In order to deepen the transformation of branches and improve the quality and efficiency of financial services, Qingyuan ICBC Liannan Branch adheres to the "customer-centered" service concept and insists on starting from the details, including employee image, service efficiency, and warmth. Improve service levels in three aspects of service and give full play to the "trilogy" of lobby services.

The image "lights up". The bank has gradually upgraded and improved the regional functions of the lobby. The VIP service area, smart banking area, corporate business area and other areas have realized the functional complementation and business docking of electronic channels such as mobile banking, online banking, smart lobby, self-service equipment and traditional counter channels; The business outlets within the jurisdiction are equipped with humane and people-friendly convenience facilities, such as banknote detectors, water dispensers, medicine boxes, umbrellas and other convenience facilities. For customers to use, so as to keep the environment inside and outside the hall clean and comfortable at all times, and provide customers with the most considerate service. Improve employees' service awareness and standardize service levels through network service self-examination and morning and evening drills.

Efficiency means "fast". The bank has clearly done the compensation and linkage work in the lobby, carried out preliminary identification and diversion of customers entering the lobby, organized employees to take turns on duty in the lobby, cooperated with each other, coordinated customer business guidance and diversion, guided and helped customers use self-service equipment, and solved difficult problems. Effectively divert customers, speed up business processing, reduce customer waiting time, improve customer satisfaction, and effectively solve the problem of "long customer queues".

The service is starting to heat up. In view of the situation that middle-aged and elderly customers are not proficient in online business operations, we will focus on providing face-to-face guidance to customers in downloading, installation, on-site experience, etc. until they are proficient in operation. In response to the public's demand for deposits, the lobby manager is equipped with a lobby PAD to introduce customers to their actual deposit types, allowing lobby staff to quickly grasp the operation of the outlet, accurately identify customers, and provide "one-on-one" personalized services; to target telecommunications fraud There are many types of telecom fraud warning educational videos on the TV screen in the business hall, using real cases to sound the alarm for customers, enhance customer recognition, and improve service quality and efficiency.

On the basis of high efficiency and high-quality services, the bank ensures to improve customer satisfaction, unswervingly meet customers' urgent needs and solve customers' worries. Related questions and answers: For bank service cases, go to Baidu Wenku to view the complete content gt;

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Service case classification: According to the different functions of bank service customers, Service cases are divided into seven aspects: lobby manager, tall teller, personal account manager (financial planner), corporate account manager, customer service agent, branch site management, and private account manager (personal loan officer).

01001-01016 Lobby manager 02001-02029 High counter teller 03001-03014 Private account manager (financial planner) 04001-04001 Corporate account manager 05001-05007 Customer service agent 06001-06013 Branch on-site management 07001-07003 Private account manager (personal account manager) Loan officer) Case directory: 01001 They are all our customers 01002 What should I do if I find that my colleague made a mistake? 01003 The story of 4171 yuan coins 01004 What should I do if the customers quarrel in the business hall? 01005 The teller made a mistake, what should the lobby manager do? 01006 The lack of service reflected in the annual fee 01007 What does it take to go from "complaining" to satisfaction? 01008 Leave convenience to customers truly 01009 Details win customers, reputation creates brand 01010 Use reason and emotion to serve 01011 Excellent service = attitude + knowledge + skills 01012 Be patient, dedicated and attentive to win loyal customers 01013 Familiar with business, provide in-depth services to solve practical problems for customers 01014 High-quality customers need us to discover carefully 01015 "Recycle credit card cycle" clever marketing 01016 Be more thoughtful and make the service more perfect 02001 Incorporate true feelings in exchange for trust 02002 Wrong ourselves and touch customers 02003 Complaints that should not make customers cry 02004The power of sincerity02005Why is automatic repayment unsuccessful? 02006 Service problems caused by a one-time card cancellation business 02007 "Unrepayable" "arrears" 0201906011 Mr. Gao: "Who should I listen to?" "At this time, customers queuing up in the lobby to handle other business related questions and answers: Why is it said that "banks serve the rich, and poor people make money for the bank"?

I think this statement is a bit confusing. The bias is a bit superficial.

Maybe it’s because everyone has seen that banks have VIP channels and provide thoughtful and perfect services to VIP customers, such as giving gifts and condolences during holidays, airport pick-up and drop-off on weekdays, and higher financial interest rates, etc. It may be because they are relatively indifferent to ordinary customers, and sometimes even unreasonable. In fact, these just represent the attitude of bank staff, and it is a question of the quality of bank staff.

(VIP area)

(Lobby)

A bank is an inevitable product after the currency commodity economy develops to a certain stage. It is a financial institution that operates money and credit. Although it is a lever for the state to regulate economic and financial affairs, It is also a commercial institution with a profit-making purpose. Since it is a profit-making institution, it must have humanized operations.

Wealth has always been concentrated in the hands of a few people. According to statistics: 90% of my country's wealth is controlled. In the hands of less than 10% of people, 99% of people have only 10% of wealth. It is not difficult to imagine why banks have opened VIP channels.

Banks absorb public deposits, issue loans, act as credit intermediaries, and treat everyone. The nature of the work of each customer is the same. The difference is that the attitude towards VIP customers is better, deposits and withdrawals are more convenient and faster, and the interest rate on financial investment is higher. Since it is a commercial service, there must be a customer service category.

In order to attract more deposits, grant more loans, and make greater profits, we must have a better attitude towards customer service. Banks handle tens of millions of deposits and loans every day, and it is impossible to serve everyone. It is not possible to open a dedicated channel for everyone. We can only treat them differently

Of course, as a member of the common people, I hope that banking institutions will try their best to improve the system, improve the quality of employees, improve service attitude, and improve the quality of services. Service efficiency, truly convenient and fast for the people!