First of all, let's analyze the motivation for making this system:
1, check employee saturation, and let me know what employees did in a day;
2. Through this system, employees can understand and summarize, and their working ability can be improved rapidly;
3. Let me know what problems employees have encountered in their work.
Among many job log templates we studied, these are the three most common motivations.
Knowing these three motives, we can decide the content of the work log according to these questions. Our team's work log adopts KPTP work rules: what was accomplished today, what problems were encountered, solutions, and work arrangements for tomorrow.
These four contents can generally meet the requirements of most enterprises for the work log, but some enterprises may have extremely special and subtle requirements, which should be supplemented according to the specific situation.
Let's talk about the process in detail with our example. The company requires everyone to keep a work log, which used to be written on paper. The company specially gives everyone a notebook to write a work log and then check it.
People who have had this experience should understand my pain at that time. It's really annoying Later, I began to write a work log with Nissin software.
In the past, the work content was filled in item by item according to the contents of the form, and later it was changed to KPTP mode through the publicity of Nissin, which is the four work contents mentioned above.
After using Nissin, it still saves a little trouble: you don't have to hand it in after writing, just read it directly in the software.
However, this is not the most important thing. The key is that it has the function of "automatic generation". According to the tasks completed in the schedule, you can use KPTP working method to automatically generate work logs. This is still very surprising.
But if you want to cheat through the "automatic generation" function, it is not realistic. Leaders are not stupid. He asked to plan the schedule every day and put the work content of the day in the daily list, which is equivalent to a notepad. Check once you finish one item, and automatically generate a work log when you get off work.
In fact, as long as you understand, "Why should we write a work log?" You can understand how to write. Isn't it easy to find out their purpose, suit the remedy to the case, and write a work log that satisfies the leaders?
Work log template:
Lobby manager's work log (1): In many people's eyes, the lobby manager may just stand at the door to greet the guests, send them off after completing the business, and guide the customers to fill out the documents, or guide them when there are many people. Actually, it is not. After more than half a month's work experience, I understand that the lobby manager is the first person to contact customers in a network, the first person to understand what services customers need, and the first person to help customers solve problems in the first time. The lobby manager represents the image of the rural credit cooperatives, contacts the first-hand customers, and is responsible for conveying the culture of rural credit cooperatives and showing the charm of rural credit cooperatives. Rural credit cooperatives take root in the countryside, serve "agriculture, countryside and farmers" and deal with grassroots farmers. The protagonist we need to adapt to may not be the lobby manager in real interests, but more is the coordinator and mediator. When customers are confused, we point out the direction for them; We help customers when they are in trouble; When customers don't understand, we patiently explain; Worry about customers' urgent needs anytime and anywhere, think about customers' thoughts, be diligent in work, guide customers to handle business, help the old and the weak, analyze customers' needs and answer consulting questions. As long as you have enough enthusiasm and patience, customers will feel our enthusiasm, our professionalism and feel at home.
Lobby manager's work log (2): On the first day of work, my branch in South Ring Road officially opened to the public. Due to the small passenger flow, there are not many customers who come to handle business. Standing in the business hall, looking at the passing pedestrians and vehicles outside, I hope they can stop and come in to handle business. While I was dreaming, an old man pushed the door and came in. "Girl, open a card and save some money." I quickly took out the application form for card opening, introduced the advantages of Jinyan Card to my uncle, and instructed him to fill out the form. At this time, an aunt came in and directly said that she would save a period of 30 thousand years. I answered happily. After a while, several clients came, and I was very busy: haha, is this my dream come true?
At this moment, our teller Fu He came in from the outside, sweating profusely. It turned out that they walked a few miles along both sides of the South Ring Road with a high temperature of 37 degrees, introduced publicity from door to door, impressed customers with enthusiastic service and won deposits.
Standing in high heels all day, I am still a little busy. To tell you the truth, I feel a little overwhelmed, but I feel quite relieved at the thought of customers coming happily and returning satisfied. I will work hard, imagine my dreams, imagine my vows, and tell myself firmly, don't give up easily, and spare no effort to struggle! I believe that as long as you put your heart into it, you can do it!
