Model essay on bank service rectification report

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Report on the improvement of banking services-All along, the teller service of XX Bank of our bank is very good, with a sense of intimacy, which is well received by customers. Our Beijing branch has always attached great importance to the service of tellers, but this time the service performance of our Dongcheng branch is not satisfactory. On June 26th, Beijing Branch also organized the second quarter video review. Through this review, through the criticism and correction of leaders, we also saw the services of other outlets, and our Dongcheng Sub-branch also saw the gap with other outlets. At the same time, it also reflects on how to do a good job of service, so that every teller can do the best service and make marketing smoothly integrate into the business. First of all, the most important thing is to do a good job in gfd. To be a good gfd is not simply telling tellers the standards of makeup and clothing. Check at least twice a day, check the teller gfd at any time during the day, and rectify in time when problems are found. Tellers, as the facade of banks, should show their customers full mental state, professional attitude and meticulous principles. However, if customers see the tellers' crooked scarves and shirts occupying the soup, the first thing they give them is unprofessional and irregular, then how can customers be willing to listen to the tellers' marketing suggestions? Therefore, it is very important to strictly demand the teller's gfd. Therefore, we plan to ask the morning meeting host to check the teller's gfd from now on, including whether the girl's headdress is correct, whether the silk scarf is correct, whether there is broken hair, whether the makeup meets the requirements of industry standards, and whether the clothes are clean and tidy; Whether the boy's tie is tied in time and whether the hairstyle meets the standard; And make adjustments in time. Before going to work during the day and afternoon, the operation manager or supervisor will conduct inspections and spot checks, and make timely rectification. Let tellers always face customers in a good state. At the same time, we also ask tellers to pay attention to and adjust their clothes in time during breaks, instead of passively waiting for problems to be discovered by others, they should take the initiative to adjust.

Secondly, we should not only organize tellers to learn service standards every week, but also organize tellers to conduct service simulation training. For gestures such as showing seats, standardized training should be carried out to achieve unity and specialization in details. In addition, it is necessary to organize tellers to exchange experience in service marketing, so that everyone can exchange their own experiences and how to better serve. Put marketing words into the business reasonably, and don't let customers feel that it is abrupt and hard to promote our cards and wealth management products, but recommend them in combination with customers' situation, so as to better enhance customers' feelings. For example, we also recommend the online banking function of XX Bank. If we simply say "our online banking is very convenient and safe, there is no handling fee for inter-bank transfer in the same city." Customers may not accept it. He might say, "I have a lot of U shields at home. I don't want them. This is too

Trouble, and your way out is very few. I must come to the outlet to deposit money. It's really inconvenient, so I won't open it. "In this way, if marketing is carried out again, it is likely to cause customers' resentment and it is difficult to achieve good marketing results. So if we change the way, such as "Sir, you are running a white-collar enterprise. If online banking is opened, it is very convenient to issue and repay loans on online banking. Moreover, you can also activate the super online banking function at the same time, and associate your other bank's professional online banking with our bank's professional online banking, so that when you repay, you can directly transfer money from other bank's online banking, which is very convenient without handling fees. After a while, you can ask our lobby manager to help you demonstrate. There are also contact cards here, as well as our network phone number and customer service phone number. You can consult us if necessary. "In this way, the customer feels that the teller is thinking of him from the customer's point of view, and even thinking of worries for the customer, so the customer is willing to listen to the teller's advice. For tellers, not only did they successfully handle the business and successfully market the online banking, but the service bonus also included self-service marketing, giving advice to customers and sending contact cards, which can be described as multiple goals.

At the same time, we will also organize exchanges between tellers, how to improve efficiency and make rational use of business intervals, so as to effectively shorten business time. In the process of business, try not to wait. You can use your spare time to stamp or prepare the cash that customers need, or sort out the vouchers. In this way, after a business is over, you don't need extra time to sort it out, which can effectively improve the call speed.

