1. Overcome negative mentality and establish correct service concept. Counter work is tedious and boring, and tellers can easily bring emotions to the service. Tellers should always pay attention to their own voice, speech speed, facial expression and service attitude in the process of contacting customers, and don't pass on personal emotions to customers.
2, strengthen the job business learning, improve their comprehensive ability. It is necessary to arrange business processing time reasonably, improve work efficiency and shorten business operation time, thus reducing the waiting time of customers. Use the Head Office's business skills training and self-charging in spare time to enrich their business knowledge, memorize the charging standards and handling requirements of various businesses, and reduce complaints that affect customers' business handling due to inaccurate information provided.
3. Know how to put yourself in the shoes and resolve conflicts sincerely and carefully. When accepting complaints, we should look for reasonable solutions from the customer's point of view. Follow the "customer-centered" service concept, worry about what customers are anxious about, think about what customers think, and avoid the intensification and escalation of contradictions.
4, conscientiously implement the "first question responsibility system". Tellers are the first recipients of customers' problems, and should solve them on the spot within their own scope in the face of customers' demands; If other work departments and professional problems are involved, you should immediately contact the relevant departments for solutions. If you can't contact the relevant department, you should explain it well and leave the contact information of the customer, so as to reply in the shortest time.
5. Cleverly handle complaints about the hardware facilities of outlets. In the face of customers' complaints about the objective conditions such as the lack of ATM machines in business outlets, the unavailability of mobile banking, the lack of change, and the inadequacy of convenience facilities such as umbrellas and first aid boxes in outlets, tellers should give full play to their subjective initiative and solve the problems reasonably and effectively.
Sum up experience, learn lessons and make persistent efforts. Learn the complaint cases, find the commonness and individuality of the complained reasons, and improve the working methods and ideas. It is the unshirkable responsibility of every teller to reduce the customer complaint rate and customer churn rate, enhance customer loyalty and establish the industry image of the bank he works for, and it is also the only way to enhance the competitiveness of the bank.