The competition in financial industry is a kind of reputation competition and service competition. Whoever has a good reputation and good service can better meet the needs of customers and occupy more markets. Bank service embodies the management level of the bank, breeds the cultural connotation of the bank itself and the spiritual outlook of its employees, and presents a brand to the public. So how to achieve this goal? The author believes that as a service industry, service is the foundation of banks. Only by constantly enhancing service awareness, changing service concepts and strengthening service measures, can we pay close attention to quality and civilized services and forms from the aspects of service quality, service means, service content, service attitude and service environment? Big service? Pattern, in order to improve the overall level of quality and civilized service.
First, fully understanding and understanding the connotation of service is the driving force for the development of high-quality and civilized services.
Service is a management. The improvement of high-quality civilized service level must rely on strict, standardized and scientific management, which can promote the improvement of high-quality civilized service level. High quality and civilized service reflects the management level of a bank. Therefore, banks should strictly rely on the management system in the process of implementing the strategy of high-quality and civilized service. Including work code, dress code, gfd, civilized language, telephone language, etc. All these must form a system, become a code of conduct for employees, and be strictly implemented.
Service is a kind of culture. The construction of bank service culture system includes: employees should have the service spirit of loving their posts and dedication, the morality and values of service first, the pragmatic spirit of selfless dedication, unity and forge ahead, mutual help and hard work, and the resulting pragmatic spirit? A boat? The idea and pride of being a bank employee and so on. This kind of enterprise spirit with industry characteristics can make bank employees establish risk awareness and interest awareness, thus giving full play to the incentive function of this service culture.
Service is a kind of spirit. The core content of civilized and high-quality service activities of banks is to guide employees to establish correct values, professional ethics and professionalism, with the service concept of sharing weal and woe and the professional ethics standards of reputation first, quality service, honesty and law-abiding. Establish and improve the service consciousness and behavior of employees, and establish the concept of customer first, active service and overall service. Civilized and high-quality service activity is a long-term systematic project. From leaders to employees, from the front line to the second line, from business to internal management, from internal to external, we should cooperate and coordinate with each other, so that the business objectives of enterprises can be transformed into people's conscious actions.
Service is the carrier of bank operation and an indispensable organic part of bank operation. Banking operation can only be realized through banking service, which is essentially banking operation. In today's increasingly fierce competition in the financial industry, a bank's service scope, service content, service efficiency and service attitude directly affect the number of customers it can attract and work efficiency. Therefore, improving the service level of banks is related to the scale, quality and benefit of bank operations, to the competitiveness of banks, and to the operational efficiency and long-term development of banks.
The core of banking service is to maintain and strengthen contact with customers. How to win the market permanently is a problem that every enterprise always needs to face. Banks should always take customers as the center and adjust themselves, and their services should shift from simply operating financial products to maintaining and deepening the relationship with customers. It is not enough to focus only on meeting customer needs, but also to study the complex factors behind customer needs. Only by firmly grasping the core of maintaining the relationship with customers, taking the market as the guide, and meeting the multi-level needs of customers with high quality, diversification and characteristics, can we obtain the sustained motivation for our own development. ? Clients? The concept is one? Big client? Conceptually, not only the direct service object of the bank is the customer, but also the departments that have a restrictive relationship with the banking service, and even the employees of the bank itself should be regarded as customers. When dealing with the relationship with customers, banks should establish the consciousness of big market and big customers. Service is a whole process? The concept of. Build a new relationship between banks and enterprises, coordinate the factors that restrict the relationship with customers, and enhance customer stability. Without good service as a guarantee, even customers who are temporarily sidelined may run away. Good service is reputation.
Second, strengthening and improving service awareness is the premise of developing high-quality and civilized services.
It is necessary to fully mobilize, launch in depth, and publicize quality and civilized services with great momentum. High-quality and civilized service is related to the corporate image. Therefore, it is necessary to fully launch and involve all staff. Internally, through centralized examination, surprise inspection, simulation test, centralized training and other forms, urge employees to master the content of quality service; Widely publicized through newspapers, radio stations, television stations and other media to expand social influence. Clear objectives, make plans, implement them step by step, and put the responsibility on people. Make an overall plan for civilized service work, set phased goals, and refine and enrich them according to their own reality. Decompose the target layer by layer, and put the responsibility on the people, so as to achieve the goal of staffing, equipment positioning, operation finalization and service timing, and strive to achieve an orderly work order.
