—— On-the-spot record of quality service in Quzhou Branch of China Industrial and Commercial Bank.
Editor's note:
There are many small and medium-sized enterprises in Quzhou. At present, many enterprises are facing financing difficulties and operational difficulties.
How can financial institutions solve problems for small and medium-sized enterprises and how can business outlets provide quality services for the masses? Quzhou Branch of ICBC, a national civilized unit, launched the activity of "100,000 people visit every household every day to help solve problems and help growth" in view of social and people's livelihood problems, and adopted a number of convenience measures, innovative services and innovative financial products to effectively solve problems for SMEs.
"Quzhou ICBC people" have civilized and high-quality services, such as spring breeze and peony fragrance. This newspaper published two long newsletters: Giving charcoal in the snow —— Sidelights of China Industrial and Commercial Bank Quzhou Branch Serving Small Enterprises, and Spring Breeze —— Documentary of China Industrial and Commercial Bank Quzhou Branch Serving Readers with Quality.
Bright, neat and spacious, walking into the business hall of Quzhou ICBC, let the reporter see a beautiful landscape. A beautiful peony is very eye-catching Side book: "Service is endless!" This is not only the understanding of Quzhou ICBC's service, but also the expectation of its own service.
From the convenience facilities such as self-service deposit and withdrawal machines, self-service card issuing machines and electronic form filling machines at the entrance, to all kinds of guiding signs, warm reminders and seats in the waiting area, all of them are the highlights of the bank's quality service. Although there are many customers in the hall, everything seems to be in order. Although every employee is busy, everyone has a natural smile on his face.
Efficient service, convenient and fast customer service.
The achievements have not slowed down the pace of improving the service quality of Quzhou ICBC. They focus on how to improve service efficiency.
Many customers need to handle business every day, and the bank's window is limited. Can you solve the problem of customers waiting in line? Their approach is that "systemic problems should be solved by system management". Balance the daily passenger flow every month, increase temporary service counters, divert simple business customers, increase guiding personnel during peak business hours, and reduce the counter time wasted due to customer mistakes ..... One measure has been introduced one after another.
ICBC has a warm reminder card to inform you in advance during busy business hours such as school freshmen's payment, batch card handling and pension payment. With it, customers can know when they are busy and when they are free in a day, and the schedule of business processing is very calm, avoiding everyone getting together to handle it, and customers are very satisfied with the warm reminder card.
Innovation and responsibility are particularly evident in ICBC's efforts to improve customer service efficiency. It is understood that nearly half of the customers currently handling business in this bank are diverted from the counter to various self-service devices. This is due to ICBC's extensive service outlets, self-service equipment with complete functions and advanced technology, online banking and other innovative service platforms.
With the increase of international communication, foreign friends keep coming to Quzhou. In order to better serve these special groups, many employees of Quzhou ICBC have studied foreign languages to serve foreign friends.
One day, a Korean came to Longyou to do business. Because I was a stranger and didn't speak the language, I went to several other banks and turned back. Just when he was depressed, he walked into the door of ICBC's sales department and came to the counter to ask for withdrawal. Just when the customer couldn't communicate with the teller, Lu Yu, the manager on duty, took the initiative to meet the customer, greeted him kindly in Korean and asked him what he needed. This customer, like grasping at straws, asked Lu Yu to handle business for him. After handling the business for him quickly and accurately, the customer thanked him again and again. Since then, this customer has also become a loyal customer and "caring person" in the sales department. Lu Yu, an employee, usually works hard to learn Korean by himself, which comes in handy at this time. Quzhou ICBC has many such hardworking employees. This is an excellent team!
Excellent service paves the way for customers to create wealth.
Some people say that you can't live up to two kinds of people in this life, one is the one who gives his heart and the other is the one who gives you money. "Banks are customers who can't live up to their deposits. It is the responsibility to leave money for customers. It is also a responsibility to build a bridge to wealth and manage money well. " A relevant person in charge of the personal finance department of the bank said.
