Bank quality service summary

In the past April, it was undoubtedly a good harvest for the Chengdu branch of xx Bank: the head office successfully entered the A-share market, and the Chengdu Branch won six awards in the “XX Financial Springs-China Financial Management Festival”.

In the eyes of xx people, the competition in the financial industry is essentially a kind of credibility competition and service competition. Whose reputation is good, whoever has good service, who can better adapt to the needs of customers, who can occupy more markets. To provide customers with quality, efficient and fast service, and establish a good service reputation is the inherent need of xx Bank to comply with market competition. Since XX, XX Bank Chengdu Branch has made a fuss about the creation of service quality, through innovative service system, deepening service connotation, strengthening service management and other series of measures, continuously improving service level and improving service quality, and making service quality of the entire business network. The creation work has achieved remarkable results.

Each branch has a service quality person in charge

Xx Bank Chengdu Branch adheres to the spirit of “creating first-class service and striving for first-class bank”, attaches great importance to service quality work, and regards it as an important task to grasp the situation well, from organizational guarantee, system arrangement, personnel training, inspection and supervision. And so on to carry out service quality construction.

Since XX, xx Bank has organized a conference on the regulation of service throughout the country, unified thoughts and understanding, strengthened the accountability system, put forward clear requirements, and established a “Quality Service Leading Group” at the branch to be responsible for the promotion of service quality. The branch has determined the service quality management person in charge, and manages the service quality of the outlets. The head office has 95558 customer service center, which specializes in accepting customer complaints and suggestions, and has formed a long-term retail relationship with the head office, branches and sub-branches. Bank service management system.

Improve service Regularly organize employee training

In addition to earnestly ensuring the organization and guarantee of civilized and high-quality services, in terms of institutional arrangements, Chengdu Branch not only timely forwarded the civilized service related files of the Sichuan Provincial Banking Association, but also strictly implemented the “xx Bank Retail Banking Service Quality Management Method” issued by the Head Office. Bank Retail Customer Service Guide and other systems, and in combination with the actual implementation of the "XX Bank Chengdu Branch Countertop Standardized Service Management Measures" "xx Bank Chengdu Branch "Quality Service Flow Red Flag" Selection Method" and other series of files, effectively guarantee the full jurisdiction Standardize the service work smoothly.

In terms of personnel training, the bank started the XX staff, lobby manager, account manager and other front-line personnel to carry out the “xx Bank Service Quality Standards Manual” and held a number of standardized service etiquette and service skills training. Continuously strengthen the staff's business quality education and service ability training. Every month, the bank will select service stars and guide other employees to strengthen their services.

Mystery shoppers visit the outlets to rate employees

Improving the service alone is far from enough. In order to enhance competitiveness and highlight the xx brand, xx Bank launched a mysterious customer visit system in May XX, entrusting a professional service consulting company to manage the 14 outlets from the business environment, grooming specifications, standardized service specifications, etc. Conduct actual monitoring.

After going to work every day, some of the xx bank outlets will always have some seemingly ordinary customers. Among them are young men and women in their 30s, students in school under the age of 20, and seniors in their 60s. Some of these customers will deliberately challenge the counter staff, and some will pretend to know nothing about it. In fact, they all have a common identity - mystery customers. They will sneak a score for the internal layout of the outlets, as well as the service skills and service attitude of the employees.

Through the on-site monitoring of the mysterious customers, the Chengdu Branch of xx Bank will report the inspection results every month, summarize and analyze the problems existing in the service of the outlets, punish the employees who are not in service, and urge the relevant outlets and personnel to immediately rectify. In the past year, the overall service level of xx Bank has been significantly improved, and the awareness of retailers' service in each business outlet has been continuously strengthened, and customer satisfaction and loyalty have been enhanced.

“xx service, progress every day”, service quality construction is a long-term and continuous strategic work, and the bank will always work hard. According to the arrangement and deployment of the China Banking Association, from May 12 to June 12, the Chinese banking industry will organize the “Civilized Service Month” activity, xx will take this opportunity to strengthen the service quality system construction and enhance the service of employees. Consciousness, motivate employees to continuously innovate services, continuously expand the connotation of services, gradually strengthen customer relationship management, promote the development of its services to standardization and standardization, and ultimately achieve a win-win situation for banks and customers.

Service environment, new look and debut

On May 9th, the Qingjiang Road branch store was re-made after the re-production, and became a beautiful landscape on the street of Qingyang District. This is also the thirteenth branch store resort recently transformed by the branch.

XX Bank Chengdu Branch has 14 outlets, mainly distributed in the bustling business circle with developed economy in the urban area, and is adjacent to many Grade A office buildings. It has dense population, developed transportation and occupies a good commercial port. The Chengdu Branch recognizes that providing a standardized service environment, building a good external image, and bringing pleasure to customers is also one of the contents of quality service.

Since July XX, the branch has started to carry out the shop recruitment transformation of each outlet. The re-made branch store recruits the new vi-painted light box with red and white characters. It is neat and tidy, and has a strong three-dimensional effect, which improves the distance and visual distance. The angle, the night lighting effect is remarkable, the visual impact is strong, effectively establishing the good brand image of xx Bank.

In order to create a comfortable environment for customers, all outlets now offer free candy, mineral water, newspapers, fashion magazines, reading glasses, etc., and always pay attention to changing seats. In addition, they also added a stock inquiry machine, and together with xx securities opened a bank transfer business, and equipped with a professional securities analyst, to guide the customers concerned about stocks.

At present, xx Bank is preparing to purchase retail professional branches in Shuangliu, Qixian and Wenjiang while planning to increase investment in self-service equipment. Starting next year, the bank's outlets will continue to develop into Mianyang, Yibin, Leshan and other cities, allowing xx Bank's service sector to be broader.