Experience of improving bank operation service 2022 (1) With the increasingly fierce competition in the financial industry and the diversification of customer demand, high-quality service has become the main condition for rural credit cooperatives to win social reputation, the main way to win customers, the main means of foreign competition and the main way to make profits. Rural credit cooperatives are called "grass-roots banks" and are banks owned by ordinary people. What we have to do is to be the most intimate, reassuring and worry-free financial institution for ordinary people, and repay everyone with service, better service, excellent service and perfect service. Of course, this requires the efforts of each of our employees.
The image of employees is the first "facade" of rural credit cooperatives. Counter is a bridge between rural credit cooperatives and customers, and it is the beginning for customers to really understand rural credit cooperatives. Clean and uniform clothes and generous and warm greetings will leave a good first impression on customers. Every employee is a "service point", and multiple "service points" form a "service surface", which will reflect the good management level and brand-new mental outlook of rural credit cooperatives.
As an ordinary employee at the front-line counter, in order to win the praise and trust of customers, we must do the following in our daily work:
First, be strict with yourself and be willing to give.
As a party member, we should always be strict with ourselves in our work, be diligent, be not afraid of hardship, fatigue and trouble, and strive to do good deeds and practical things for everyone. As a front-line teller, we should do a good job in counter business, proceed from our own work reality, and put into work with a good sense of overall situation, innovation and responsibility; Facing our customers with excellent service; Reward the cultivation and high hopes of the party organization with excellent results. Keep in mind the Party's purpose of serving the people wholeheartedly, always maintain the advanced nature of party member, and always take customer satisfaction and dissatisfaction as the working standard.
Second, keep in mind the service concept of "all for customers, perfect service"
Customer resources are of great significance to the survival and development of any bank, and providing quality service to customers has always been our motto. Abide by labor discipline, insist on going to work on time, take two hours off work or sometimes take advantage of loopholes, and be late for work, which will affect the business of one of the counters. In the details of service work, customers come to handle business, and always "welcome when they come, answer when they ask, and send them when they leave", so that quality service works in the hearts of customers.
Third, establish the ambition of lifelong learning and study business knowledge seriously.
Without excellent business skills, you can't do your job well. You should strengthen your study, study the documents issued by the Associated Press in various periods in time, guide the internal control system, and master the microcomputer operation. This is not only the basic premise of providing customers with fast, accurate and thoughtful service, but also ensures the smooth development of the work and improves the overall efficiency of the work.
Fourth, based on their own duties, strive for first-class performance.
Deposit is the foundation for the survival and development of rural credit cooperatives. Front-line counters should actively collect information, master the daily capital flow trends, summarize all kinds of information in time, and vigorously expand intermediary business, online banking, e-banking, inter-bank remittance and other payment services, especially the "verification of the authenticity of individual RMB bank deposit accounts", which should be treated seriously and correctly to ensure foolproof and smooth progress. These are based on providing customers with standardized and high-quality internal quality, creating external image and providing standardized services, so as to establish a good social image of rural credit cooperatives and enhance the competitiveness of the industry. As a member of rural credit cooperatives, I strive to improve my business and service level, strictly implement various rules and regulations, do a good job in supervision and inspection, and make my due contribution to establishing a good social image of rural credit cooperatives.
The standard of counter service is always the work ethics of tellers and the requirements of customers. Only by establishing a good service phenomenon can we win the praise of customers. At present, our tellers operate every business under the monitoring system. As long as there is no mistake in operating according to the rules, they firmly establish the consciousness of "safety is benefit" and "responsibility is more important than Mount Tai", regard case prevention and control as the top priority and the most important thing, and strive to build a long-term mechanism for case prevention and control from the ideological, institutional and regulatory aspects to ensure the safety and stability of rural credit cooperatives and vigorously promote the rapid and healthy development of various businesses.
Improving the experience of bank operation service 2022 (II) The Bank always adheres to the tenet of "service comes from true feelings" and provides intimate services to customers. In this process, smile plays an indispensable role. As front-line service personnel, ordinary posts and ordinary jobs, in order to make every customer feel the quality service of our bank, colleagues insist on treating every customer with sincere smiles every day. Although we sometimes meet unreasonable customers, we always insist on patiently explaining to customers with a sincere smile, so that customers can truly feel our real service.
