How do banks provide quality services?

Question 1: How to improve the quality of banking services. Understand and understand the connotation of services

The core of banking services is to maintain and strengthen connections with customers. How to win the market sustainably is a problem that every enterprise needs to face forever. Banks must be customer-centric and adjust themselves. Their services must shift from simply operating financial products to maintaining and deepening connections with customers. It is not enough to just focus on meeting customer needs. They must also study the complex factors behind customer needs. Only by firmly grasping the core of maintaining relationships with customers, being market-oriented, and meeting the multi-level needs of customers with high-quality, diversified, and distinctive services can we gain sustained momentum for our own development. The concept of "customer" is a concept of "big customer". Not only the customers directly served by the bank, but also the departments that have a restrictive relationship with the bank's services and even the bank's own employees should be regarded as customers. When dealing with relationships with customers, banks should establish awareness of the big market and big customers and the concept of "service is a whole process." Build a new type of bank-enterprise relationship, coordinate and manage the factors that restrict the relationship with customers, and enhance customer stability. Without good service guarantees, even customers who are attracted temporarily may run away. Quality service is credibility.

Strengthen and improve service awareness

First of all, we must fully mobilize, in-depth launch, build momentum, and publicize high-quality and civilized services. High-quality and civilized service is related to the corporate image. Therefore, it must be fully mobilized, all employees participate, and high-quality and civilized service should be regarded as a life project. The banking industry is a service industry. While strengthening the quality of the workforce, service concepts and service awareness are also long-term training that they need to strengthen at any time. Secondly, clarify the goals, formulate plans, implement them step by step, and assign responsibility to each person. Carry out an overall plan for civilized service work, formulate phased goals, and refine and enrich the work based on its own reality. Decompose the goals layer by layer, assign responsibilities to each person, ensure personnel are assigned positions, tools are positioned, operations are finalized, services are scheduled, and efforts are made to achieve an orderly work order. Third, improve the mechanism, strictly assess, make standards public, and honor rewards and penalties. Continuously improve rules and regulations to standardize and institutionalize service behavior. It is necessary to establish a strict reward and punishment system based on the actual situation of the bank, formulate and improve strict job specifications, specific service standards and business operating procedures for each business, and at the same time, relevant rules and regulations such as business management, business operations, and internal management shall be implemented in accordance with The professional division of labor is systematically improved, sorted and compiled, and all employees are required to memorize and memorize each operating procedure for their position and use it skillfully and standardizedly. Finally, implement the "top leader" project and provide high-quality and civilized services. High-quality service is the foundation for business development and efficiency, so it must be placed in an important position and included in the overall thinking of work decision-making, and the "top leader" project should be fully implemented. It is necessary to establish a leading group for high-quality and civilized service work with the president as the leader. Each branch must also sign a high-quality service responsibility letter at each level to quantify and refine various indicators, decompose responsibilities to people, and incorporate them into the president's target management system. Assessment.

Strengthen training and education and improve business skills

High-quality and civilized services must reach a qualitative leap from the accumulation of quantity. The key is to put people first and improve the political quality of employees through education, training and strengthened management. and business quality, creating a high level of quality service with the high quality of employees. 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 "good, fast, accurate and strict" in their work. If they fail to meet the standards, they will not be able to take up the job. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately; use counter service as a breakthrough to carry out various activities with high-quality and civilized services as the content; organize dedication, dedication and service The speech contest celebrates the noble demeanor of employees for their hard work, diligence and dedication; and promotes standardized services with employee star management as the core. Through the assessment of "morality, ability, diligence and performance" of counter staff, corresponding stars will be awarded. Implement "star-based employment, salary based on position, and star-based salary" to fully mobilize the enthusiasm of employees; business outlets must purify and beautify the business interior and exterior in accordance with standardized service standards, and pursue a clear and unified external image design style to serve as a silent propaganda function.

Improve the level of financial electronics and innovate service methods

The development of new businesses is a need to enhance business development potential and competitiveness.

Therefore, commercial banks should set up departments dedicated to new business development, strengthen market investigation, prediction and analysis, research and innovate financial products, improve service functions and improve service levels. In order to adapt to the continuous improvement of corporate and personal financial awareness... >>

Question 2: How to provide good banking services 1. Smile is the introduction of civilized and high-quality service.

2. Skills are the basis for improving service levels.

3. Knowledge is a strong guarantee for improving service capabilities.

4. Communication is an effective means of providing good service.

5. Unity is the invisible force that enhances the overall service image.

6. Satisfaction is the unremitting goal of service work.

Question 3: How to improve bank counter services. Counter service is the initial service of a bank, the first impression the bank gives to customers, an important representative of the bank's image, and a key link in bank services. At present, the "service quality" of banks has attracted much attention. How to comprehensively improve the overall level of services? The author believes that we should start by improving the quality of counter services, because counter services play an important role in improving bank service quality and bank image that cannot be ignored.

