Summary of work of Fan Wen, manager of bank lobby 1
Hello, everyone, I am. I am very happy to work with you. As a newly graduated college student, I am very happy and encouraged to work in your bank. I have always been very optimistic about banking. During this period after graduation, I also read a lot of books on banking. Although I don't have much experience now, I have more knowledge. If I am lucky enough to get the trust and support of leaders and comrades, I will quickly find my position, enter the role as soon as possible, and earnestly perform my duties.
I hope everyone will support and cooperate with me like my predecessors, and let me work conscientiously in my respective posts with full enthusiasm.
In order to win the recognition of customers as soon as possible and enhance the service image of the Bank in the eyes of customers, the following work plan is formulated:
First, do a good job of unity.
I hope everyone can do a good job of unity. "Unity is strength" is an irrefutable truth. I think it is good for individuals to do a good job of unity. Everyone can put down their work in a comfortable mood without psychological defense, which is good for physical and mental health. Second, it is conducive to the cause, and everyone's enthusiasm can be brought into play, so that the cause can develop. Pay attention to the director and comrades at ordinary times. The unity between directors and comrades should be cherished as a fate of working together. Only by doing a good job of unity can we overcome all difficulties and do all the work well.
Second, about service work.
1, my understanding of service work. With the development of economy and the improvement of people's quality of life, customers have turned from single pursuit of material satisfaction to double satisfaction of material and spirit, and financial services have entered an era of choice and picky for all customers. Any response at work, even the blunt indifference and reluctance of "unexpected food", will make our service go in the opposite direction, which is counterproductive. For the increasingly fierce competition in the same industry, service is always the theme of competition.
2. Questions about service skills.
First, "the customer is God" is a well-known truth, so today I want to appeal to everyone to change a brand-new concept in their minds: treat customers as their relatives and friends. Because relatives and friends come, you will show a knowing smile; You will be happy to stand up and take the initiative to meet; You will greet warmly; You will give up your seat and offer tea ...; You will do your best to handle any business for him, with no regrets; You will be anxious and think about what others think; Even if the business fails, you will patiently explain and make him happy and satisfied. This service will be more enthusiastic and natural; More of a human touch; Have a sense of closeness, but also increase the affinity. To serve customers with a three-foot counter, start with counter service. It is necessary to discuss the topic "If I am a customer" and discuss the psychology of customers. Everyone should consciously put themselves in the customer's shoes, understand the customer's psychology, put forward corresponding services according to different customers, be polite and meticulous, and let customers enjoy the warmth of "home" from a cup of tea, a cigarette and a greeting.
Second, we should strive to improve the service speed. "It takes hard work to strike while the iron is hot". Without excellent business skills, quality service is like building a house on the beach. On this issue, I want to combine the labor force as soon as possible, squeeze out one or two people from the existing posts, and cross-learn business, so that everyone can be multi-functional, improve their operational skills and reduce the waiting time of customers.
(3) Enhance the sense of responsibility, service and team. Actively carry out the work to the point and implement it, reduce service restrictions, always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperate with colleagues, report to leaders, better complete your job, and at the same time enhance teamwork ability and better serve customers.
(4) Strengthen credit marketing, and strive to improve the quality and comprehensive benefits of credit assets.
1, further strengthen the research on national macroeconomic, industrial and regional economic policies, grasp the key points, actively support customers in advantageous industries, and optimize credit investment. Under the premise of effectively controlling risks, provide targeted credit according to the specific situation of customers. Monopoly industries such as telecommunications, electricity, oil and tobacco. It is necessary to increase marketing efforts, actively intervene, strive for more market share, and ensure that quality customers and promising credit markets are not relaxed.
2. In addition, do a good job in housing mortgage and working capital loans for outstanding small and medium-sized enterprises and individual and private owners, increase cooperation with guarantee companies, solve the problem of difficult guarantee, select some good customers to do it, win customers through credit leverage, and put a package of services such as customer deposits and credit in our bank. Based on our interests, we will give more advice to customers and try to gain their trust to achieve a win-win goal.
3. Change the management concept and give full play to the short-term financing function of bill discount and bank acceptance bill business. The development of bank acceptance bills in Guyuan is slow, and most customers only have superficial understanding. Although a few of them are handled in other banks, the timeliness is not strong and it cannot meet the needs of customer business development. This is an opportunity, but as long as our publicity is in place and our services are up to date, we can win these customers to handle business in our bank. In addition, increase internal and external discounting, increase the amount of bills discounted, increase income and create profits.
4, increase the publicity of bank cards and payroll services.