Of course, to do a good job, the most basic thing is to learn business well. Being able to handle business smoothly is the basis of providing the best service for customers. At present, there are many newcomers in our Dongcheng Sub-branch, and we have also designed skills upgrading plans and business learning plans for our children. Before going to the counter, we should not only tell our children how to do this business, but also tell them more thoroughly and in detail why they should do it and where the risks are, so as to fundamentally improve their professional quality. Mature tellers not only help their children, but also receive secondary training, so as to review the past and learn new things, and understand the risk points behind business operations more thoroughly, thus helping to improve the professional quality of tellers.

Through the quarterly video review and spot check of the Head Office, we realize that there are still many problems in our service, and we should fully require every teller to become a service benchmark and make progress together. At the same time, we should strengthen communication with tellers, correct their attitudes, understand their ideological trends, and fundamentally improve their service awareness.

Bank Service Improvement Report The audit team of the Municipal Branch conducted an audit inspection on our bank on October 25th, 20xx, and issued the audit report of Mudanjiang Branch. After receiving the notice, our branch attached great importance to the inspection results and seriously put forward rectification measures. The relevant rectification measures are reported as follows:

I. Personal affairs

1. When the tellers leave, they must count the cash in pairs and make a temporary closing.

2. The amount of 2.ATM cash should be handled in time on the same day.

3. Clean up the job numbers of irrelevant personnel in the savings system in time.

4. Large amounts of cash should be locked into the gold cabinet in time.

These bags must be opened by two people in the morning and evening.

6. After the formal check-out every day, cash must be counted together with the comprehensive teller.

7. The foreign exchange comprehensive teller shall print and register the special business register in time as required.

8. When the teller leaves for a long time, the system must temporarily sign back and collect the seal.

9. People who pick up the car in the morning and evening must go in and out of the workplace in pairs.

10. Tellers are not allowed to fill in documents on behalf of users.

Two. Business of the company

1. Minimize the mandatory pass rate during printing inspection.

2. The company's business statements shall be kept by special personnel.

3. Clear the company's business teller's job number in other systems.

Three. Measures and arrangements for further strengthening internal control management

1. Improve ideological understanding and form a * * * situation in which internal control management is the top priority of the whole bank.

Knowledge. Improve the understanding of internal control management to prevent financial risks, and strive to put an end to financial risks caused by illegal operations. Improve the understanding of the rectification of existing problems and standardize the operation behavior in the rectification. Improve the understanding of system construction and system implementation, improve yourself in system construction and restrain yourself in system implementation.

2. Strictly grasp the system in place, plug management loopholes, implement various internal control systems, designate responsible persons and implementers, and ensure that the system implementation is blank and the responsibilities are clear and unambiguous. Strengthen the assessment, implement the audit work, report the problems found in time, make timely rectification, reward the superior and punish the inferior, and vigorously create a good atmosphere of glorious implementation of rules and regulations and shameful violation of rules and regulations.

3. Face up to the existing problems. In the future, we will further strengthen the study of employees' rules and regulations, strengthen the training of employees' business operation, strengthen the implementation of internal control system, continuously improve the comprehensive business quality of employees of the whole bank, and continuously raise the awareness of operational risks. On the premise of rectification, draw inferences from others and learn lessons. Educate employees to learn, restrain employee control, further improve the internal control management level of the whole bank, and minimize operational risks.

Report on the rectification of banking services Sanxiangcheng Sub-branch made a careful summary and learned lessons, and specially held a general party branch meeting, a president's office meeting, a dissecting sparrow meeting and a coordination meeting of various departments, carefully analyzed the existing problems, paid a return visit to the customers who made spot checks one by one, further strengthened communication and understanding, and started to rectify the problems. Carry out serious rectification around the strategic objectives put forward by the sub-branch, such as "improving performance, improving service, strengthening team, improving culture and improving management". In terms of customer satisfaction, the specific goals are put forward, that is, vigorously improve customer satisfaction, strive for industry leadership, and enter the top six of the system. The rectification situation is now reported as follows:

The first is to further improve the service mechanism.

