Experience of excellent teller service in banks (1) 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." In this way, you will be freed from the mediocre and humble situation, and you will no longer have the feeling of working hard, thus making work a pleasure. Only in this way can you treat every customer sincerely. "The bank's work is simple and ordinary. But in this day after day, year after year, I learned to treat work with a pragmatic and realistic attitude, treat ordinary work with a natural and open-minded attitude, appreciate the charm of service, and understand the true meaning of "customer-centered".
In ordinary and simple work, I gradually understand the truth of winning customers with "heart" in small things and nuances. I once met a special customer, an old lady in her fifties and sixties. She looked around the counter and looked at every employee in the counter with inquiring eyes. Finally, her eyes stayed on me. I smiled and asked her, "Hello, what business do you want to handle?" Aunt whispered, "Do you have a high-interest deposit?" I quickly introduced our new Huideli products to her, and compared the interest difference between Huideli products and ordinary deposits in detail and accurately. But when I patiently answered her question, the old lady said, "Oh, I'm just asking." I was a little disappointed when I heard this, but I still smiled and said, "It doesn't matter. Ask if you don't understand anything. You are always welcome to do business with us in xx. " After that, I said a few farewell words to my aunt, and she left with a satisfied smile. To my surprise, an hour later, she came back again. This time, she brought a deposit certificate from xxx Bank and asked me to accompany her to China Bank to withdraw money. I quickly accompanied her to the Bank of China to withdraw the deposit. In order to run Huideli's business well, my aunt said happily, "Your service attitude is still good. I would like to deposit money in your bank." At present, this old lady has become a high-end customer of our bank.
"Excellent service" is a complete system, which embodies the whole process, all-round and all-time of products, sales and services. It needs to be built together from top to bottom, and it needs the close cooperation of the first line and the second line to make customers feel harmonious, friendly and warm, because every employee knows that self-behavior represents the image of xx. I believe that by deepening the theory of "excellent service", we can compete in the fierce market. More exquisite service skills, more perfect service quality bring high-quality and efficient services to customers, integrate smiles into services, leave smiles to customers, strive for the first place and create a perfect tomorrow for xxx.
Experience of excellent bank teller service (2) Experience with heart and be kind to customers, which is the basis of good service. When the customer is satisfied, he will pass on his joy to others; If he is in a bad mood, he will also talk to others about the cause. This effect is not simple addition and subtraction, but spread in the form of n power. In some small details, it reflects not only me personally, but the overall image of our xx Bank. Therefore, at work, I often observe and experience the customer's mentality and specific service needs from the perspective of empathy, so as to sincerely communicate the real feelings of customers. From the customer's point of view, think about what customers think, be anxious about what customers are anxious about, and strive to be the best. While providing convenience to customers, it also leaves a good impression on customers, making them feel that it is the right choice and a service enjoyment to come to xx Bank to handle business.
Service should pay attention to details, and let customers feel that everything we say and do is very attentive to him. We should be good at observing customers, understanding customers, trying to figure out what customers say and do, thinking about what customers think, and being anxious about customers. And do every detail consistently. Don't always complain about the attitude of customers towards you. The attitude of customers towards you is actually 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.
Service is the brand, image and core competitiveness of an enterprise. Counter is the first platform to provide services for customers. It is a window for customers to directly understand our bank and plays a bridge role between customers and banks. In fact, customers are real people and need real feelings, and these feelings come from the real services we provide. I firmly believe that only a heartfelt willingness to serve can provide customers with satisfactory services. We should serve sincerely, make customers feel at ease and comfortable, create a beautiful service atmosphere, let customers experience pleasant service, and further let customers recognize and like to accept our services in CCB.
An economist once said, "No matter how humble your work is, you should give it the spirit of an artist and be extremely enthusiastic." . In this way, you will be freed from the mediocre and humble situation, and you will no longer have the feeling of working hard, thus making work a pleasure. Only in this way can you treat every customer sincerely. Therefore, each of our employees must truly establish a "customer-centric" service concept.