Highlight the advantages of our comprehensive services such as real-time SMS and point redemption of credit cards, and focus on civil servants, teachers, doctors, middle and senior managers of enterprises and private and private owners in good operating conditions, and vigorously market credit cards; On the basis of intensifying the propaganda of paying wages, and ensuring that enterprises with loan households pay wages on their behalf, we will focus on paying wages in some administrative institutions, especially hospitals. Once customers pay their salaries, they will definitely become our loyal customers with our elegant environment and efficient service.
The above is my plan for bank work, and there may be many unclear and ambiguous places. I hope leaders and colleagues will give me more support and help. Looking forward to the future, I will work harder, be responsible for this position, strive to win more profits for the company and establish a glorious image of the company in the eyes of customers.
This year is a promising year for all kinds of work of banks, and it is also a promising year for all kinds of business of banks. Under the correct leadership of the Head Office, all staff will cheer up, persist in innovative thinking, increase marketing efforts, improve service levels, fully accomplish various objectives and tasks assigned by the Head Office, and promote the rapid and healthy development of various businesses throughout the Bank.
I will always remember that I am a member of the company and I should stand firm. I should always consider the problem from the overall interests of the company, regardless of personal gains and losses, proceed from the overall situation, safeguard the interests of the company everywhere, and not seek personal gain. In my future work, I will carry forward my advantages, correct my shortcomings and strive to be an excellent employee.
I will continue to study and work hard in 20 years. I will use all my passion and wisdom to create differences and make my career full of vigor and vitality! We are a whole, singing the same song, walking the same road and heading for the same goal! I will work hard with you in Qixin, starting from a new starting point and moving towards success!
Summary of bank lobby manager's work content model essay 2
I. Personnel training
At the bank, we are a team. Since we are a team, we should let everyone exert their own strength, but if we want them to complete the task and contribute enough strength to the whole team, we need our own efforts. How to do all this is, of course, to enhance the strength of our employees and make them independent people. Although it is a bit exaggerated, it is also our beautiful wish. To this end, I started training in 20__. Insist on doing a good job summary and training at the end of each month. In the process of training, I always think that we should jump out of the problems existing in the work and solve them in the training, so as to deepen everyone's impression and help all employees. I have done simple training before, but the effect is not good, so I changed my mind and decided to start with the problem. I have given various solutions to the problem to cultivate this ability, so that employees can have more development. This will impress employees, so that they can have a rough old street to implement in their work, and it is a good technology and good thing to use after good knowledge. Simple but multi-use needs training, because these are often lacking, so training is meaningful. I don't train for the sake of training, but to improve their strength, so that they can train independently, complete their tasks and become my right-hand man.
Second, bank management.
I need to manage a group of people under my command, and I need to pay full attention to their abilities and strengths. There will always be various problems and loopholes when there are many people. For these, I will make relevant regulations to make them progress in their work. For work, it's not just a matter of giving orders. For the work, I prefer to twist them into a ball, so that they have enough strength to complete the task, rather than making them like a grain of sand. After his employees unite, I will give more motivation to some people with outstanding abilities, and let those who cheat and play tricks know that hard work is always rewarded and punished, which is necessary. Since we do well, we should reward them, praise them if they do well, warn them if they do badly, and punish them if they do wrong, so that they can understand the truth for a long time.
Third, self-improvement.
If a manager has no excellent ability, the first person below him will not obey, and the second person will not be able to complete his task. I never dare to neglect my work. I try my best to improve myself and keep myself busy every day, so that I can complete my daily tasks. I often study management and learn some skills that managers need to master. Since the leader appreciates it, I can't live up to his expectations. Similarly, I will pass on my knowledge to my people while improving myself, so that they can have better abilities. Only in this way can I be considered as having completed my task.
A year has passed, but I still need to work hard. It didn't end at the end of the year. On the contrary, I need to continue to work hard and continue to shine in the next year.
Summary of bank lobby manager's work content model essay 3
Time flies, and a year has passed in an instant. In this year, our Agricultural Bank of China has made impressive achievements, and all indicators such as fund management are among the best. As the lobby manager, I can serve customers well and actively complete the tasks assigned by the leaders. The main work is summarized as follows.
I. Main Work Situation
I served as the lobby manager of _ _ branch last September. With the marketization of Agricultural Bank of China, the service has been paid more and more attention. The work of the lobby manager is the beginning of customers' contact with high-quality services, and it is also the first impression of customers on ABC, so ABC is particularly strict with the lobby manager. The lobby manager is the link between customers, tellers and account managers. The lobby manager is not only a staff member of ABC, but also a spokesman for customers.
