Banking service experience and self-evaluation 1
1. Smiling is an introduction to courtesy and quality service.
Smile is a sign of self-confidence, a silent language and a friendly message. She is the most abundant, infectious and conquering expression in people's communication. The counter is the window of the bank, and the mental outlook of the counter staff represents the management level and image of the bank, while the smile is the window of the staff's mind and an effective display form of professional manners. Only with a heartfelt smile can we communicate with customers in the most sincere and effective way.
Second, skills are the basis for improving service level.
As the old saying goes, "If a worker wants to do a good job, he must sharpen his tools first". Front-line employees in bank outlets can't provide customers with perfect and fast services and do their jobs well without excellent business skills and skilled operation skills. Before I joined Huaxia Bank, I was not a financial practitioner, nor did I engage in economic work. Banking is a brand-new sky for me, so I attach great importance to strengthening the study and improvement of business skills, knowing that skills are the basis for improving service level. Only by mastering skilled business skills can I be handy at work and better provide convenient, fast and accurate services to customers. In order to improve work efficiency and win the trust of customers.
Third, knowledge is a powerful guarantee for improving service skills.
People are often used to understanding service as attitude, that is, a good attitude equals a good service. In fact, service has a deeper connotation. Service providers must have good professional knowledge, law-abiding awareness and thoughtful, accurate, fast and efficient service skills, and knowledge is a powerful guarantee to improve service skills.
Unity is an invisible force to enhance the overall service image.
I know that in the big family of rural credit cooperatives, it is a fate to work and study together. Colleagues should help each other and unite with each other. We should not only improve ourselves, but also care about the growth of young colleagues, help them enter the leading role of work as soon as possible, and give full play to team strength. Only by paying attention to groups and teams can we complete all the work better. For example, when issuing cashier's checks, Qi Xin can enable customers to complete their business in a very short time if all positions are divided and cooperated closely. For example, feed back the relevant information of loan maturity to the credit department in time in advance, and cooperate with the credit department to implement customer service work to satisfy customers. I believe that as long as we adhere to the team spirit, unite and help each other in our daily business, we can do all the work better and enhance the overall image of the rural credit cooperatives.
In the Wang Yang sea of rural credit cooperatives, I am just a tiny drop of water. It is my character and principle to treat people sincerely and do things seriously. Although I still have many shortcomings in my work, I will strive to improve and improve in my future work, conscientiously implement the idea of "customer first, service first", adhere to the service principle of "reputation first, customer first", and treat customers warmly and politely. I will try my best to write a new chapter of rural credit cooperatives with many excellent rural credit cooperatives.
Banking service experience and self-evaluation II
As a key window industry, the service quality of banks has been concerned by many people. Although consumers can choose to vote with their feet, ordinary people have always been at a disadvantage when dealing with monopoly industries such as banks. No matter which bank, it seems that the service is "authentic" China people, either it is inconvenient to find fewer outlets, or it is overcrowded and inefficient. You should be prepared hard to go to the bank.
Go to ICBC for business at noon. When I got the number, I found that there were more than 30 numbers in front, and only half of the four windows were open. Look at this formation. It's impossible without an hour or two. So I quickly gave in and went to the opposite people's livelihood. Not many people went in, only 10 people, so I quickly got a number and waited. Although there are only two windows, few people should be able to turn to themselves soon. I picked up the brochure and looked at it. After a while, I looked up at the pager and changed several numbers. I was surprised at first, but later I found that many people who followed were "stoppers" in front. After asking the lobby manager, I realized that people are gold card customers and have the right to handle business first. If it is a diamond card customer company, there is no need to arrange it. You can go directly to the VIP room on the second floor and be accompanied by the account manager one-on-one to handle various businesses. After searching online, all banks have similar systems, and the qualification of VIP is also adjusted according to different situations. Only wait patiently, who let us not VIP. I finally came and finished my business. I want to change to 200 yuan, which is more convenient to spend. But the teller only gave me a few 50 s on the grounds that there was not much change. This makes me really depressed. I waited in line for such a long time that even this small demand was rejected. Although a little angry, I left the counter. After all, I can't delay with them.
Alas, in fact, I can understand how banks divide customers into three or six categories, so as to satisfy big customers and make greater profits. That's understandable. However, at least it should be learned by ordinary people, and it will not seem too mercenary. I used to see some customers occupying all the windows to express their dissatisfaction and repeatedly depositing and withdrawing money until the bank leaders intervened. This may be just an example, but banks should also think about it. For many overlord clauses, ordinary customers are gradually fighting, hoping to make them alert and change.
Banking service experience and self-evaluation 3
I am very grateful to the intermediary business department, the personal banking department and the insurance company for organizing this insurance business knowledge training class. It is also a great honor to give me this opportunity to discuss with you how to do insurance agency business well. I cherish this close communication with the leaders, colleagues and friends of insurance companies present here. I can't talk about any experience, just a little experience and thinking as a front-line employee when acting as an agent for bank insurance business. I hope to take this opportunity to elaborate my personal views, and also hope to play a role in attracting jade. The main purpose is to fully mobilize and give full play to the wisdom of employees, brainstorm, open up ideas, put forward more valuable opinions and reasonable suggestions, and promote the rapid development of our insurance agency work.
The service work of the bank requires us not only to have full enthusiasm for the work, but also to have a heart of pursuing perfection.
First of all, check yourself and talk about your own ideas in view of the shortcomings in our daily work put forward by Director Zeng.
