Feelings and gains from the work in the bank lobby

In real life or work and study, we often have new feelings due to different people and things we have experienced. At this time, you may need to write an article to record the feelings. In order to help students who can't write feelings, the following are my collected feelings and gains from the work in the bank lobby. Welcome to learn from them and hope to be helpful to you.

the feeling and harvest of the bank lobby work 1

from last year to this year, I have been a trainee lobby manager in XX Bank for one year. During this year, I learned a lot of financial knowledge, and gradually realized how important the lobby manager is in a business outlet.

first of all, the lobby manager is the image ambassador of a business outlet. When customers come to handle business, they are not only concerned about the indoor environmental sanitation, the length of business handling and waiting, but also whether they can get the answers they want to consult in time and in detail, and whether they can get better and more comprehensive services. And I am the first person to face the customer directly, know the customer's needs and help the customer at the earliest. Therefore, it is very important to smile at customers, listen carefully to their needs and help them solve problems in time and efficiently, because at this time, any words and deeds I make will represent the image of ICBC.

in addition, our tellers do meticulous work related to money, and there is no room for any mistakes. They have to do a lot of business every day, and the work pressure must be great. If some customers come in to consult when they are doing business, it will not only affect their work, but also easily lead to mistakes and operational risks. At this point, if you stop to answer questions for customers, it will affect the business you are handling; If you ignore it, you will offend your customers. Both of them will lead to the risk of complaints or customer loss.

as a lobby manager, I should learn more business knowledge from tellers, communicate with tellers to understand business processes, and master the business processes and habits of each teller, so as to better establish a more effective communication platform between customers and tellers. Only by putting these auxiliary tasks ahead, can I do my best to share the pressure for them and provide better, more comprehensive and better service for customers.

Therefore, in the position of lobby manager, I mainly carried out the following work around my job responsibilities:

1. Diversion and guidance of customers. According to customers' needs, guide customers to handle business in relevant business areas, recommend using self-service equipment to handle business, guide customers to understand and use various electronic tools and electronic service channels, and encourage customers to gradually use e-banking service channels as the main channel for daily non-cash transactions, thus saving customers the time of waiting in the bank and filling out forms, and making it easier to handle business without leaving home.

second, provide customers with basic consulting services and solve the business problems they encounter. And according to customer demand, actively recommend various new and high-return wealth management products and special preferential services of the branch in the new phase.

third, identify quality customers. According to the principle of hierarchical service, give them special attention and priority service, and recommend potential high-quality customers to account managers according to their star ratings and idle funds.

4. observe the service standard of the lobby manager. Deal with customers' opinions, criticisms and misunderstandings in a timely, patient and efficient manner, ensure timely, high-quality and efficient service at the outlets, and improve customer satisfaction.

In the process of the above work, I think there are still many shortcomings, and there are still the following aspects to be improved:

First, although I am very skilled in receiving customers, I often superficial, and I have not explored the needs of customers in a deeper level, so the initiative of recommending products needs to be strengthened.

second, there are many chores that need to be handled in daily work, which takes up more time, so that we don't pay enough attention to quality customers.

Third, sometimes the problem is solved simply for the sake of solving the problem, and the source of the problem is not seriously considered, which fails to prevent the recurrence of the problem.

fourthly, when communicating with customers and maintaining relationships, the means are simple, the marketing effect is not obvious, and the marketing skills need to be improved.