Improve the mechanism, strict assessment, open standards, and honor rewards and punishments. Constantly improve the rules and regulations to standardize and institutionalize the service behavior. It is necessary to establish a strict reward and punishment system, formulate and improve strict post specifications, specific service standards and business operation procedures in combination with the actual situation of the Bank, and at the same time, systematically improve, sort out and write relevant rules and regulations on business management, business operation and internal management according to the professional division of labor, requiring all employees to memorize all operation procedures in their posts and standardize and skillfully use them. Every day, from the reception of the first customer to the departure of the last customer, there should be unified, detailed and clear standards in all aspects of the work, so that every employee can receive customers politely, moderately and moderately, handle business in a standardized, fast and accurate way, and let customers feel harmonious, friendly and warm.
Realize? Number one? Engineering, do a good job in quality and civilized service. High-quality and civilized service is not only a simple service problem, commercial banks win in the market competition by striving for perfection. Quality service is the basis of Li Xing's development and efficiency improvement, so it must be placed in an important position, incorporated into the overall thinking of work decision-making, and be comprehensive.
My opinion on high-quality and civilized service of banks
Realize? Number one? Engineering. To set up a leading group for high-quality and civilized service with the president as the leader, all grass-roots branches and business departments should also sign letters of responsibility for high-quality service at different levels, quantify and refine all indicators, decompose the responsibilities to people, and incorporate them into the assessment of the president's target management system. In the work arrangement at the beginning of each year, the quality and civilized service work is regarded as the main line running through all the work throughout the year, and unremitting efforts are always made.
Doing a good job in service is a comprehensive job that is related to the social image of banks and affects various business activities of banks. Therefore, every institution, department and employee of the whole bank should support and cooperate with each other, enhance service awareness, take the overall situation into account, give full play to the overall role, and strive to improve the service level and quality of the whole bank. Establish? A center, level 4? Service pattern, that is, focusing on customer service, serving front-line customers and providing customers with efficient and high-quality financial services in various service windows and departments; The second line is the first-line service, and all management, science and technology and logistics departments should try their best to provide services and guarantees according to the first-line demand; Leadership is to serve the masses, leading cadres should observe the people's feelings, care about the work and life of employees, and mobilize the enthusiasm and creativity of employees; The superior serves the subordinate, and the superior bank should plan and guide the high-quality and civilized service activities of the grassroots bank as a whole, so as to be planned, planned, inspected and rewarded, constantly improve the work style, improve work efficiency, and actively support and cooperate with the work of the subordinate bank.
Third, strengthening training and education, improving business skills and creating a beautiful service environment are the basis for improving quality and civilized service.
To achieve a qualitative leap in high-quality and civilized service, the key is people-oriented, through education and training and strengthening management,
Improve the political quality and professional quality of employees, and create high-level quality services with the high quality of employees. There are many ways of training and education, such as: educating all employees on the professional ethics of loving their jobs, being honest and trustworthy, doing things fairly, serving the masses and contributing to the society, so that every employee can understand that my behavior represents the image of the bank, and without customers, there will be no development of banking business, cultivate good professional ethics, be loyal to their duties, consciously safeguard the image and honor of the whole bank, and make quality service reach a new level; Strengthen standardized etiquette training, hold standardized service etiquette training classes, organize employees to carry out standardized training on etiquette knowledge, civilized terms and etiquette instruments, implement centralized, standardized and all-round intensive training, and promote it throughout the bank; Strengthen business technical training and improve service efficiency. Conduct on-the-job training and on-the-job training, conduct regular assessments and professional technical competitions, and require employees to be professional? Good, fast, accurate and strict? , can't reach the standard can't mount guard. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately; Taking counter service as a breakthrough, we will carry out various activities with high-quality and civilized service as the content, such as creating a youth civilization, striving to be an expert in youth posts, launching labor competitions such as catching up with learning and helping others; Carry out training on financial laws and regulations and various rules and regulations, enhance employees' legal awareness, so that every employee can know, understand, abide by the law, use, manage and operate according to law, and prevent and resolve financial risks; Typical training, organize employees to observe and learn advanced units and individuals with high-quality civilized service on the spot, enhance perceptual knowledge and learn from each other's strengths; Organize dedicated service speech contest to celebrate the noble demeanor of employees' diligence, diligence and dedication; Promote standardized services with employee star management as the core. Through the counter staff? Morality, ability, diligence and success? After examination, the corresponding star is awarded. Realize? Hanging a star to work, post salary, linked to star salary? , fully mobilize the enthusiasm of employees; Actively create a beautiful and comfortable service environment. With so many banking outlets, there will be several banking outlets in a few hundred square meters in Fiona Fang, so people naturally look to those business places with comfortable and elegant environment. The glamorous appearance of the bank naturally gives customers a sense of security and makes people feel that the bank has strength. Therefore, business outlets should purify and beautify the inside and outside of the business according to the standardized service standards, and pursue a distinctive and unified style in external image design to play a silent propaganda role. Four, improve the level of financial electronic, innovative service means, improve service functions, is the key to improve service quality.