In fact, customers are the "examiners" we have to deal with every day. If our bank employees are lazy and sloppy every day, their makeup is sloppy, and even their words are indifferent and their attitude is blunt, then think about it. Will you respect the staff at the counter?
As a desk clerk, I reflected on the shortcomings raised by Director Zeng. Because of my working years and age, I cherish my present job. I think I am proficient in my business skills at work, and I can handle daily business quickly and skillfully. I can be careful and patient, work hard, communicate with customers, resolve various contradictions, and sometimes I will inevitably meet unreasonable customers. I can tolerate and understand him, and finally I can get the understanding and respect of my customers. The disadvantage is that the standing posture may not be up to standard. I will always remind myself to correct it in my future work.
Answer questions, smile, be polite, amiable, noble and elegant, dignified and generous, leisurely and impeccable. These are our service specifications. Ask yourself how many customers' attitudes towards you have been achieved by these specifications. In fact, they are a mirror of your own words and deeds. Don't always criticize the mirror, but reflect on where the people in the mirror are not good enough and where they need to be improved.
There is also an effective suggestion as an old employee who has feelings for CCB. At present, the phenomenon of customers queuing in branch offices is more serious. As soon as you enter the door, people feel confused and confused. I suggest setting up a lobby guide to actively answer customers' questions and guide customers to go through various procedures quickly. The establishment of the comprehensive counter will reasonably connect and unify the public business and private business, improve the efficiency of tellers in handling business, and alleviate the pressure brought by customers' queuing to some extent.
In the future work, I will consciously strengthen theoretical study, professional knowledge study, learn from my colleagues around me, and further improve my self-abnormal knowledge and comprehensive business knowledge. Carry forward the advantages and make up for the shortcomings in the guidance and help of leaders and colleagues. Improve their work skills, and strictly demand to cultivate themselves into comprehensive bank employees.
Banking service experience and self-evaluation 4
As an institution that directly responds to depositors, the counter plays a leading role in financial institutions and plays an image role. Specifically, the bank's counter service personnel are responsible for handling many specific businesses. They communicate directly with customers, and their attitude and efficiency directly affect customers' recognition and evaluation of the overall image of the bank. Therefore, the importance of the service quality of bank counter service personnel is self-evident.
"Service is the lifeline of banks", which is the best interpretation of doing a good job in counter customer service. How to better serve the bank counter?
First, good professional quality is the guarantee of quality service. Handling business with high efficiency and high quality is the basic requirement of all our customers. You talk to the customer, but in the end you can't handle the business assigned by the customer, or it takes more than ten minutes to handle the general business. Where can you get service? Language communication is indispensable for counter service, but without good business skills, it is impossible to talk about quality service by lip service alone. Therefore, all of us should be familiar with our business.
Second, communication varies from person to person, so choose the best communication method. Give each other a smile, it's simple. A smile and a hello will eliminate resistance and bring people closer together. On the other hand, if we are expressionless or even rainy, then the minimum conditions for creating a happy atmosphere will be gone. The originally unsmooth communication atmosphere will be even weaker after passing through the counter glass. When we encounter problems and explain to customers, it will be difficult to get customers' understanding. Sometimes a simple communication can have a good effect.
Third, how to deal with emotional customers. Most of our customers are very supportive and understand our work, but some of them are impulsive and even verbally attack us. What should we do when we meet such a customer? Is it tolerance or resistance? When dealing with such customers, our first reaction is often to fight back directly, because we understand that the other party is wrong, but please remember this sentence: any problem can be solved through communication. First, let yourself calm down for two seconds. We have to think about these two wonderful things: if I am a customer, but I can't handle this business, what will I lose? After thinking, we can often understand the root of customers' anxiety and anger and find the core of explanation. From his point of view, think about his concerns and then convince him. Finally, we should make it clear that our patient explanation is not because we have no dignity and temper, but because we have better self-restraint.
Banking service experience and self-evaluation 5
Today is nearly two weeks since the service and etiquette training on July 26th. 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, the abnormality starts from the familiar work and daily life. Real cases and humorous language deeply infected me and made me feel deeply.
I am a newcomer in the big family of commercial banks. During my internship, I gradually became familiar with the tense and orderly working atmosphere of the firm and 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 gradually found that all the rules are telling us how to do it right and how to do it better, which requires us to find ourselves. During my work, I had an unusual client. She is an old lady in her fifties and sixties, and her money is carefully wrapped in newspapers. After asking, she understood that she wanted to deposit money for a fixed period. 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. 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 understand 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 enterprising attitude towards life and a true inner world. Sometimes putting yourself in the customer's shoes will move us, so our heartfelt smile can also move our customers. 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 business person. This idea is to have a sense of group honor, dedication and courage.
A sense of responsibility and enterprising life, as well as a good sense of optimism and helping others, are not only our service concept, but also our standard of living. Only in this way can a heartfelt smile bloom calmly.
Our commercial banks are called "grassroots banks", which serve 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 deal with 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 Dandong Commercial Bank, but I am a customer of Dandong Commercial Bank." We should really love our home, safeguard the honor of the group, and often remind ourselves at work: "Being kind to others means being kind to ourselves."
Five articles on banking service experience and self-evaluation;
★ Employees have five working experiences in the bank.
★ 5 model articles on bank self-evaluation.
★ Six selected banking service training experiences.
★ Five articles on self-evaluation of service posts
★ Five work summaries and self-evaluation
★ Five bank teller job evaluations
★ Self-evaluation of bank work
★ Summary of self-evaluation of bank work
★ Five articles of annual work summary and self-evaluation.
★ Five selected articles of personal summary and self-evaluation.