1, strengthen leadership and raise awareness. Xiangcheng Sub-branch's service leading group was established and improved, and the Sub-branch issued the document "Xiangcheng Sub-branch's Service Leading Group and Complaint Emergency Leading Group" (Su Xiangfa [20xx] 15), which clarified that the responsibilities of the members of Xiangcheng Sub-branch's service leading group and each working group were divided into the responsibility system of top leaders. The leading group holds a service quality analysis meeting every quarter to comment on customer satisfaction, customer complaints and service failures.

2. Improve the complaint handling responsibilities of Xiangcheng Sub-branch. Improved emergency contact list (corner AB) for emergencies/customer complaints. And improve the two-level accounting system for the acceptance and registration of financial consumer complaints between sub-branches and various operating institutions. Establish a quick handling mechanism to ensure that the settlement rate of complaint handling reaches 100%. Do a good job before, during and after litigation, focus on pre-litigation, vigorously strengthen lobby services, and solve customer complaints in the bud.

3. Strengthen the assessment mechanism. Strengthen the assessment of service satisfaction, incorporate the improvement of customer satisfaction into the BSC assessment of various departments and outlets, and set the service system score as 4 points to promote the improvement of service quality. And decompose the assessment into each service post in multiple latitudes.

Second, the plate rectification measures

(1) Strengthen communication and strive to improve the company's customer satisfaction.

Through this evaluation and analysis, although the company's customer satisfaction ranks fourth in the whole jurisdiction, there are still many problems. Mainly point out the satisfaction of corporate customers with our services and business processes, focusing on the following aspects:

1, dissatisfied with the service attitude of the counter staff, and the statement cannot be sent to the enterprise in a complete and timely manner;

2. Dissatisfied with the long waiting time for customers to handle business;

3. Dissatisfied with the service fees, such as high transfer fees and monthly account management fees, and feel that the fees of other banks are low;

4. The speed of online banking (confirmation return) is very slow, the online banking download transaction process is not detailed, and the operation interface is inconvenient;

5. It reflects that our loan approval and issuance process is long;

6. The company's financial product recommendation notice is not timely;

7. Centralized payment cannot be handled in time and will be completed the next day.

According to the customer's feedback, the business department of the branch contacted the customer in time, paid a return visit one by one, and put forward the following rectification measures for the corresponding deficiencies:

1. Require relevant account managers to communicate with customers in time, make clear the frequency of customers' visits to small and medium-sized enterprises, VIP customers of the company and industrial and commercial customers, and incorporate the customer managers' return visits to customers into the personal BSC assessment to further maintain good cooperative relations with customers.

2. When cooperating with the work of improving the efficiency of outlets, formulate measures to optimize the business process of outlets and solve the phenomenon of long queues at outlets as soon as possible; And will set up an enterprise VIP service area in the sales department.

3. Further strengthen the service awareness and marketing awareness of enterprise account managers, and provide differentiated services for different enterprise customers. Account managers need to collect customers' suggestions on our service requirements at any time during their daily visits to customers and feed them back to relevant departments.

4. Strengthen the training of account managers' business products and timely convey the relevant product information of the bank to customers.

5. Strengthen contact with relevant departments of branches and further improve the online banking function of the company.

6. Strengthen the training of branch account managers, account managers and company tellers on the company's business, and improve the business ability of branch counter staff.

(2) Personal service, focusing on improving personal high-end customer satisfaction.

Through this evaluation and analysis, our high-end customers' personal satisfaction ranks ninth in the whole jurisdiction, which is relatively low, and there is also a big gap from the branch's own work report. The main problems are as follows:

1, the professional quality of financial managers is not high;

2. Low customer contact rate, less concern and enthusiastic service to customers;

3. There are few VIP windows in outlets (the lobby does not recognize VIP customers in place and lacks effective guidance);

4. Credit card consumption SMS service is not timely;

5. Less customer value-added services;

6. Financial managers change frequently;

In view of the above-mentioned situations, the Personal Finance Department of the Bank also made some investigations and self-inspections, and the wealth management manager paid a return visit to the customers who had been spot-checked, and some situations may be biased. But in any case, on the whole, customers can put forward opinions and suggestions, which should be said to be their concern and encouragement to us.