An article once said: service is the purpose of life, service is a virtue and a pleasure; By serving others, you are affirmed by your self-worth. Through my own personal experience as a lobby manager, I have a certain understanding of the service. The seemingly ordinary and ordinary lobby service itself contains rich connotations and values. Just like when I associate with strangers, I like to ask them where they are from first. I feel that people in every place have the characteristics of people in every place, so that we can communicate better after understanding.
The business department is the window of the bank, and the small window reflects the overall appearance and credibility of the bank. I remember an economist once said, "No matter how humble your work is, you should give it the spirit of an artist and be extremely enthusiastic." Everyone knows that dealing with customers directly is tiring and tedious, but I like this job and I like to see customers' expectation and satisfaction. I like to see the surprise when customers get unexpected gains under our advice; Satisfied with the sense of accomplishment gained after adhering to the principle of ensuring the interests of banks and customers. However, due to the lack of hardware facilities, we often have to make up for it through manual services, and we also have to accept the venting of customers' dissatisfaction when they fail to achieve their goals ... In short, all kinds of people come and go alternately, exchanging sincere services for customers' true feelings and making our work vivid and colorful. Sometimes you will meet many unreasonable customers. At this time, the "smile" service is particularly important. Perhaps a simple smile can resolve the original anger of customers.
I remember a story in which an angry customer shouted loudly and a colleague greeted him with a smile. As a result, someone asked him, what are you laughing at? What's so funny? Colleagues' answers are witty and ingenious. Teacher, smiling service is our basic service principle. The awkward atmosphere was quickly resolved, and the atmosphere changed from dignified to relaxed. I think most customers' anger will disappear when we are sincerely worried about the problems our customers encounter and sincerely help them solve their problems. Smiling can not only shorten the distance between people, but also be the most favorable weapon to resolve contradictions. Sincerity can be passed on. As long as you treat others sincerely, others will feel your sincerity. Isn't there an old saying, smile and be ten years old? While we are happy to work, we are also happy physically and mentally. Enthusiastic service to customers, because we not only represent the image of outlets, but also represent the image of the whole bank.
With the continuous upgrading of service concept, from "banking service" to "serving banks", the service concept and level of banks are undergoing qualitative changes, and the service comes from sincerity. Only by paying sincere service can we win all potential customers. Treat every customer sincerely, your heart is quiet, your body and mind are relaxed, and you will be surrounded by a pleasant atmosphere.
Improving the experience of bank operation service 2022 (3) It has been nearly two weeks since the service and etiquette training on X, X and X today. The careful preparation in the industry made me lucky enough to listen to the guidance of professional and senior experts. I think this is a boring business study. In the expert teacher's detailed explanation, especially from the familiar work and daily life around us, real cases and humorous language deeply infected me and made me feel deeply.
I am a newcomer in the big family of xx Bank. During my internship, I gradually became familiar with the tense and orderly working atmosphere of X-line, and also consciously integrated into this excellent working environment. At first, I thought the job of a bank teller was simple and ordinary. Every day, people are greeted and send things to different customers, and they are already familiar with the business. According to the regulations of the bank, I completed my "task". But we gradually realize that all the rules are telling us how to do it right and how to do it better, which needs us to find out for ourselves. During my work, I have a special client. She is an old lady in her fifties and sixties, and her money is carefully wrapped in newspapers. Only after asking did I know that she wanted to save money for a fixed period of time. My aunt is very kind. I answered her questions patiently, fearing that there was something she didn't understand in my answer. But I think this is a very common thing. After finishing the business, my aunt asked me in a very embarrassed tone: "Do you have storage tasks here?" I nodded doubtfully, and menstruation smiled affirmatively and said, "I'll keep this money for you." I kept saying thank you to my aunt, and her figure gradually left the business hall of the bank, but her words made my heart sweeter than drinking honey. Because she affirmed my work. However, I know that my aunt's sincere attitude and kind smile touched me. What I really should do is to treat every customer with a sincere smile and the most thoughtful service.
Many industries in the country are advocating smile service. Many people take pains to practice in front of the mirror, trying to practice the Mona Lisa smile, and even practice until their cheeks swell. Only then did they realize that in the bank, smiling is not practiced like counting money or abacus. Smile is not a professional smiling face, but an emotion, which can also be said to be a manifestation of temperament, a reflection of the smiling person's positive attitude towards life and a real inner world. Sometimes, if you put yourself in the customer's shoes, we will be moved by the sincere smile of the customer, and so will our heartfelt smile. There is a saying in the training that "service attitude is a' repair agent' to make up for the shortcomings of service process".