"Let financial management become a service, a service that can add value to customers' wealth. "
The reporter came to the VIP service area set up by the bank. The spacious VIP lounge is pleasing to the eye, pots of green plants are full of vitality, and LCD TVs are showing pictures of financial knowledge ... If you want to know the current financial hotspots, there are various financial magazines on the bookshelf. When a reporter picks up a book, he can appreciate the charm of the financial feast.
The Financial Office can provide one-to-one private financial services to customers. In the interview, the reporter found that the wealth management services launched by banks are far more than wealth management products. For investors who like to speculate in gold, ICBC has opened up a paper gold channel; Investors who are interested in speculating in foreign exchange have also launched online foreign exchange market services here; All-round and multi-faceted financial services such as treasury bonds, futures, notice deposits and transnational wealth management give investors more choices.
Investment and financial management requires certain professional knowledge. In order to let customers further master the doorway of financial management, the business department often builds communication platforms for customers through financial salons, theme lectures and other colorful forms, so that they can master more financial management knowledge.
Service attitude and service efficiency are the starting point of service, which can meet the basic business needs of customers. As a bank, it should shoulder the responsibility of bringing happiness and creating value to customers and improving the quality of customer service.
Set up a "rest assured bridge" for customers. Their professionalism and public interest convey more financial information to customers and build a bridge to wealth for customers. For example, it is also 6.5438+10,000 yuan. If you give your customers a simple life span, the latter method will earn at least 2,000 yuan or 3,000 yuan more than the former method, compared with guiding customers to make reasonable financial planning.
"Only when the customer base is continuously consolidated will banks have better development space; Only by constantly innovating services can we better serve the economy and people's livelihood and win the trust of more customers. " Fang Biping of ICBC Quzhou Branch said so.
20 1 1 year, the customer satisfaction rate of ICBC outlets is over 97%. Ke Cheng Sub-branch was rated as the "Thousand Excellent" civilized service standard demonstration unit of the national banking system by China Banking Association; The living quarters sub-branch was rated as the "Top 100" civilized service standard demonstration unit of Zhejiang banking system by the Banking Association. South Sub-branch, Songyuan Sub-branch, Lianhua Sub-branch and Binjiang Sub-branch were rated as "civilized service standard demonstration units" of the city's banking system by Quzhou Banking Association; City branch was rated as "National Civilized Unit". Employee Liang won the "May 1st" Labor Medal and excellent service model of the national financial system. ...
When the spring breeze blows on your face, peony flowers are more fragrant.
Warm service makes customers feel like spring breeze.
Quzhou Branch of ICBC introduced the whole bank's service points system, implanted the service monitoring system into 260 high and low cabinets in 33 outlets of the whole bank, and incorporated the satisfaction evaluation into personal performance appraisal. At the same time, the service specifications of business outlets, self-service banks and lobbies were further refined, revised and improved, and the business environment and service etiquette were further adjusted and upgraded-a service mechanism network spread all over the bank was quickly established.
Now it is no exaggeration to say that when you walk into any business hall of Quzhou Branch of ICBC, you are greeted with smiles and feel the spring breeze.
One day in September last year, an elderly customer was taken to the Lotus Branch of ICBC by a young man and demanded to withdraw 6,000 yuan in cash, claiming that it would be used to buy a medicine for "treating joint pain". The teller found that the old man had withdrawn a sum of money from the current passbook a week ago, reminding him: "Did you withdraw money last week?" Did you take it yourself last time? " At this time, the young man with the old man kept turning over the bag the old man carried with him and kept saying something in the old man's ear. The old man looks a little anxious. If the teller thinks there is a problem, he should report it to the manager on duty immediately. The manager on duty immediately contacted the relatives of the old man. Inquired by relatives of the elderly, it was found that the young man exaggerated and sold health care products to the elderly as medicines. The dedication and carefulness of ICBC employees have enabled the elderly to avoid property losses.
Such stories often happen in the sales department of ICBC, because every ICBC person has customers in his heart, regards customers as relatives and regards customer satisfaction as his greatest honor. Everyone in ICBC knows that gold cups and silver cups are not as good as ordinary people's reputation, and it is their happiest thing to do something for customers.
Last year, ICBC received 146 praises from customers on the "95588 service hotline", and 12 commendation letters and banners.