Exchange my sincerity for the true feelings of customers
Cui Sufang, Bank Card Business Office, ICBC Beijing Branch
In actual work, people often understand service as attitude. That is, good attitude = good service. In fact, this is not the case. Service has a deeper connotation and is inextricably linked to the implementation of rules and regulations.
Through several years of contact with Peony credit card holders, the author has the following feelings: rules and regulations are a model for standardizing customer service, and service is the implementation of rules and regulations through the implementation of effective specific measures. They complement each other, depend on each other, and are indispensable.
Everyone knows that dealing directly with customers is tiring and tedious, but I like this job. I like to see the expressions of customers expecting and leaving with satisfaction; I like to see customers get unexpected results under our suggestions. The surprise at harvest; the sense of accomplishment gained after the interests of the bank and customers are protected by adhering to principles. However, I often have regrets due to the deficiencies in hardware facilities that have to be compensated by artificial service methods. I also have to accept the venting of dissatisfaction when customers fail to achieve their goals... In short, all kinds of people come and go, which makes me We have formed an indissoluble bond with many customers. We exchange sincere service for customers' true feelings, which makes our work vivid and colorful!
Example 1 It was a busy summer. The counter was crowded with customers waiting to do business. A 30-year-old woman surnamed Liu went to the counter and asked for an additional card. She was refused by the handler because she did not bring any relevant materials that could prove her relationship with the applicant for the additional card. Ms. Liu was unwilling to leave and insisted on meeting with the person in charge to discuss whether they could help solve the problem. Although I was busy drafting an important notice, I still put down my pen.
I walked out of the counter, read the application form she filled out, and checked her archived information through the computer. I found that Ms. Liu had been using the card for more than three years, and her account was in good condition. She had never had an overdraft. Or the situation of overdraft and non-repayment. If the overall feeling is that she is an honest and trustworthy person, please indicate in the blank space of the application form: The applicant for the additional card is indeed the husband of the main cardholder. If an overdraft occurs on the additional card, the main cardholder is responsible for unconditional repayment. So, I signed the person in charge on the application form and agreed to apply for an additional card.
I originally thought that the matter would be resolved smoothly, but unexpectedly something unexpected happened: During the process, the handler discovered that the applicant for the attached card was the guarantor of the household (the two were friends when they guaranteed it three years ago). If you change to an additional card applicant now, you need to find a new guarantor and provide relevant information of the new guarantor. After explaining the situation to her, she requested that her husband be both the holder of the additional card and the guarantor. According to the relevant regulations of our bank, the guarantor and the cardholder cannot be husband and wife, so it seems that Ms. Liu has to come a second time!
At this time, Ms. Liu looked disappointed and expressed Some dissatisfaction. I also felt that our staff was responsible for not prompting her when she called for consultation, and I felt really uneasy about letting the customer run away again, so I asked her if she could find a new guarantor immediately, and the answer was: No problem. I contacted the guarantor according to the contact number of the new guarantor's workplace that she filled in, explained the guarantor's responsibilities to her and faxed the guarantor responsibility letter. After asking her to sign and confirm, she faxed it together with a copy of her ID card.
When all the procedures were completed and the clerk handed two shiny new cards with gilded characters to the customer's hands, the bright smile on her face was enough to confirm her inner satisfaction.
One matter at a time requires the applicant to provide necessary identity verification information for verification by the card issuer. This is a means to ensure the applicant's true identity, creditworthiness, solvency, etc. Verification with the guarantor is to allow the guarantor to clarify its responsibilities and obligations. On the premise of ensuring that these two aspects of information are authentic and credible, we flexibly control the verification methods to provide certain conveniences for applicants. This does not violate our bank's rules and regulations, but also provides applicants with personalized and fast results in a flexible and appropriate manner. Service is an extension of service means.
Afterwards, Ms. Liu wrote a letter saying: She and her husband will become our bank’s permanent and loyal cardholders.
Example 2 One day, an old man asked to cancel his expired credit card account. Originally, all procedures were complete and things could be done in just a few minutes, but due to a sudden computer failure, it could not be accomplished. Staff and customers are anxious.
The old gentleman was very anxious and paced back and forth outside the counter. He repeatedly stated that he did not want to run away again because he was far away from his unit. He asked several times how long it would take to repair the problem. At this time, the computing center still cannot determine when the problem will be solved. Although the staff repeatedly comforted him not to worry, they were unable to solve the specific problem, and no matter how good their attitude was, they seemed insignificant.
After thinking twice, I discussed it with the old gentleman and asked him if he had a current passbook from one of our bank’s savings outlets. After getting a positive reply, I checked the balance of the card with him and recorded his passbook number and contact number. I told him that after the troubleshooting, I could cancel the credit card account for him and deposit the money into his In the current passbook, call him after all the procedures are completed and ask him to go to a nearby savings outlet to re-register the passbook at a convenient time. The gloomy look on the old gentleman's face immediately cleared away, and he thanked me repeatedly, which left me at a loss.