Lobby manager's work log (3): As a young employee of ICBC, I deeply realized the mission and responsibility of lobby manager during my tenure as lobby manager. The service of the lobby manager directly affects the bank's operating efficiency and external image. An excellent lobby manager has six functions: business guidance, service demonstration, emotional comfort, contradiction coordination, environmental cleanliness and safety supervision. As an important position, the lobby manager plays an irreplaceable role in customer service and product marketing. Young employees should keep learning, strive to improve themselves and enhance their business potential.
First of all, a correct grasp of the details of the work is the basic quality necessary for the lobby manager. Lobby managers need to study banking knowledge seriously, deepen their understanding of knowledge in practice and master banking business in an all-round way, so as to have enough foundation to bring services to customers. For customers who come to handle business, they should ask carefully, understand the business they are doing, explain patiently and give meticulous help.
Secondly, we should pay attention to the art of work while performing our duties. I think we should do the following in our work:
First, smile service. The lobby manager should always keep an optimistic attitude, respond to customers with a smile, infect customers with a smile, narrow the distance with customers and retain customers. Clever use of the skill of "laughing" embodies the business philosophy of bank customer first and service first. Practice internal strength, let the warmth brought by smile fill the business hall and make customers feel at home. The lobby manager should improve his personal quality and appearance, at least dignified, elegant and generous. When customers enter the lobby of the bank, the lobby manager should greet them with a knowing smile, be warm and polite, understand and understand their needs with a smile, answer their questions with a smile, try to satisfy them as much as possible, and make customers feel that it is very respected and welcome to come to the bank to handle business.
Second, be eloquent. The lobby manager has to deal with customers directly and has strong potential to communicate with customers. We should not only communicate with customers, but also coordinate the friction between customers and tellers, so as to look around, listen to all directions, communicate with customers in time and maintain close relations with customers. Good eloquence and extraordinary patience are the basic prerequisites for being a good lobby manager, and they can be fully exerted on the platform of lobby manager. "Say" should be done well in three aspects: first, say it frequently, that is, say it frequently to incoming customers, say it repeatedly, and sell products with all your strength; Second, I can speak, that is, I can describe the business well and explain it accurately, but it is exaggerated, and I don't deliberately hide it, and I can correctly introduce the characteristics and functions of ICBC products to customers. The third is to be able to talk, that is, to pay attention to service strategy, vary from person to person, and differentiate marketing. Saving enough energy in "speaking" can get twice the result with half the effort. In addition, for customers with poor understanding and many problems, the lobby manager must take pains, have enough patience, treat the customers as relatives and explain them repeatedly in simple terms, so as to gain the respect and trust of customers.
Third, be good at asking questions. Greet and greet all customers who enter the door warmly, and don't have a conscience to say that you are poor and don't love wealth. Be good at trying to figure out the customer's psychology, ask the customer's abnormal reaction, and sincerely care for and help solve it. Especially when customers complain about banking services, the lobby manager should listen to customers' dissatisfaction, don't rush to defend anything, and finally apologize sincerely to customers, because you represent the corporate image of ICBC instead of yourself. First of all, you should get the good impression of your customers, so that you can communicate well. Secondly, we should know what the customer needs and help the customer solve his problem as soon as possible. In addition, you should always ask the teller to know the cash and business handling at the counter like the back of your hand, so as to ensure that customers can adjust to the designated window in time to handle business quickly. Let customers deeply feel our accurate, convenient and fast service and establish a good service image.
Fourth, observe the words and observe the colors. The lobby manager should have strong observation potential, and he should keep an eye on all directions and listen to all directions in his work. Pay attention to service, grasp customer needs at any time, collect valuable financial information, carefully record the lobby work log, and report to the leader in time after summarizing and putting forward. If you have enough potential to deal with emergencies, you will inevitably encounter various emergencies. If customers queue up, the lobby manager should guide them in time. Guide customers to other windows to handle related business, and customers with cards go to self-service equipment to reduce the pressure on the counter. Ensure the order of the business hall is stable. Deepen the service connotation of lobby manager and comprehensively enhance the service potential of lobby manager.