combined with my income in the past year, I am very glad that I got the internship opportunity in this position, and I am also very grateful to ICBC for its help. No matter what line I am engaged in and what I do in the future, I will attach importance to teamwork; Patient, meticulous and enthusiastic service attitude; More professional knowledge accumulation; And a curious and enterprising heart can bring me a brighter future. My experience of X years tells me that service is our primary job and the skill we must master. In XXX, I paid more attention to cultivating my sense of service. In recent years, with the marketization of commercial banks, services have been paid more and more attention, and the lobby is the beginning of customers' contact with our quality services and their first impression of our bank, so the requirements of our bank are particularly strict; The lobby manager is the link between customers, high-level tellers and even account managers. We are not only the staff, but also the spokesmen of customers. When customers are confused, we point out the direction for them; When customers encounter difficulties, we help them; When customers don't understand, we patiently explain; We want to win every customer with perfect service anytime, anywhere, anxious about what customers are anxious about, thinking about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home. Because I act as a community outlet, the customer flow that comes to handle business every day is very large. In order to reduce the pressure on the counter, our lobby staff actively deploy and take customers to the self-service equipment in time to handle and divert customers. Whenever the passenger flow is large, I will ask loudly in the waiting area, "XX customers please go to counter X to handle business", and do a good job of diverting customers, so as to avoid some customers leaving the empty number halfway to occupy time and maintain a good working order in the business hall. Because only a good business order can we 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.

As lobby service personnel, besides being familiar with the financial products and business knowledge of banks, they should also strengthen their professional ethics and love their work and dedication. Usually, at work, the words and deeds of the lobby manager are usually paid attention to by customers at the first time, so it is required that their comprehensive quality must be quite high. We should also be enthusiastic, generous, active and standardized in service etiquette. But also be quick-witted, be able to deal with some emergencies in time and avoid complaints. Our team often communicates with each other to improve the service level of our whole team.

Quality service should not only stay in the aspects of code of conduct, but also be a sense of initiative, a responsible attitude and a good working attitude. In order to better improve their service level and business level, the sub-branch called the lobby staff to take exams every month this year. Such tests urged me to strengthen my study on weekdays in order to improve more professional services for customers.

second, my exclusive job

at the beginning of this year, I took over the job of credit card liaison in the bank, which coincided with the busiest time of credit card business. At that time, the bank went out for outreach almost every week, so I made all the preparations on Friday night, such as distributing gifts and various outreach supplies, reporting the outreach work on Sunday night, registering the credit card completion status of all employees in the bank every day and sending a brief briefing to the whole bank that night. Of course, we should also communicate with the branch liaison, check the application form in time, and send out the sorted credit card information in time. Looking back now, those days have greatly enhanced our sense of responsibility and the ability to coordinate the team! Make yourself more tenacious and patient in your work.

There are a large number of interns in this year's business. As an "old" lobby, I have been fortunate to be a master for many times. In the process of taking apprentices on weekdays, I have a deeper understanding of my work and have a positive impact on my work status. The influx of newcomers has also put some pressure on our bosses. Of course, this pressure will be transformed into motivation for work. It is also a compulsory course for me next year to drive newcomers to do their daily work in the lobby. In the fourth quarter, I was introduced by President Huang to participate in the competition for the service supervision of the branch, and I was honored to be elected. Now I have to learn how to lead the whole bank to do our service well, and I think this is also one of my priorities next year. In addition, I was in charge of the management of the lobby team in X month. Unlike before, I have to coordinate the work of our whole team in addition to my own work. Now I think what I have done in the first two months is far from enough, and there are still many jobs to be improved. These are my work centers for next year.

Of course, I still have a lot of room for improvement in my work in the lobby. I have made mistakes in my work this year, but under the patient instruction of President Huang and President Zhou, I regained my confidence and continued to set sail. I thank the leaders for their care and help in my work and life, which made me grow constantly. I also want to thank my colleagues, especially my sisters in the lobby, for their support and help in my work. I think I will meet new challenges with a new look in 2xx! 3