First, do a good job in civilized and high-quality services. Our _ _ branch is located in a residential area. Most of the customers who come to handle business every day are elderly customers. Especially on the day of centralized payment of social security wages, the pressure on the counter was very great. Usually busy from morning till night, anxious about what customers are anxious about, thinking about what customers think. In order to solve the problem of many elderly customers and passbook business, I actively arranged for the lobby staff to take customers to the self-service equipment to check their accounts in time, and handle them for customers with cards on the self-service equipment to divert customers and reduce the pressure on the counter. Whenever there is a large passenger flow, I will ask loudly: "_ _ customers please go to the counter to handle business", so as to avoid some customers leaving halfway and the empty number taking up time, and maintain a good working order in the business hall. Because only good business orders can successfully find our target customers, market our wealth management products and introduce them to our account managers, and realize the integration of service and marketing.
The second is to strengthen their professional ethics. As the lobby manager, I should not only be familiar with the business and products, but also maintain our self-service equipment. Whenever the self-service equipment has problems such as paper jam and paper shortage, I can handle them easily to ensure the normal use of the machine and the normal work of shunting. Lobby managers should strengthen professional ethics, love their jobs and be dedicated. At work, observe social morality and professional ethics, and don't disclose any information of customers. Usually has been warm and generous, and the service etiquette is positive and standardized.
The third is to fully improve coordination ability. The lobby manager exercised my coordination ability, fully mobilized the work of the three parties and the security master, played their role in coordinating the tellers and lobby staff, and often conducted counter learning to improve the cohesion of the online shop and give play to the team spirit. Since serving as the lobby manager, I have been strict with myself, serving customers seriously and actively completing various tasks assigned by the leaders.
Second, the next step plan
In the past 20 years, as a lobby manager, I have learned a lot of experience in communicating with customers and some marketing skills, but there are still some shortcomings. In the future work, I will continue to provide civilized and high-quality services, consolidate the achievements of capital organization, stabilize the stock, continue to do a good job in daily work, do a good job in business security, improve the overall quality of tellers, promote the healthy development of business, and push the storage business of Agricultural Bank of China to a new level.
Summary of work content of bank lobby manager model essay 4
Our bank has always pursued the purpose that service comes from true feelings and provided thoughtful service 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 that no matter how humble your work is, you should give it the spirit of an artist and have extreme enthusiasm. 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, it is often necessary to make up for it through manual services and accept customers.
In a word, all kinds of people come and go alternately, and exchange sincere service for the true feelings of customers, which makes our work vivid and colorful. Sometimes you will meet many unreasonable customers. At this time, 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 clever, teacher. Smiling service is our basic service principle. The awkward atmosphere was quickly resolved, and the atmosphere changed from dignified to relaxed. When we sincerely worry about the problems our customers encounter and sincerely help them solve their problems, I think most customers' anger will vanish. 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, 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.
Summary of bank lobby manager's work content model essay 5
A year has passed. Looking back on the past year, I have worked in both the lobby manager and the cashier for some time. In different positions, I have gained a lot and learned a lot.
First of all, in the past year, my position as a lobby manager made me realize more deeply that as a lobby staff, I not only need to market customers, but also need to maintain the order of the whole lobby, so that every customer can reduce their waiting time as much as possible and serve them more efficiently. This requires making full use of every employee, every equipment and even every leaflet in the lobby, and only in this way can we work together. Every link in the lobby can run naturally and smoothly, our customers can get efficient service without marketing our products, and they can get more perfect recognition and praise from customers.
The lobby manager is an indispensable post connecting the preceding with the following. Play the role of uploading and distributing. In this position, we should not only do immediate marketing and service, but also do a lot of marketing and maintenance outside the hall. We need to know the family situation, fund allocation and even hobbies of every VIP customer, because only by knowing these can we better serve our customers and better retain them. To retain customers' hearts, we need our usual care and accumulation, and collect customer information bit by bit through chatting and our system. Only by in-depth understanding can we freely market and maintain our VIP customers.
Secondly, in the cash position, because of the introduction of intelligent teller machines, many businesses are registered outside the counter, and these businesses are basically studied and registered by lobby managers, so what we need to do is to complete the business that customers need to handle quickly and efficiently. For customers that the lobby manager can't solve, our front desk can provide customers with secondary marketing services while handling business, and all this requires the tacit cooperation and division of labor between the lobby manager and the front desk teller.
Finally, I learned a lot from different positions and found my previous shortcomings. The maintenance of a customer is not only the handling of business, but also the marketing of business and the excavation of potential value. Only by letting customers recognize our bank and keeping customers' funds in our bank for a long time can we successfully handle a business. I believe in the new year, I will improve myself and make greater progress in business and marketing.
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