The financial management team of Xiangcheng Sub-branch has just been established and improved. The quality of financial management team members needs to be improved rapidly. To this end, we will do a good job in the following aspects to improve customer satisfaction and service quality of financial management lines.

1. Further improve the professional quality and service level of financial managers.

Because most of our financial managers are selected from the counter staff, they have not received professional training and can only improve while learning. The main method is to improve the professional quality of financial managers and cultivate their marketing skills through weekly meetings and special topics, case analysis, advanced exchanges and relevant business knowledge training.

2. Improve the customer contact rate of wealth management managers.

Core customers often visit and dig deeper, key customers often contact and expand, and potential basic customers often send text messages to strengthen communication. First, strengthen communication by distributing relevant materials to financial managers and greeting them in person. The second is to make appropriate compensation for product matching marketing. The third is greetings on holidays and birthdays. Fourth, organize community friendship marketing and other activities to strengthen contact with customers. In order to release information more conveniently, the Bank and the mobile company applied for a special SMS calling platform to ensure the contact frequency with customers and control the appropriate and effective sending time.

3. Strengthen the sense of teamwork of marketing staff, lobby manager and counter staff. Set up a strong marketing team to provide customers with all-round and three-dimensional combined marketing and services. Among them, the lobby manager should be able to quickly identify customers and guide them well. Counter staff and financial managers should work together to improve service efficiency.

4. Strengthen the value-added services of VIP customers and distribute gifts uniformly. The personal finance department of the sub-branch uniformly formulates the VIP customers' gift distribution plan, which is earmarked for special purposes to maximize the benefits.

(3) Take a multi-pronged approach to improve the service efficiency of outlets and halls.

Since the beginning of this year, the Bank has taken the following measures to improve the service efficiency of outlets:

1. Starting from "three latitudes", strengthen the inspection of tellers and counters;

(1) Adhere to the monthly on-site inspection system, including service inspection and 7S inspection. autumn

Implement the "7S" inspection plan of the branch, and improve the clean and hygienic third-party custody of each branch.

(2) Strengthen the system of real-time off-site inspection, and the comprehensive management department will send someone to do it once every two days.

Cycle, real-time view of counter service personnel, establish employee quality service scorecard system.

Degree, service system, etc. , included in the employee's BSC assessment.

(3) The unannounced inspection commissioned by the sub-branch by a third party truly reflects the service from the perspective of a mysterious person.

Quality of service.

2. Strengthen staff skills training and improve service quality.

(1) Establish a branch "skill salon", hold activities every month, and set up employee practices.

Platform, to ensure that each employee can achieve more than two expert goals, the sub-branch reaches the participation rate of 100%, and the expert rate is over 98%.

(2) Strengthen the training of counter service ability, so that every employee can master service action, service language and service skills, and make customers happy and satisfied.

3. Implement the "second-line service line" and do a good job in logistics support.

(1) Strengthen the maintenance of service facilities and service occasions, ensure normal operation and make customers impeccable.

(2) Accelerate the outsourcing process of network cleaning. At present, there are four tier-two branches on trial, and all of them will be in place in the first half of the year.

(3) to establish a fast service channel, the outlets need to respond at the first time and complete it within the specified time.

(4) Strengthen communication channels between departments, between departments and outlets, and between branch departments, strive to improve service processes, expand service products, accelerate the integration of physical channels, and accelerate the improvement of service efficiency.

(4) Optimize the process to shorten the waiting time of customers at the counter.