Fifth, take the initiative. The nature of the lobby manager's work requires employees to take the initiative in their work. The lobby manager must get into the habit of walking around frequently and patrol back and forth in the lobby and ATM area to keep abreast of the overall situation inside and outside the lobby. Through watching, asking and talking with customers at zero distance, we can guide customers, maintain order, understand information and adjust service methods. Bring all-round service needs to customers in time and play an indispensable role as a lobby manager. When meeting customers who need help, the lobby manager should be diligent in demonstrating and helping, and when meeting old, weak, sick and disabled customers, he should give a little help enthusiastically.
We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.
Lobby Manager's Work Log (IV): From last year to this year, I worked as a trainee lobby manager in ICBC for one year. During this year, I learned a lot of financial knowledge and gradually realized the importance of the lobby manager in a business outlet.
First of all, the lobby manager is the image ambassador of a business outlet. When customers come to handle business, they are not only concerned about the indoor environmental sanitation, the length of business handling and waiting, but more importantly, whether they can get the answers they want to consult in time and in detail, and whether they can get better and more comprehensive services. I am the first person to deal directly with customers, understand their needs and help them. Therefore, it is very important to smile at customers, listen carefully to customers' needs and help customers solve problems in a timely and efficient manner, because at this time, anything I say and do will represent the image of ICBC.
In addition, what our tellers do is meticulous work related to money, and there is no room for any mistakes. They have to do a lot of business every day, and the work pressure must be great. If some customers come to consult when handling business, it will not only affect the work, but also easily lead to misoperation and operational risks. At this point, if you stop to answer questions for customers, it will affect the business you are handling; If you ignore it, you will offend your customers. Both of them will lead to the risk of complaints or customer loss.
As a lobby manager, I should learn more business knowledge from tellers, communicate with tellers to understand business processes, and master the business processes and habits of each teller, so as to better establish a more effective communication platform between customers and tellers. Only by doing the above auxiliary work well can I try my best to share the pressure for them and bring better, more comprehensive and better service to customers.
Therefore, in the position of lobby manager, I mainly carried out the following work around my job responsibilities:
First, divert customers. According to customers' needs, guide customers to handle business in relevant business fields, recommend using self-service equipment to handle business, guide customers to understand and use various electronic tools and electronic service channels, and encourage customers to gradually use electronic banking service channels as the main channel for daily non-cash transactions, thus saving customers the time of waiting in the bank and filling out forms, and simply handling business without leaving home.
Second, bring basic consulting services to customers and solve their business problems. And actively recommend all kinds of new high-return wealth management products and special preferential services of the branch in the new stage according to customer needs.
Third, identify quality customers. According to the principle of graded service, give them personalized attention and priority service, and recommend potential high-quality customers to account managers according to their star ratings and idle funds.
Fourth, observe the service standards of the lobby manager. Deal with customers' opinions, criticisms and misunderstandings in a timely, patient and efficient manner to ensure timely, high-quality and efficient service of outlets and improve customer satisfaction.
In the process of the above work, I feel that I still have many shortcomings, and the following aspects need to be improved:
First, although I am very skilled in receiving customers, I am often superficial, and I don't dig deeper into customers' needs. The initiative of recommending products needs to be strengthened.
Second, there are many chores that need to be handled in daily work, which takes up a lot of time, so that we don't pay enough attention to quality customers.
Third, sometimes the problem is solved simply for the sake of solving the problem, and the root cause of the problem is not seriously considered, which fails to prevent the recurrence of the problem.
Fourth, when communicating with customers and maintaining relationships, the means are simple, the marketing effect is not obvious, and the marketing skills need to be improved.
Combined with my income in the past year, I am very glad that I got the internship opportunity for this position, and I am also very grateful to ICBC for its help. No matter what line of work I am engaged in and what I will do in the future, I will attach importance to teamwork; Patient, meticulous and enthusiastic service attitude; More professional knowledge accumulation; And a curious and enterprising heart can bring me a brighter future.