2013 Bank Window Service Work Summary

In accordance with the work requirements of the branch party committee and the working arrangements of the branch trade unions throughout the year, according to the "Administrative Measures for the Civilized Quality Service of the Window Counters at Anshan Branch" formulated by the Bank, in the year XX, nearly 50 external departments of the 11 jurisdictions under the jurisdiction of the Ministry of Foreign Affairs The service status of the service window was tracked and evaluated monthly and continuously. I will summarize the service work situation last year.

First, the overall situation

First of all, in order to strengthen the supervision and inspection of window service work, the branch is equipped with full-time service supervisors and conducts regular inspections on a monthly basis. At the beginning of the year, there is also a professional service supervision agency hired. The unit's daily service status and service quality were unannounced, thus ensuring the objectivity and authenticity of the annual evaluation results.

Secondly, in order to improve the quality of our staff, especially the newly recruited employees in recent years, we will provide high quality and satisfactory financial services to our clients. In April last year, our department and the branch personal finance department and supervision The Internal Control Department and the Yintuo Sub-branch jointly compiled and compiled a booklet on the “Anshan Branch Personal Financial Business Knowledge Q&A”, which was distributed to various operating agencies, so that each counter staff had a manual, and in the subsequent service inspection, the employees were The mastery and proficiency of business knowledge is an important assessment content.

Thirdly, in order to effectively achieve the rewards and punishments in the service assessment, and in turn, provide a solid basis for the branch party committees to implement the employee reward and withdrawal mechanism. Since the beginning of last year, according to the monthly service inspection data, the Ministry also A “Windows Staff Service File” was established for each front-line window employee to keep a record of the service status of each staff member throughout the year. In this way, it not only strengthens the branch's detailed understanding of each employee's service situation, but also enriches the service evaluation information. Moreover, it also plays an active role as a staff member in the decision-making of the branch party committee.

Fourth, in the whole year of XX, the Ministry of the Ministry of China organized nearly 300 supervision and inspections for nearly 50 savings outlets under the jurisdiction of 11 operating agencies. The inspections were conducted in such a way that the unannounced visits were crossed. The coverage of the monthly outlet service check is nearly 100%. A total of 8 service briefings attended by the members of the branch party committees and the heads of the organizations were held throughout the year. The monthly service status of each institution was continuously reported and summarized. The strengths were affirmed, the shortcomings were pointed out, and the operating agencies continued to improve and upgrade. In the process of service quality of outlets, it has played a role of supervision and promotion.

Second, several aspects worthy of recognition

In XX, the work of the window service of our bank was highly concerned by the party committee of the branch. Thanks to the careful guidance of the leaders of the branch committees and the support of the top leaders of the organizations, after the joint efforts of the frontline staff of the whole bank, last year, the service work of the Bank, both in terms of service efficiency and service level, has been significantly improved and emerged. The West Branch, Tiedong Sub-branch, and Jiefang Road Branch have three service competition winners. Not only won the approval and recognition of the provincial trade unions, but also won the praise and praise of the vast majority of customers. It is embodied in the following aspects.

First, XX years is the Olympic year of our country. In accordance with the unified requirements and careful deployment of the provincial and provincial banks on the Olympic financial services, according to the details of the Bank of China XX Olympic Games Service Series and the Olympic Financial Services Contents and Scoring Criteria, the Bank will timely implement the Olympic Games. Service tasks are decomposed within the jurisdiction, implemented into people, and fully implemented and implemented. With the successful conclusion of the Olympics and Paralympics, the Bank also completed the various service tasks during the Olympic Games without any mistakes and mistakes. Although we live in a non-Olympic host city, we have contributed directly or indirectly to the success of the Beijing Olympic Games.

Second, after one year of repeated supervision, inspection, competition, and competition, we found that employees of the whole bank are gradually establishing a new modern service concept. In the management process, managers at all levels have already seen the economic benefits through service work, and in the daily work, the service work is truly equated with the business work. Most of the tellers in the first-line window are gradually changing from a passive service to a service conscious. They not only focus on improving their service skills, but also continuously develop service innovations, and begin to pay more attention to the quality and connotation of services. It is precisely because of the hard work of all the staff of this year, the service of our bank will regain the former style and re-establish the gold medal image of BOC service.

Third, in the past year, under the premise of continuing to pay close attention to the soft and hard environment and conditions of window services, the Bank has also given unprecedented reinforcement to the quantitative assessment of service work. The star teller card used by the counter personnel, as a tool that truly reflects the basic situation of our personal financial business and the satisfaction of private customers with our services, has never been paid enough attention by frontline employees in service evaluation. In the middle, it did not play its due role. Because it has the objective reality of reflecting the business and service work, it can avoid the mistakes and biases of the manual review. Therefore, from the beginning of the service competition in XX, we will use the use of the star teller card as a service for each institution. An important indicator. Moreover, from the beginning of the assessment, this indicator has become the heaviest weight for determining the ranking of each participating unit. This cannot but quickly attract the attention of leaders at all levels. All the tellers have begun to give new insights to this instrument that was regarded as dispensable in the past work, and consciously and actively use it in daily work. After the one-year service competition, we can clearly see that the use of Star Staff's Stars has been greatly improved. The service and business volume data reflected from the beginning of the year is staggering. Uneven, by the end of the year, all the data indicators have been greatly improved. This not only provides a hardening standard for our department's annual service assessment, but also provides the most reliable basis for our annual star rating staff assessment.

Fourth, last year, the Bank received and accepted 216 pieces of investigations, suggestions, commendations and complaints from 95566. Among them, there were 110 letters of inquiry, 7 letters of recommendation, 61 letters of commendation, and 38 letters of complaints, of which less than 20 were valid complaints. It is worthy of recognition that, in terms of the number of complaint letters that best reflect the customer's satisfaction with our services, compared with xx years, in XX, the number of customer complaints of our bank has dropped significantly, which directly reflects the window of our bank. Service levels and quality of service are increasing. In particular, it is necessary to raise the number of letters of commendation from the 95566 service hotline to the staff service of the Bank through the 95566 service hotline. The number of letters in the year is 61, and in xx years, the item The data indicator is almost zero.