Excellent teller service experience in banks (3) Time flies, and I have been integrated into the big family of xx for almost two years. I am glad that I can have such a good working environment and working conditions. I feel the warmth and strength of the group here. In this ordinary job as a teller, I really reflected my life value, and I have full enthusiasm and a high sense of responsibility for my work. At work, I deal with every business pragmatically and meticulously, and receive every customer with kindness and tolerance. From this, I also realized the charm of service and the true meaning of "customer first, sincere service". Customer satisfaction is my greatest recognition and encouragement.
"Customer first, sincere service" is first embodied in smiling service. Although the smile is silent, it conveys friendship and sincerity. Smile is the window to employees' hearts, the display of professional demeanor, and a heartfelt smile, which enables us to communicate sincerely with customers and win their trust. Although it is difficult for all customers to be satisfied with their work, I know that besides dressing neatly every day, using civilized language and making full preparations before work, smiling is an invincible weapon. We should keep a good attitude in our daily work and form the habit of smiling.
As a front-line teller of a bank, without excellent business skills and skillful operation skills, it is impossible to do a good job and provide customers with perfect and fast services. As a new employee of the bank, I deeply understand this and know that skills are the basis for improving service level. Only by mastering skilled business skills can we be handy at work, better provide convenient, fast and accurate services to customers, improve work efficiency and accuracy, and win the trust of customers. Therefore, I attach great importance to the study and improvement of business skills, and practice this kind of skills of counting money, playing calculator and typing in my off-duty and rest time. After a long period of persistence,
In order to provide customers with quality services, besides skilled basic skills, solid professional knowledge is also essential. The work of banks is changing all the time, and new things happen every day. All these require students to keep up with the situation, strive to change themselves, better plan their goals, learn new knowledge, master new skills, adapt to changing work goals, improve service quality and meet customer needs.
To implement "customer first, sincere service" in our work, we need our employees to feel and be kind to customers, and often observe and understand the customer's mentality and specific service needs from the perspective of empathy, so as to sincerely exchange the customer's true feelings, stand in the customer's perspective, think about the customer's thoughts, worry about the customer's urgency, and strive to do the best business. In the face of customer complaints, listen calmly, carefully analyze the reasons, study and solve countermeasures, and gain understanding through sincere attitude and explanation. No matter what the result is, you should take the initiative to reply to avoid causing customers' complaints, so that you can deal with your mood first and then deal with things.
High-quality service is embodied in every small business and subtle details. As long as you are a caring person, you can handle every business patiently, carefully and sincerely, and receive every customer, you can make extraordinary achievements in your ordinary post.
Excellent teller service experience in banks (4) Time flies. Working in banks is like a blink of an eye, which spans a whole spring, summer, autumn and winter in a blink of an eye. In this spring, summer, autumn and winter, I have gained a lot of growth and experience.
I still remember when I first came to the bank, I was very shy. I dare not take the initiative to talk to colleagues or clients. Now, through one year's post training for bank tellers, I can not only communicate smoothly with customers, but also achieve the sales performance of our bank tellers every month, and also accumulate a lot of customer resources. I think this harvest is mainly based on my good service attitude.
In getting along with my colleagues, I also learned some principles of interpersonal communication, and learned that the workplace life should be inclusive enough. In fact, when I first entered the bank, my relationship with my colleagues was not good. Because I always show a cold attitude towards them, it's not that I want to be cold, but that I dare not take the initiative to say hello to them and don't know how to get involved in their chat, so I seldom communicate with them. At that time, I still felt that they had a problem with me, and I didn't do well enough to make them unhappy. But later, through talking with the supervisor, I stopped closing myself up. After all, my job is in a big environment. I can't do things well by myself, and I need teamwork to do better.
I began to meet them, no longer bowed my head, but took the initiative to say hello to them; I began to ask them for advice with an open mind instead of thinking alone; I began to participate in colleagues' party activities and various training activities in the bank. Through my own slow changes and attempts, I have more and more exchanges with my colleagues and become closer and closer to their feelings. Undeniably, the improved relationship with them has also brought a lot of help and encouragement to my work. It turns out that as long as I take the first step bravely, the whole world will open to me.
I want to thank my colleagues for their help and encouragement; For the trust and support of customers, I also do my own service better, improve my working ability and solve problems for them.
