiangcheng Sub-branch are far away from our trip. They spend a lot of time on the road every time they come to the business. Whenever they meet these customers, I change positions to understand the customer's mentality, so every time When the second customer comes over, I will give sincere greetings, patiently and meticulously listen to the customer's service demands, complete the relevant business as soon as possible, and at the same time think of some details that they did not expect, remind them, for example, some customers have a rare time to come, No customer is required to take the initiative to submit all the household statements, quarterly settlements, and bills for settlement of business receipts to the customer in a neat and complete manner, eliminating the round-trip time of these customers and providing them with convenience. Give them a good impression of Huaxia Bank's window service, and let them feel that it is the right choice to go to Huaxia Bank to handle business. It is a kind of service enjoyment.
I know that to do this, we must also strengthen communication and communication with customers, and learn more about the basic situation of customers. When the customer is telling his needs, be a loyal and loyal listener and listen carefully to the customer's needs. Starting from the customer's service needs, combined with the operational rules of the business, timely communication and coordination of conflicts between requirements and system specifications, timely and reasonable advice for customers, and strive to provide customers with a full range of services, as far as possible to obtain customers Unexpected service. If our company is in the furniture market, customers will have a large amount of cash business deposits every day. According to the payment habits and contractual agreements of the furniture industry, it is generally accumulated after a certain amount of money, so they mostly save it on a lively basis. . Once, a customer came to consult how can I get more than the current income on the basis of convenient payment. After listening to his request, I will introduce Huaxia Bank's newly launched seven-day linkage notice deposit variety to the customer. Accepted, has become our loyal customers, and has introduced the relevant merchants to our bank to handle this business.
In the face of customer complaints, listen calmly, carefully analyze the reasons, study solutions, and explain with sincerity and understanding. Regardless of the processing results, take the initiative to answer, avoid causing customer complaints, and learn to use some of the emergency response techniques, such as "handling the mood first, then handling things." We have a furniture store customer. He urgently needs to raise cash to go to other places to apply for deposits in different places. When he tells him that he needs to make an appointment in advance, he is very excited. He provides him with an understanding and analysis of the existing business of the bank. After a large amount of remittances, the customer received the payment quickly and shipped it in time. The customer said thank you. Thanks to the customer, I deeply understand the deep meaning of the service concept of “Integrity creates the brand, service weave the future”, and I am always proud of my position.
5. Unity is the intangible force that enhances the overall service image.
I know that being together and working together in the big family of Hua Xia Bank is a kind of fate. Colleagues help each other and work together. They must improve themselves and care for the growth of young colleagues and help them get into work roles as soon as possible. To give full play to the strength of the team, only the heart is the collective, the team is focused on, and the work can be done better. For example, the issuance of a promissory note business, the joint efforts of all positions, close cooperation, and concerted efforts to enable customers to complete business in a short period of time. For example, the relevant information on the expiration of the loan will be promptly fed back to the credit department, and the customer's service work will be implemented in line with the credit department to satisfy the customer. I believe that as long as everyone maintains team spirit, unite and help each other in their daily business, and think about it in one place, they will be able to do a better job and improve the overall image of Hua Xia Bank.
Sixth, satisfaction is the goal of unremitting pursuit of service work.
The high-quality service is reflected in every small business and subtle details. “There is no difficulty in the world.” I believe that as long as we have a heart, mind, sincerity, confidence, patience, and careful handling of the first business, we will receive every customer. It is possible to make extraordinary achievements in ordinary positions. Mining quality customers, retaining old customers, and fighting for new customers. According to the different needs of customers, differentiated convenience services and support services are provided to achieve the same quality of service. When dealing with high-end customers or old customers, we must actively call customers. If we can accurately refer to their surnames and positions, and express familiarity with customers, she will feel the importance of being attached, and then close the "distance", which may be shaped or Intangibly increase the business of our bank. For the new customers who are in contact for the first time, they must actively and eagerly and accurately do every business, leaving a good impression on the customers, and generating the internal impulse to go to Huaxia Bank to handle related business next time. A female client came to our bank for deposit business for the first time. According to the amount she deposited, she observed her words and deeds. She knew that she often traveled all over the country. She recommended the Huaxia Beauty to this client. The health card is accepted by the customer. After a few trials, especially in the case of non-payment for off-site withdrawals, she was very satisfied and introduced the good little sisters to the bank to handle the beauty card.
I believe that only in the usual work, we will establish a solid concept of quality service, master the quality of service skills, and take the initiative to capture high-quality customer information. By conducting business discovery and identifying high-quality customers and proactively reporting, we will further develop the customer for the president or account manager. The perfection, tracking and maintenance work is convenient and may achieve 1+1>2 effect. Therefore, the quality is reflected in every small business and subtle details. The quality is reflected in the sincere communication and communication with customers. The quality is reflected in the harmonious interaction with the internal departments, colleagues and leaders.
In the vast sea of ​​**Bank, I am just a drop of tiny water droplets. Treating people with sincerity and doing things seriously is the character and principle of doing things that I will never change. Although I still have many shortcomings in my work, I will In the future work, we will strive to improve and improve, earnestly implement the "customer first, service first" thinking, adhere to the "credit first, customer-oriented" service principles, warm service, courteous hospitality, and through their own continuous efforts , learning knowledge, sincerely solve problems for customers, provide quality services to customers, and reflect and sublimate the services of banks in the work. I will try to work with many excellent people to write a new chapter of the bank's beautiful and beautiful.

recommended article

popular articles