The 21st century is an era of emphasizing service and paying attention to customers, because service is the basis of marketing and the real bridge and link between products and markets, and the reputation of a bank is rooted in the quality of service it provides. Excellent service quality is not only a specific requirement for banks with the development of market economy, but also an important part of a bank's core competitiveness, which greatly affects its future profitability.

First, do our job well.

A job well is an unexpected and reasonable service. It is also a service that we should do well. It is a service that customers can provide when they need it, and it occupies the vast majority of our daily work. Such as daily business processing, product marketing, customer reception, etc. It is precisely because of the routine and repetition of these tasks that we may overlook some details that should be paid attention to, and sometimes it will lead to customer dissatisfaction and even complaints due to improper handling.

1. respect and care about customers from the heart and respond to customers' needs quickly

all staff who provide services to customers should establish a comprehensive, correct and scientific service concept, truly regard customers as God, respect customers' choices and privacy, pay attention to customers' feelings, put themselves in other's shoes, and handle business and solve difficulties for customers from the customer's standpoint. Respond positively to all kinds of demands put forward by customers in service work and business handling, and settle them quickly; If it is difficult to settle the case at that time, ask for instructions immediately and seek help in many ways to make customers feel at home.

2. Pay attention to every service detail

Details determine success or failure. Pay special attention to details in service work. In our daily work, our professionalism is reflected from the details of dress, appearance and the use of civilized terms. A smile, a gesture and a greeting can make customers feel warm. Being able to provide customers with "one-stop" service, making the first inquiry responsible and the first settlement, and reflecting our professional level in detail, are the basic work of our refined service.

3. Provide excellent service environment and convenient service measures

Modern consumers pay more and more attention to the consumption environment and convenience of consumption. We should pay attention to the construction of internal and external environment, increase investment in hardware facilities and software conditions of outlets, and provide customers with a warmer and more comfortable environment. In addition to providing comfortable seats, filling single tables, reading glasses and other traditional convenience measures, we should also provide drinking fountains, newspaper columns and even coffee, candy, small gifts, etc., and we should also pay attention to providing special convenience conditions for special customers (such as the disabled).

second, do enough extra services

extra services are unexpected and reasonable services, which customers have needs but have no expectations. If this part of the service is not done well, the customer will not blame it; If it is done well, customers will be very satisfied and form a certain degree of customer loyalty. At present, we can provide three kinds of additional services: value-added services, customized services and personalized services.

1. Value-added services

On the basis of providing basic services, the additional services provided for maintaining and increasing the value of customers' assets are value-added services. Financial salon and various financial lectures are good forms of value-added services provided by our bank. Through our business relationship with the fund, securities, insurance and other industries, we invited relevant professionals or our financial experts to give lectures and exchanges on issues of concern to our customers, which not only strengthened our contact with our customers and enhanced our feelings, but also met their needs to improve their financial management ability and achieved a win-win situation.

2. Customized service

When a customer's banking product is about to expire, the account manager will promptly remind him by email, SMS, telephone and other forms, which is the customized service. This kind of customized service is not requested or reserved in advance by customers, but the service provided by the staff voluntarily and spontaneously according to the relevant information provided by customers through comprehensive contact with customers. This service form not only protects the interests of customers to the maximum extent, but also embodies the nuanced service work.

3. Personalized service

Personalized service is a unique service tailored for customers according to their special identity, personality, hobbies, etc. This kind of service that is different from others will make the clients feel inner satisfaction. We have a high-quality customer who has a special liking for funds. We provide him with the fund information collected through various channels for his investment reference. He is very moved and buys funds from our bank periodically and becomes a loyal customer.

Third, do a good job in the service beyond imagination

The service beyond imagination is an unexpected and unreasonable service, a service that customers did not expect or even "have no demand", and it is not really unnecessary, but has not been realized, or it is a demand in customers' subconscious mind. Satisfying this part of demand will greatly exceed customers' expectations, even move them, and cultivate true loyalty.

1. tap the customer's subconscious needs

the customer's subconscious needs will not be expressed in words, and the service personnel must fully grasp the customer's information and make in-depth contact, and then discover them through careful observation. This requires relevant personnel not only to have solid professional knowledge and excellent customer relationship management ability, but also to have superb interpersonal skills and the ability to find and solve problems with innovative thinking.

2. Customer-centered multi-level service

The customer-centered service concept requires us to take customer needs and interests as the center, put customers first, treat customers sincerely, serve with heart, and make friends with customers, which not only meets customers' financial business needs, but also provides corresponding help for customers' personal growth and career development under appropriate conditions. If we give full play to our advantages in mastering a large amount of customer information, we can match the right customers, provide relevant business supply and demand information and facilitate the transaction between the two parties.

3. Give certain privileges and special courtesies to specific customers

For those super high-quality customers who have made great contributions, certain special rights and special courtesies can be given within the scope permitted by the policy, so that they can fully feel the attention and uniqueness of the Bank, turn a blind eye to the attraction of competitors, and will certainly bring new high-quality customer resources.

in short, we should be good at grasping customer psychology, meet customer needs at multiple levels and from a wide angle, and truly achieve "no one has me, people have me, and people have me" in service work, continuously improve customer satisfaction, form customer loyalty, and further enhance the Bank's sustainable profitability.

In addition, you can read books on banking service training

Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.