According to regulations, when a credit card account is closed, the cardholder must sign on the account cancellation list to prove that it was the cardholder himself. At that time, account cancellation was not possible due to computer communication failure. The problem was caused unilaterally by the bank and had nothing to do with the cardholder. It was unreasonable for the cardholder to go back and forth again. We will note the reason for the cancellation on the account cancellation list and indicate the transfer passbook number to ensure that the deposit will not fall into other people's accounts, without departing from the original intention of formulating the system, and to ensure the absolute safety of the cardholder's deposits. . Handling it in this flexible way fundamentally protects the bank's good reputation.
Example 3 Once, a customer needed to re-create the card because the magnetic stripe on the card was damaged, but the password would be restored to the original state every time the card was re-created. If the cardholder does not retain the initial password, he will not be able to conduct some transactions that require the use of a password. According to the relevant regulations of our bank, you can apply for a replacement password, but you must apply for it in person and receive it after 3 working days.
But the cardholder said that he would not be able to come and collect it in person after 3 days. He expressed his dissatisfaction with the relevant regulations of our bank, and also raised some opinions such as ATMs cannot provide 24-hour service and it is inconvenient to withdraw money; the staff at some outlets do not have comprehensive business knowledge and cannot meet his needs; some industries cannot use card settlement, etc. .
I think the focus of the problem is that the cardholder does not want to do it again and is looking for excuses. Although other methods can be considered, the reason must be explained to him. So I explained to him: Poor storage or improper use of the card will often affect the life of the magnetic strip. After the magnetic strip is damaged, the cardholder’s modified password cannot be confirmed. If there is no function to restore the initial password, the magnetic strip will not be restored when the magnetic strip is lost. Under normal function, there is neither an initial password nor a modified password. How to use it? The cardholder expressed understanding after listening to it, but how to solve the practical difficulty of not being able to come to collect the password envelope in person after 3 days. I suggested to him: If you can specify If someone wants to collect the password envelope on his behalf, he can write a letter of authorization when applying for a replacement password, and his designated client will collect it on his behalf with his ID card 3 days later. Upon hearing such suggestions, the cardholder expressed his acceptance and expressed his gratitude to us for putting ourselves in his shoes to solve his specific difficulties. He also said that he did not need to pay attention to other opinions raised.
It’s a matter of discussion. The reason why password envelopes cannot be collected on behalf of others is to ensure the security of the cardholder’s account. If someone requests to collect on behalf of others and we cannot confirm whether there is such a fact, we cannot handle it on behalf of others. However, the cardholder takes the initiative to ask others to collect it on his behalf, and the procedures are strict and there will be no risk of impersonation (our bank will attach the power of attorney as an attachment to the replacement password and instructions for collecting the password). It is not only responsible for the security of the cardholder's account, but also provides certain convenience.
In the process of handling business, this situation often occurs: when a focus issue is not resolved, the cardholder may ramble and raise some dissatisfaction. If we do not simply refuse the matter, but help him Come up with ideas and find ways to solve the focus issues through other means without violating the system regulations, and other non-focus issues will be easily solved.
Example 4: When a cardholder requested cash withdrawal at a savings outlet in another place, he was told that the card in his hand had been stopped, and the handler was prepared to confiscate the card in accordance with relevant regulations. The cardholder expressed great confusion and indignation and requested the outlet to contact us and explain clearly the reason for deducting the card.
Our bank’s computer data shows that the guarantor of the household has terminated its guarantee liability relationship with the household. According to relevant regulations, as long as the guarantor goes through the cancellation procedures, the card must be stopped, and the acceptance outlet has the right to confiscate the card if it finds that the card number is included in the stop-payment list when accepting the card.
After understanding the reason for this matter, the cardholder expressed understanding of our approach, but still requested to withdraw 2,000 yuan in cash, otherwise he would not be able to return from a business trip. I checked the account status of this account and found that there were no overdrafts or bad records and there was sufficient balance to pay. Therefore, cardholders are asked to make a written commitment: to go through the insurance replacement procedures in a timely manner after returning to Beijing. Then ask the authorization center to accept this account's request and allow it to withdraw 2,000 yuan. The cardholder turned from anger to joy and expressed appreciation for our approach.
After accepting the policy cancellation procedures on a case-by-case basis, the canceled policy owner will be stopped from paying. This is a protective measure that is responsible for the original guarantor to avoid malicious overdraft by the cardholder during the policy cancellation period. Measures: If the card is not stopped but can still be used after the guarantee is withdrawn, and the original guarantor is required to bear the repayment responsibility when overdraft occurs, the guarantor has the right to refuse repayment.
However, when it comes to this account specifically, there is no malicious overdraft history in this cardholder's account. Due to the passive cancellation of insurance, without knowing it, there is no malicious intention to overdraft, and 2,000 was withdrawn from an account with sufficient balance. Yuan will not cause any loss to the bank and the original guarantor. In principle, it does not violate system regulations, and it also solves an urgent need for cardholders. The cardholder repeatedly stated that he would continue to use the card after changing the guarantor, showing his loyalty to our bank.