1. The business management department is responsible for business training and supervision of all counter employees under its jurisdiction. It is divided into two levels: one is the theoretical level, which mainly focuses on the basic laws and regulations of banks, such as savings regulations, Bill Law, payment and settlement methods, anti-money laundering laws and so on. , and conduct closed-book tests to promote employees to master basic theoretical knowledge; Second, at the operational level, sort out the business varieties that are often used in daily business, initially set about 20 varieties, and list the detailed steps of how to operate each business variety for tellers to master. The business management department will conduct spot checks one by one to promote employees to master common business operations, improve proficiency and improve operational efficiency. Finishing will be completed by the end of this month, and detailed operation steps will be completed in early March.

2. Set up a process carding team. The business management department is responsible, mainly composed of business managers and business managers. It is divided into three groups: domestic settlement process, gold business process and internal control compliance process, to sort out whether there is anything that can be improved or put forward to the superior bank. The preliminary results were announced at the end of March.

3. Improve the operation speed of counter staff. The time for each employee to go on the counter for 58 business varieties was calculated, and the analysis and improvement tasks of the calculation were completed at the end of February. Analyze the reasons for employees' slowness and urge employees to improve their operation speed.

4. Strengthen the power configuration of VIP window. Select the employees in the current financial window and VIP private counter, appropriately raise the salary level, compete for posts, and select employees with good business, fast operation, strong marketing, excellent service and good image as tellers in this window.

Report on the Service Improvement of Bank 4 of Quality Civilization Group of Jilin Bank Songyuan Branch;

Songyuan Branch of Jilin Bank inspected the quality and civilized service of Gan 'an Sub-branch, and put forward valuable opinions. After the inspection, our branch immediately carried out rectification, and now the rectification situation is reported to the business office of Gan 'an Branch as follows.

1. Hygiene: the attendance card is stained, the doors and windows are dusty, and the ground of the ATM hall is not clean.

There are glue stains on the inner walls of corridors and halls. The above problems have been cleared up.

2. Card: no smoking card; Accidentally slipped the card and waited for the unified configuration of the head office and branches.

3. The population list is not classified. It has been classified.

4. When the teller leaves the cabinet, there is no service card suspended. It has been ordered to correct.

The cashier has no hands to pass the voucher. It has been ordered to correct.

6. Added various recording schemes and plans for inspection, rectification, learning and emergency response.

Done.

7. Security guards should be on duty in the business hall. I was informed.

Gan' an fengdan branch

1、

2. The exterior wall is stained, the exterior window is not clean and has been cleaned. No greenery, no partition, no computer in the lobby, no single desk, no VIP room, no warm reminder board, no lobby manager and no unreasonable financial workbench. This work needs to be reported to the total score for coordination, and related matters are being handled.

3、

4. There is no cleaning staff, so it is necessary to communicate with the branch, and relevant matters are being handled. There is no counterfeit money receipt card, and the teller has to hand over the goods with both hands when handling the business, which has been counted.

Correct.

5. There is no on-the-job training for employees proposed by the branch, no annual work plan, no clear service measures, no monthly self-inspection and no records. There is no rectification report for each layer of inspection and self-inspection. There is no complaint handling and emergency plan. There is no emergency plan for service implementation. The record of the morning meeting is incomplete and there is no quality service team. The above problems have been ordered to be rectified.

Gan' an jianshe branch

1、

2. There are glue stains on the external wall and mud on the platform of the external wall. The leaflet has been ordered to make corrections. There is no partition, no green plants, no reception chair, no VIP room, no warm reminder board, the scroll bar of interest rate screen is damaged, and the decorative wall of the hall is cracked. Relevant branches are actively applying for renovation.

3. There is no lobby, no financial workbench, no signboard, no communication between ATM and business hall, no lobby and no cleaning staff. The above-mentioned related matters need to be approved by the head office and branches before they can be established, and related matters are being handled.

4. There is no employee induction training, no records, no service measures, no self-inspection report, no inspection and rectification report at all levels, no emergency plan for handling complaints, no service to implement emergency plans, and tellers should hand over items with both hands when handling business. Our department has ordered them to rectify.