1. Thought is the forerunner of good service work

Thought is the forerunner of action. With the development and progress of society, more and more high technologies are applied to banking services. Whether it is customers' requirements for service work or banking services themselves, the requirements for service work are getting higher and higher. In recent years, customer complaints about bank counter services have still occurred to a greater or lesser extent, and relevant cases have been circulated in the media from time to time. The reason is that some bank employees have not completely changed their concepts and their ideology lags behind. Changes in times. Therefore, bank cadres and employees must update their concepts and fully understand the urgency and importance of improving the quality of bank counter services. ?

Providing good counter services is the most basic responsibility of the banking industry. It is the key to building a high-quality brand in the banking industry, cultivating and improving the core competitiveness of banking financial institutions, and is related to the image of the entire banking industry reform. As a modern service industry, competition in the banking industry is ultimately competition in services. To gain a firm foothold and gain and maintain advantages in the increasingly fierce international competition, we must regard quality service as an eternal theme, firmly establish the concept of "service-based", put customers at the center, implement a service-winning strategy, and implement civilized and standardized services. The requirements and standards are embedded in all aspects of operation and management and integrated into all business areas of the bank, constantly improving the service environment, improving service facilities, improving service methods, innovating service varieties, standardizing service behaviors, and improving service efficiency.

Improving the quality of bank counter services has an irreplaceable function. On the one hand, it is an important measure to build the core competitiveness of banks. Service is the core competitiveness of banks. Bank services must reflect responsibility and integrity, and at the same time bring added value to customers. On the other hand, it is an important driving force to accelerate business development. Judging from the practice of banks, the successful model of forming market reputation through comprehensive improvement of service quality, thereby driving customer development and business growth, has been confirmed by the business development of many excellent outlets. Furthermore, it is an effective means to strengthen business risk control. The improvement of service quality is based on habit formation, guided by standardized operations, compliance management as a means, and risk control as the goal, forming a whole-process standardized management.

Question 4: How can banks improve service quality? Understand and recognize the connotation of service. The core of banking services is to maintain and strengthen connections with customers. How to win the market sustainably is a problem that every enterprise needs to face forever. Banks must be customer-centric and adjust themselves. Their services must shift from simply operating financial products to maintaining and deepening connections with customers. It is not enough to just focus on meeting customer needs. They must also study the complex factors behind customer needs. Only by firmly grasping the core of maintaining relationships with customers, being market-oriented, and meeting the multi-level needs of customers with high-quality, diversified, and distinctive services can we gain sustained momentum for our own development. The concept of "customer" is a concept of "big customer". Not only the customers directly served by the bank, but also the departments that have a restrictive relationship with the bank's services and even the bank's own employees should be regarded as customers. When dealing with relationships with customers, banks should establish awareness of the big market and big customers and the concept of "service is a whole process."

Build a new type of bank-enterprise relationship, coordinate and manage the factors that restrict the relationship with customers, and enhance customer stability. Without good service guarantees, even customers who are attracted temporarily may run away. Quality service is credibility.

Strengthen and improve service awareness

First of all, we must fully mobilize, in-depth launch, build momentum, and publicize high-quality and civilized services. High-quality and civilized service is related to the corporate image. Therefore, it must be fully mobilized, all employees participate, and high-quality and civilized service should be regarded as a life project. The banking industry is a service industry. While strengthening the quality of the workforce, service concepts and service awareness are also long-term training that they need to strengthen at any time. Secondly, clarify the goals, formulate plans, implement them step by step, and assign responsibilities to each person. Carry out an overall plan for civilized service work, formulate phased goals, and refine and enrich the work based on its own reality. Decompose the goals layer by layer, assign responsibilities to each person, ensure personnel are assigned positions, tools are positioned, operations are finalized, services are scheduled, and efforts are made to achieve an orderly work order. Third, improve the mechanism, strictly assess, make standards public, and honor rewards and penalties. Continuously improve rules and regulations to standardize and institutionalize service behavior. It is necessary to establish a strict reward and punishment system based on the actual situation of the bank, formulate and improve strict job specifications, specific service standards and business operating procedures for each business, and at the same time, relevant rules and regulations such as business management, business operations, and internal management shall be implemented in accordance with The professional division of labor is systematically improved, sorted and compiled, and all employees are required to memorize each operating procedure of their position and use it skillfully and standardizedly. Finally, implement the "top leader" project and provide high-quality and civilized services. High-quality service is the foundation for business development and efficiency, so it must be placed in an important position and included in the overall thinking of work decision-making, and the "top leader" project should be fully implemented. It is necessary to establish a leading group for high-quality and civilized service work with the president as the leader. Each branch must also sign a high-quality service responsibility letter at each level to quantify and refine various indicators, decompose responsibilities to people, and incorporate them into the president's target management system. Assessment.