In counter work, it often happens because the business procedures to be handled are relatively complicated. Of course, not all customers can understand the bank, and occasionally they will encounter customers who complain. What is needed at this time is more thoughtful service, more patient explanation and sincere smile. In the process of handling business, we should look at the problem from the customer's point of view, try our best to ensure the interests of customers and respect their ideas.
Don't just say "no" to customers on unprincipled matters. Therefore, the trustworthy service quality, commendable service efficiency and satisfactory service attitude we advocate are by no means superficial, but should be the behavior we reap from the ideas we sow and become the habit and character of every X pedestrian. This idea is to have a sense of collective honor, a sense of responsibility and a positive life, and a good sense of optimism and helping others. This is not only our service concept, but also our standard of living.
Our xx bank is called "grassroots bank", which is run by ordinary people. What we have to do is to be the most intimate, reassuring and worry-free financial institution for ordinary people, and repay everyone with service, better service, excellent service and perfect service. Of course, this requires the efforts of each of our employees.
The work of window service makes me face many customers every day. My words and deeds not only represent my personal accomplishment, but also represent the image of the bank. Because the work is full of contingency and variability, there is no end to the management of standardized services in outlets, so there are still many things we need to learn. "I am just an ordinary employee of X-line, but I am the X-line of the customer." We should really love our home, actively safeguard our collective honor, and always remind ourselves at work: "Being kind to others means being kind to ourselves."
The experience of improving bank operation and service 2022 (IV) The manager of the bank lobby, whose words and deeds and service quality are a microcosm of the bank's image, shoulders the heavy responsibility of coordinating the relationship between the bank and its customers. The lobby manager is the image "spokesperson" of a bank. When a customer steps into the bank, the first person who directly enters the customer's sight is the lobby manager. Therefore, the service attitude and quality of the lobby manager is very important, and it is also important for banks to do a good job as lobby managers.
To be an excellent lobby manager, we should not only practice "external skills" well, but also practice "internal skills" diligently to achieve "both internal and external training". The manager of Datang has six functions: he is a business guide, a service demonstrator, an emotional appeaser, a contradiction coordinator, an environmental cleaner and a safety supervisor.
The lobby manager should improve his personal quality and appearance, at least dignified, elegant and generous. When customers enter the lobby of the bank, the lobby manager should greet them with a knowing smile, greet them with enthusiasm and civilization, understand and understand their needs with a smile, answer their questions with a smile, try to satisfy them as much as possible, and make customers feel that it is very respected and welcome to come to the bank to handle business.
The lobby manager should have a full and comprehensive understanding of banking business, so as to have enough foundation to provide services to customers, otherwise it will be useless for the lobby manager to ask questions. Understand the business, for example, migrant workers often handle personal remittances here and ask where the remittances are and what they are. Some people can't even fill out the required receipts, so they should explain the filling method in detail.
Strong communication skills with customers. The lobby manager should face customers directly and have strong communication skills with customers. We should not only communicate with customers, but also coordinate the friction between customers and tellers, so as to look around, listen to all directions, communicate with customers in time and maintain close relations with customers.
When meeting customers who need help, the lobby manager should be diligent in demonstrating and helping, and when meeting old, weak, sick and disabled customers, he should enthusiastically provide some help.
Especially when customers have complaints about banking services, the lobby manager should listen to customers' dissatisfaction and don't rush to defend anything. It doesn't matter who is right or wrong, even if you refute the customer, it may bring worse results. Sincerely apologize to customers because you don't represent yourself. First of all, you should get the good impression of your customers, so that the next communication can be carried out well. Secondly, you should find out what the customer needs and help the customer solve his problem as soon as possible. If this problem really conflicts with the system, you should listen patiently to why the customer is so embarrassed, give him an outlet and don't interrupt. Because some customers may not really violate our system, what they need is a vent, or they may come to you to vent their anger in other ways. What we can do to solve the problem is only an understanding. You may feel that it is too wronged and too difficult to do so. Indeed, this requires a good attitude, and then thank customers for their supervision.
If you have enough ability to deal with emergencies, you will inevitably encounter various emergencies. If customers queue up, the lobby manager should guide them in time. Guide customers to other windows to handle related business, and customers with cards go to self-service equipment to reduce the pressure on the counter. Ensure the order of the business hall is stable.
We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.