Gan 'an Tong Yuan Savings Office;

1. The time board is not clean, advertisements are posted on the exterior wall, and the steps at the door are damaged and not repaired in time. The rectification has been completed.

2. There is no green plant, the scroll bar of the interest rate display screen is damaged, and expired publicity is hung in the hall.

Single, no warm reminder card, etc. Our branch is actively applying for purchase and maintenance.

3. There is no lobby manager, no cleaning staff and no company business. Handling this business requires the approval of the head office and branches, and related matters are being handled.

4. There is no training record, no annual work plan, no service measures for the person in charge, no self-inspection, no record, no rectification report for inspection at all levels, no complaint handling plan, no emergency plan for service implementation, and the teller has to hand over the goods with both hands when handling business, and there is no high-quality civilized leading group table. Our branch has ordered rectification.

Bank of Jilin Songyuan gan' an branch

20 1 1 July 1 1 day

Report on the Improvement of Banking Services V. Over the past few months since our county launched the activities of "Enterprise Appraisal Authority" and "Professional Ethics Appraisal", Gucheng Sub-branch of Industrial and Commercial Bank of China has concluded that the service environment needs to be further improved, the service level needs to be further improved and the loan strength needs to be further increased through self-examination of existing problems and extensive collection of opinions from all walks of life. We need to check and correct these problems. Now the self-examination and self-correction and rectification are reported as follows.

Strengthen hardware construction and improve service environment. In recent years, the bank has invested more than RMB1000,000 to renovate the office buildings of sub-branches in Yin Cheng. In late September this year, the first batch of VIP wealth management centers in the city were built in the branch office, and standardized "comprehensive wealth management centers" and "financial convenience network points" were built in other outlets.

Through the transformation, * * * increased the business area of more than 260 square meters and six business windows. Each business outlet is equipped with an ATM, an automatic deposit passbook machine, an online banking computer, an automatic deposit machine and two off-bank ATMs, and the service environment has been significantly improved.

Carry out three activities to improve service quality. First, carry out the "year of service value" in depth to create value with service; Second, continue to carry out the activities of selecting "service stars" and serving "red flag units" at outlets, so that typical examples can lead the way; Third, widely carry out "standardized service" activities and organize employees to standardize operations.

At the same time, the sub-branch strengthened the training, inspection, rewards and punishments of quality services, and improved the service level of the whole bank. At present, the front-line employees of the whole bank insist on uniform dress and hanging work number plates, and the employees of outlets have generally realized "five standardized services" such as smiling service and two-handed customer certificate service. In the "Mystery Man" quality service inspection of ICBC Provincial Branch in the third quarter, our comprehensive score ranked second among the 22 branches of ICBC Xiangfan Branch.

Adhere to credit innovation and increase the intensity of loans. While doing a good job in corporate mortgage loans, the Bank has innovated loan methods in view of the insufficient mortgage value of some corporate loans. It has successively handled the commodity financing of enterprise steel, wheat, cotton yarn and other bulk materials pledge, the trade financing of enterprise accounts receivable pledge, the confirmation letter issued by the opposite bank of the enterprise as the seller of the pledged letter of credit, and also issued a one-time mortgage recovery network revolving loan for small enterprises. In order to support the development of individual and private economy and the employment of residents in our county, our bank issues mortgage loans for shops, and so on. The innovation of credit work has expanded the loan methods and increased the capacity of credit funds. By the end of September, the balance of various loans of our bank had reached 295 million yuan, an increase of 1. 1 billion yuan compared with the beginning of the year, which was among the top financial institutions in the city and strongly supported the economic development of our city.

The county party committee and county government are very concerned about our bank as the appraisal object, and enterprises and customers have put forward valuable opinions on our work style construction, which is their trust in our bank. All employees of our bank are determined to take the activities of "professional ethics evaluation" and "enterprise evaluation agency" as an opportunity in future work, do a better job in quality and civilized service, expand credit supply more forcefully, fulfill social responsibilities more comprehensively, and make new and greater contributions to the scientific, pioneering and harmonious development of our city's economy and society!