I have been working in XX Branch of XX Bank for ten years and served as lobby manager for five months. As a lobby manager, I deeply understand and feel the mission and significance of the lobby manager. The first thing customers see when they come to our business hall is not only the indoor decoration environment, but also smiling faces and cordial greetings. The lobby manager is a business card for our XX bank to serve the public. The lobby manager should have a good personal image, supported by civilized manners, and the lobby manager is the image ambassador of our business outlets. The communication manners and manners shown in the interaction with customers represent the image of our ICBC, because I am the first person in the bank to contact customers, the first person to know what services customers need and the first person to help customers solve problems. Therefore, when the Bank launched its business and when customers have needs, I actively negotiated with the counter staff to guide customers to handle business reasonably for the sake of customers. Because our bank is located in the urban train station, with a large floating population, customers here are highly mobile and cash flows quickly. Therefore, customers who come to us to handle express communication, pay telephone bills and other businesses are particularly frequent. Our tellers are busy from morning till night, and the work pressure can be imagined, which is neither safe nor troublesome. From my first day working in the lobby, from the discomfort at the beginning to being able to integrate well into this job now, my mentality has changed a lot. At first, I felt that the work of the lobby manager was very tiring and troublesome, and the responsibility was relatively heavy. However, slowly, I became mature, and I began to understand that this is the job. It is my job to sit in the position of the lobby manager every day and answer questions for customers. People and everything in the lobby are my scope of work. When I have a clear purpose and work goals and priorities, everything becomes a job for me.

when the customer sits in front of me, I am no longer guilty or nervous. I can face it calmly with a very relaxed attitude and a kind smile, because I am already familiar with my work and customer needs. On the eve of my external work as a lobby manager, I spent a lot of time familiarizing myself with all the businesses, and I learned a lot of business knowledge of financial basics, such as how to save money, how to open an account for the public or the private, how to retrieve the password, how to report the loss, how to cancel the account, I have a certain understanding of what information I need to bring, various remittance fees, funds, online banking and other businesses, and summed up some key points to explain to customers who are not familiar with banking business. For example, the benefits of doing a card in a bank: whether there is an annual fee for atm interbank withdrawals, whether there is an annual fee for savings cards, and how to collect the annual fee and small management fees. When I explain and explain this to customers, they all have a general understanding of our business, and

I know that the lobby manager's words and deeds will attract customers' attention at the first time, so it is required that his comprehensive quality must be quite high. It is necessary to have a familiar and professional understanding of the bank's business knowledge, and then be enthusiastic and generous in service etiquette, take the initiative to standardize, and be witty and be able to improvise. This is very stressful and challenging for a lobby manager. However, I will absorb a lot of knowledge and energy and radiate my own light and heat in the limited working time. As a financial service person, I feel very proud, because I have a high-level leader and a good colleague. The harmonious atmosphere and work enthusiasm among colleagues are my positive and progressive forces. When everything can be changed from hands-on to handy, life will become brilliant. I will constantly enrich and improve myself in such a group and eventually become an excellent and qualified lobby manager. 4

How time flies! In a blink of an eye, our outlets have made impressive achievements, and all the indicators such as fund management are among the best. In particular, as the lobby manager, the credit card work is ranked second in the whole bank. Now the main work is summarized.

I. Main work

This year, I worked as a lobby manager in XX Sub-branch. With the marketization of commercial banks, the service has been paid more and more attention. The lobby work is the beginning of customers' contact with our quality service and the first impression of our bank, so our bank is also very strict with us. The lobby manager is the link between customers, tellers and account managers. We are not only the staff, but also the spokesmen of customers. When customers are confused, we point out the direction for them; When customers encounter difficulties, we help them; When customers don't understand, we patiently explain; We should worry about what customers are anxious and think about what customers think anytime, anywhere. Our X Sub-branch is located in the residential community, and 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 is very great, and about 3 people crowded in as soon as they opened the door. In order to solve the problem of more elderly customers and more passbook business, I actively arranged for the lobby staff to take customers to the self-service equipment in time to check their accounts, and to handle customers with cards at the self-service equipment to divert customers, thus reducing the pressure on the counter. Whenever there is a large passenger flow, I will ask loudly, "XX customers please go to counter X to handle business", so as to avoid some customers taking up time due to leaving halfway and keep a good working order in the business hall. Because only a good business order can we 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.

as lobby managers, we 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, so as to ensure the normal use of the machine and the normal work of shunting. Lobby classics