In order to meet the growing financial awareness of enterprises and individuals, various banks have successively launched various services, such as deposit and withdrawal, corporate deposit and withdrawal, payroll service, charging service, atm networking series, business pos terminal, personal certificate of deposit mortgage loan, all-in-one card (or 10% discount), personal foreign exchange trading business, telephone banking service and so on. Rich banking services are also one of the necessary conditions for customers to choose a bank. Developing new business is the need to enhance the stamina and competitiveness of business development. Therefore, commercial banks should set up departments specializing in new business development, strengthen market research, forecast and analysis, study innovative financial products, improve service functions and improve service level.
Counter is the place where banks have the most frequent contact with the public, and it is also the place to directly handle business and derivative deposits. A good service image of a bank depends on counter service. Special services include: extending business hours, providing 24-hour service and setting up a rice noodle; On-site service for special customers, handling cash receipts and payments, transfer and interest settlement, receipt, interest list, etc. For the unit; Handle deposit and withdrawal business for customers with difficulties; Provide counter services for soldiers, teachers, primary and secondary school students and the elderly, the weak and the sick; Provide security services for large deposits and withdrawals. In terms of loans, the express service of credit business is launched, and enterprises with credit rating above A level are selected as the express service targets of credit business, and special affairs are carried out for them, which greatly improves the efficiency of business handling; Carry out the account manager system, provide account managers for large depositors and lenders, provide them with all-round on-site services such as deposit, loan, remittance, wealth management and consultation, improve the relationship between banks and enterprises through comprehensive and thoughtful services, enhance attractiveness and ensure that customers can complete payment without leaving home. Through the introduction of special services and other service measures, the purpose of establishing a good corporate image is achieved.
Five, increase the intensity and breadth of supervision, the formation of an all-round supervision system, is the guarantee of quality and civilized service.
Quality service should be persistent, steady and unwavering. In addition to formulating and implementing various systems, it is also necessary to strengthen the supervision and inspection mechanism. There is no end to quality and civilized service. Persistence is the key, and implementation is the most important. The business department is the window of the bank, and the small window reflects the overall appearance and reputation of the bank. What kind of service customers get here can only be obtained through unannounced visits. Therefore, unannounced visits are a good way to ensure quality service, without going through the motions and putting on airs. We should always make unannounced visits to the service environment, service attitude and service quality of business outlets as ordinary customers by organizing insiders or hiring social supervisors, solicit opinions and suggestions from customers extensively, solve problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish a good image of high-quality, efficient, fast and safe service of banks.
Establish a supervision and inspection system. First, from the organs to the front line, from the leaders to the masses, everyone has the responsibility of supervision; Second, relying on social supervision and public opinion supervision, we will announce the report telephone number to the public, set up an information desk, a supervision telephone number, a report box, a suggestion book or a guide in the business hall, and hire news, enterprises, institutions and government departments to supervise; Third, hold seminars for enterprises and customers regularly, and send solicitation letters, supervision cards and youth civilized service cards; The fourth is to announce the business development and promised service content, and consciously accept supervision.
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