In the next stage, my goal is to become the account manager of our bank. I know this goal is a bit whimsical for a new employee who has just joined the company for one year. But I think nothing is impossible as long as you dare to think, do and fight. No matter how many goals and dreams can be achieved.
Excellent teller service experience in banks (5) Time flies. In a blink of an eye, I have been a lobby manager for a year. As a lobby manager, I deeply understand and realize the importance of service. With the accelerated pace of life, banks provide more and more diversified services to solve many trivial problems in people's lives, and people visit banks more and more times. Bank tellers work in the front line, and their every move represents the professional norms of the industry and will leave the most direct impression on customers.
As we all know, every post in a bank is a window for foreign service, and the overall appearance and reputation of the bank are reflected through every window. Someone 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. My job, dealing with customers directly every day, is very busy and complicated, but I like this job and like to see customers' expectation and satisfaction. I like to see the surprise when customers get unexpected gains under our advice; Satisfied with the interests of banks and customers, a sense of accomplishment that is guaranteed because I adhere to the principle. While enjoying happiness, there will also be troubles at work. Sometimes, due to the lack of hardware facilities, customers will make up for their regrets through service means, and they have to accept their dissatisfaction when they can't reach their goals. At this time, smiling is particularly important. A tolerant smile can dissolve the original anger of customers.
I remember once, one morning, it was very hot and there were many people. When a customer came in, he began to line up. After waiting for more than ten minutes, he began to complain about why it was so slow. How long should I wait? I took the initiative to come forward and said, "Hello! There are two customers in front of you who need to check their ID cards. Slow down. The current deposit and withdrawal business takes more than a minute. Wait a minute, it's your turn soon. " When this customer finished his business, I took the initiative to send him to the door and pay tribute to him again: "Take care, waste your time!" " "He said," nothing, nothing. "Satisfied to go away. From this small incident, we can see the importance of "sincere service and attentive service".
In today's increasingly fierce competition in the banking industry, services reflect the soft power and competitiveness of banks. 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. A bank's service scope, service content, service efficiency and service attitude directly affect the number of customers it can attract and its work efficiency. Service is a brand, an image and a unit's core competitiveness. Politeness is the first element of service, and the counter is the first platform to provide services for customers. I am well aware of the importance of counter work, because it is a window for customers to directly understand our bank and plays a bridge role between customers and banks. In fact, real customers need real feelings, and these feelings come from the real services we provide.
Do a good job of service. In addition to having a familiar understanding of business knowledge, we should also take customers as the center, exchange feelings with customers, put ourselves in their shoes, ensure customer satisfaction, and move closer to our service concept. In fact, customers are the "examiners" we face every day. If our bank employees are lazy, sloppy, even indifferent and stiff, will you give due respect to the staff at the counter? Pay attention to details in service. Different customers have different needs in different situations, so we should learn to recognize these needs by observing words and feelings, and provide different types of services for different types of customers according to the differences of customer types.
Service should pay attention to details, so that customers can feel that our words and deeds, every move, are sincerely serving them. We should be good at observing customers, understanding customers, trying to figure out their words and deeds, and always let customers feel superior and respected. Think about what customers think and worry about what customers are in a hurry. Do it persistently, without any details. Don't always complain about the attitude of customers towards you. The attitude of customers towards you is actually a mirror of your own words and deeds. Don't always find fault with the mirror, but reflect on where the people in the mirror are not good enough and where they need to be improved.
Since we have chosen this industry, we should respect it and have what this industry should look like. As a bank employee, in frequent contact with customers and colleagues, we should always remember to respect each other and consider their needs. Be strict with yourself from the aspects of neatness, hair accessories, clothing, etc., so that the other party feels that your image is worthy of a qualified bank employee, and let the other party first recognize you, trust you and even rely on you in the image.
An Indian proverb says: sow an idea and reap an action; Sow an act and reap a habit; Sow a habit and reap a character; Sow a character and reap a destiny. Therefore, the trustworthy service quality, admirable 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 bank employee. This is not only our service concept, but also our life principle. Only in this way can we smile calmly from the heart.