Example 5 The so-called flexibility to meet the cardholder's requirements is not unprincipled. If the other party's request is unreasonable, we will confidently reject it after explaining the reasons why it cannot be accepted.
Once, a quasi-credit cardholder came to us and said that because he forgot to make a deposit after using the card to make purchases, an amount of more than 150 yuan resulted in overdraft interest of more than 100 yuan in more than a year. , he said that since he did not want to overdraft subjectively, could he agree not to pay or pay less overdraft interest? And repeatedly said: "I mean well, the computer should be able to distinguish, it is emotionally unacceptable for me to pay so much interest!"
I explained to the cardholder: Our bank's credit card regulations clearly stipulate that for holders The quasi-credit card services provided by cardholders include: when the balance in the reserve account is insufficient for payment, an overdraft can be made within the credit limit specified by the bank. When the cardholder consumes within the credit limit, the computer can only judge whether the consumption amount is within the prescribed limit and whether the transaction is carried out based on the program settings. It does not have the level of human IQ and cannot judge whether the cardholder is using human thinking and emotions at that time. Subject to subjective consciousness and whether you want to overdraft subjectively, overdraft interest is calculated continuously according to the instructions of the program design. In a sense, computers are cold and devoid of human thoughts and feelings. Although I cannot accept it emotionally, I can only accept this objective fact. Therefore, no matter how much the interest is, it must be borne by the cardholder. Although the cardholder was extremely reluctant, he no longer raised any objections.
Discuss one matter at a time. When cardholders do not know enough about credit card business knowledge or have misunderstandings, on the one hand, they must patiently explain to them the reasons why our bank cannot accept it. On the other hand, they must explain our bank's The system stipulates that principles must be adhered to.
In Example 6, at noon one day, a savings bank in the outer suburbs called a department of our office for consultation: Several customers went to the bank at 9:00 in the morning to deposit 90,000 yuan for a cardholder from another place. , and asked to cancel this business again at 12:00, can the cancellation be accepted?
Although I have never accepted similar business, based on my previous relevant experience, I think it cannot be canceled. The past practice is: only When the payee's bank returns the remittance, we will notify the remitter to cancel it. In this way, remittance requires a "round trip" between banks in the two places.
The reason is very simple: the complete certificate accepted by the bank has been kept in the hands of the remitter for 3 hours. During such a long period of time, it is impossible to know what the person holding the certificate has done, and it is impossible to judge.
So I asked the remitter on the phone why he wanted to cancel. The other party gave a number of objective reasons, and also suggested that the other party's cardholder was anxious to use the money and was afraid that the account would arrive late and miss business opportunities. I politely explained to him that I couldn't cancel, but if it was due to time issues, I would try my best to find ways to improve efficiency. So I asked the person in charge of the savings bank to use the bank's internal transfer voucher to transfer the deposit to the affiliated bank of his superior unit. He immediately delivered the transfer voucher to the superior bank and asked the affiliated bank to accept the transfer on the same day. This can shorten the time The time the remittance is in transit ensures that the other party will receive it the next day. The client accepted my suggestion and raised no further objections.
The voucher issued by the bank has legal effect. Within 3 hours after the accepted voucher with complete procedures leaves the bank, if someone uses this voucher to do other things, it is virtually equal to the bank's Provides convenience for it. Therefore, the cancellation request for this business cannot be accepted.
Sure enough, not long after this incident happened, I received a very similar complaint call: a company shipped the goods to the buyer after receiving the fax of the buyer’s payment voucher, but the goods had already been shipped. More than 2 months after it was issued, the payment of 30 million yuan has not yet arrived. The unit's financial staff mistakenly believed that our bank intentionally delayed the remittance and failed to deposit it into the unit's account in time, and strongly requested to complain to the president for resolution.
I explained to her that our bank will never delay remittances like this, and the problem may occur at the remitter. An inquiry letter should be issued immediately to the remitter's bank through the unit's account opening bank. If the money has not been remitted at all or it is a fax of a fake remittance order, it should be resolved through the public security department. My reminder made her suddenly realize that she would no longer conduct commodity transactions based on faxes, and that she should immediately go to the bank where the account was opened to make inquiries and report the case. She also apologized for the misunderstanding she had about our bank.
In summary, in our daily work, we must adhere to principles, ensure the safety of bank funds, maintain the credibility of card issuers and banks, and protect the interests of cardholders from infringement. When cardholders are blocked or encounter difficulties when using their cards, we will find ways to solve specific difficulties for cardholders, be flexible but principled, and provide personalized and thoughtful services to cardholders depending on people and situations.
In actual work, we often use empathy to observe and experience the specific needs of customers, constantly enrich and enrich the connotation of service work, and achieve: by exchanging my sincerity for the true feelings of customers, we can truly realize the Peony Credit Card "Safe, convenient and fast" service commitment.