Strengthen training and education and improve business skills

High-quality and civilized services must reach a qualitative leap from the accumulation of quantity. The key is to put people first and improve the political quality of employees through education, training and strengthened management. and business quality, creating a high level of quality service with the high quality of employees. Strengthen business technical training and improve service efficiency. Conduct on-the-job training and on-the-job training, conduct regular assessments and professional and technical competitions, and require employees to be "good, fast, accurate and strict" in their work. If they fail to meet the standards, they will not be able to take up the job. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately; use counter service as a breakthrough to carry out various activities with high-quality and civilized services as the content; organize dedication, dedication and service The speech contest celebrates the noble demeanor of employees for their hard work, diligence and dedication; and promotes standardized services with employee star management as the core. Through the assessment of "morality, ability, diligence and performance" of counter staff, corresponding stars will be awarded. Implement "star-based employment, salary-based salary, and star-based salary-linking" to fully mobilize the enthusiasm of employees; business outlets must purify and beautify the business interior and exterior in accordance with standardized service standards, and pursue a clear and unified external image design style to serve as a silent propaganda function.

Improve the level of financial electronics and innovate service methods

The development of new businesses is a need to enhance business development potential and competitiveness. Therefore, commercial banks should set up departments dedicated to new business development, strengthen market investigation, prediction and analysis, research and innovate financial products, improve service functions and improve service levels. In order to adapt to corporate and personal finance... >>

Question 5: Please provide an article focusing on how to provide high-quality bank services or customer marketing. Please give me 100 points if you have experience. I think that for good service, you should pay attention to the following points:

1. Mentality. You must have a good attitude, serve customers, and work with the mentality of thinking about customers.

2. Professional knowledge. A good attitude proves that you have a correct attitude, but if you do not have professional knowledge and cannot answer customers' questions, you will naturally not be able to provide good services.

3. Body language. It is necessary to set a standard for smile service and then implement it according to this standard.

Question 6: How to provide good customer service for banks? satisfaction in the field, thus forming satisfaction with the entire China Merchants Bank.

Walking into the business hall, there were flowers at the door. A staff member with a "Promoter" sign on his chest came over and asked the customer enthusiastically. Then, you get a number from the machine and rest on the sofa while you wait for the number to be called. If you're bored, take a look at the newspaper rack next to the sofa. There is also water and coffee for you to enjoy. When the customer comes to the counter, the service staff will stand and serve the customer with a smile. Perhaps many banks have done this now, but CMB first attracted people’s attention with such services.

For these service details, Deputy General Manager Li Chaoyang of the Customer Service Department of CMB has a special concept ―MOT, that is, real moment or real feeling. He believes that customer satisfaction is formed by the accumulation of "MOTs" one by one. From contacting a thing to making a judgment, an MOT is constituted. A large number of judgments people make in life are not based on deep understanding, but on instantaneous judgments about things. For example, an advertisement, if people have to do a lot of MOTs to know what it is talking about, then it is not a good advertisement. If people can quickly understand what it is talking about after seeing an advertisement, then it is a good advertisement.

●Point - Pay attention to MOT

The service in the business hall is only part of paying attention to MOT. And when we call the customer service number of China Merchants Bank, we will hear a pleasant greeting: "Hello customer, China Merchants Bank Credit Card Center, my surname is The hotline is more user-friendly and more popular with customers. In order to ensure that every service staff can achieve 100% performance, they require customer service staff to have a 15-minute etiquette training before starting each shift.

In fact, whether it is lobby service or hotline service, as long as it is all interfaces and touch points that may come into contact with customers, such as customer calls for inquiries, business promotions and customer visits to websites, etc., CMB can improve service satisfaction. The focus of the degree. To this end, they also put forward the requirements of "consistency, completeness, and stability" to control the work quality and efficiency of key indicators in these business links.

Among them, the customer service hotline is an important contact point that they pay attention to. To this end, they have tailored more than 20 indicators specifically for the customer service center and conduct regular performance tests. Timeliness operational indicators: ACD answering timeliness (S/L connected within 15 seconds ≥85%), call hangup rate (≤5%), frontline processing rate (≥95%), recording success rate (≥95% )wait. In addition to external touch points, this quality assurance system also goes deep into internal customer touch points. Because they know that only when the work of various departments within the bank is smoothly connected can we truly serve customers efficiently. Indicators focusing on internal customer satisfaction include: telephone service evaluation, department complaints, overall service satisfaction, education and training satisfaction, etc.

CMB’s real-life services are meticulous, and its online services are also unambiguous. Although it was not the first bank to launch a website, it was the first bank to implement online transaction functions such as account inquiries, stock investments, online payments, and fee payments. Moreover, according to the above-mentioned survey in the Beijing area, China Merchants Bank's user evaluations are in a leading position in terms of the security, ease of opening, ease of operation, accuracy and timeliness of data recording, and web page speed.

●Hotline - "one-stop" authorization

What is the most annoying thing about making hotline calls? There was once a cross talk vividly revealed the "three fears": one is the fear of waiting too long; It takes time; secondly, I am afraid of advertising interruptions and a lot of sales; thirdly, I am afraid of reporting layer by layer and delaying it again and again. So how can China Merchants Bank's "one-stop" service avoid departmental shirk and shirk of responsibility in the execution of the entire process?

- Flexible authorization. They first stipulated that the call should be answered within 15 seconds, and implemented the concept of "real-time service" by adopting a high degree of front-line inquiry authorization and establishing authorization for handling customer disputes at all levels to avoid the need for a large number of problems to be escalated layer by layer. It affects the processing efficiency and greatly improves the one-time solution rate of the problem.

For example: the adjustment of the temporary limit can be completed online by the front-line customer service specialist; the front-line service staff is authorized to adjust the recurring interest incurred by the customer due to the first failure to receive the bill; the front-line customer service specialist is authorized to handle the customer's various handling fees conditionally.

——Second-line tracking. What should front-line employees do when they encounter problems that cannot be solved? According to statistics, Mr. Li Chaoyang analyzed that only about 5% of the problems in the customer service center require support from other departments. The CSI system developed by China Merchants Bank... >>

Question 7: A brief discussion on how to improve the "civilized and high-quality services" in the banking industry. The competition in today's financial industry is not only the credibility competition between banks , and it is a competition for high-quality and civilized services and high efficiency. Which bank has a good reputation, excellent services, and can better adapt to the different levels of customers' needs, will be able to occupy more financial markets and maintain more high-quality customer groups. As a typical In the service industry, the quality of bank services directly reflects the level of bank management. If the service is excellent, what is displayed to the public is a brand. Without service, it will lose its market competitiveness. According to a special survey: nearly 50% of citizens go to the bank they think provides the best service, while only 30% of the citizens go to the bank they think is the strongest.

Question 8: How to provide good counter services In today's increasingly fierce competition in the financial industry and diversified customer needs, high-quality services have become one of the main ways for banks to win social credibility, win over customers, and face external competition.

As a result, competition in the financial industry is increasingly characterized by competition for reputation and service. The quality of service and reputation are directly related to whether banks can occupy more markets and obtain more services. Favorable development opportunities. As a service industry, banks must change their service concepts and focus on high-quality and civilized services, so that they can improve the overall level of banks' civilized services, better serve customers, and maximize customer interests.

First of all, the service method should be proactive and enthusiastic. This is reflected in the service etiquette. We will strive to be enthusiastic and generous, and proactively handle business for customers in a standardized manner. Because the customers who come to handle business are of different ages and cultural levels, we must constantly remind ourselves to cultivate our own insight and control over small things and provide differentiated services for different customer groups. In exchange for customer recognition and trust.

Secondly, strengthen the training of business skills to make service skills proficient and accurate. Professional quality level is the basis for civilized service. To achieve a qualitative leap in high-quality civilized services, the key is to put people first. Therefore, we must continuously enrich our service content, optimize our knowledge structure, and strive to improve our work skills to ensure high-standard services in the future.

Finally, we attach great importance to customer opinions or suggestions and strive to maximize customer satisfaction. At this point, we must unswervingly adhere to the concept of "service first", always regard service as a major event in the office and attach great importance to it, value every customer's feedback, and at the same time be critical and self-critical at work. Criticize and regard maintaining the reputation of the firm as a sacred duty.

Question 9: The best way to plan high-quality service activities at bank counters is to hand a glass of water to customers when there are many people

In this way, customers No matter how anxious you are to wait,

you will feel comfortable when you see this service attitude

Play some soothing music in the lobby, etc.

Let’s talk about business first The atmosphere in the hall is created

Customers feel comfortable and naturally less impatient

2. Questionnaire surveys can be implemented

But most people are more annoyed by these

< p> Moreover, the content of the questionnaire should be in line with the bank's business

Customer needs

It is best to participate in the questionnaire survey

and receive credit card points or small gifts.