Etiquette skills for receiving customers in banks

Etiquette skills for banks to receive customers

What are the etiquette skills for banks to receive customers? For employees in the service industry, the most important thing is not only to be able to master professional knowledge proficiently, but also to maintain very good service etiquette. The most important thing is to satisfy customers. The following is a list of etiquette techniques for receiving customers in banks. Bank etiquette skills for receiving customers 1

1. Look at the customer's face with a smile in your eyes

When a customer approaches, your eyes must be fixed on the customer, and do not talk to him left or right; If other customers ask you questions at this time, you must first complete the work of the first customer before taking care of the second customer, otherwise the first customer will mistakenly think that he has been treated unfairly.

A qualified bank clerk must have the concept of equality in his heart. Every customer is your VIP no matter how much money he has. As long as he deposits money into your bank, he is yours. God. Therefore, when receiving customers, you should pay special attention to your eyes. The eyes are the windows of the soul. They can easily leak your thoughts without knowing it. In this case, you should "leak" your friendliness to the customers. He, therefore, please be sure to smile with your eyes when facing customers.

2. Say hello and say hello

When a customer walks into the bank, you must first say hello and say hello. When facing customers with different levels of familiarity, the content of your greeting should also be different. If this customer is an old customer, you cannot greet him with a systematic greeting, but should be more flexible, such as "Long time no see, I am very happy to see you again, what do you need from me today?" If the other party This is your first visit, so you'd better use a basic greeting, such as "Hello, how can I serve you?"

3. Use service terms

The banking industry is a service industry, so bank service staff must be accustomed to using service terms. Use "you" more often, because "you" can show more respect than "you". For example, "Excuse me, let me see your ID" and "Show me your ID", these two sentences will give customers completely different feelings.

In addition, you should often use phrases such as "please, thank you, sorry, trouble you". You should become your closest friends with these words and use them anytime and anywhere.

4. Use concluding remarks at the end of the conversation

When you end the conversation with your customers, don’t forget to say a few concluding remarks full of blessings. For customers who come frequently, you can say, "I hope your business will be prosperous this year! I wish your company great success." Such a closing sentence will make the listener feel very happy.

In addition, during the holidays, the conclusion can be more vivid and kind. These blessing-like closing words can bring you closer to your customers and make your future cooperation more pleasant. Bank etiquette skills for receiving customers 2

1. Accepting matters assigned by customers

When you accept matters assigned by customers, you can generally use the following polite expressions. These words are your You must master the bridge of communication with customers.

1. Polite phrases to use when accepting matters assigned by customers

① Please show me your ID, thank you!

②. Sorry! Please wait.

③. Please sign here.

④. Sorry! Because your documents are incomplete, I cannot help you with the application. Please come again next time with all your documents. I'm sorry for wasting your time!

5. Sir, your passbook is ready, please go slowly!

When you use the above polite expressions, if you encounter a situation that the customer does not understand, please explain clearly that what you are doing is indeed to protect the interests of the customer, so that the customer can feel that you The service is very good and can also improve customers' self-protection awareness to a certain extent.

2. Ask customers about terms

1. When encountering unfamiliar words in the customer’s name

As a service In this industry, bank service staff have to contact many customers every day. There are so many Chinese characters, and everyone’s name is different, so it is normal to encounter unfamiliar characters in the service. Of course, you can try to avoid this situation through daily study and accumulation, but this does not guarantee that it will be foolproof. Therefore, when you encounter a word you don’t know, please humbly ask the customer for help. You can say: "Sir, how do you pronounce the character in the middle of your name?" I believe the customer will tell you clearly.

Not only will such questions not be ridiculed by others, but it will make customers think that you are a realistic person. Over time, I believe you will be able to recognize many relatively uncommon Chinese characters, which will also improve your Chinese proficiency from another perspective.

2. When meeting foreign guests

With the globalization of economic development, banks receive not only Chinese customers, but also many foreigners. To overcome language barriers, bank service staff must have certain foreign language skills. Although there are many foreign languages, generally speaking, as long as you master English, you can deal with most foreign customers.

Learning a language is a long-term process. Therefore, as soon as you enter the workplace, you must first learn some commonly used banking terms. For example, you may often hear foreign guests ask you: "What if I want to open an account?" , what qualifications are required? How much money do I need to deposit into the account? Can I deposit U.S. dollars?" Wait, you must not only understand these questions, but also be able to deal with them freely. The more commonly used expressions are "How much money do you want to remit? How much foreign currency do you want to exchange? Please go to the ×× counter, thank you!"

3. When customers complain and accuse

1. Apologize humbly

It is inevitable to encounter complaints from customers. For anyone, complaints are a hot potato that everyone fears. As a bank service staff, when encountering complaints, you cannot always think about how to avoid them, but you must head on and try to eliminate customer complaints.

Any complaints can be resolved, as long as you solve them with your heart. When you encounter a complaint, the immediate action you should take is to humbly apologize. No matter who is responsible, you must first apologize to the customer. You can say: "I'm sorry, I'm sorry. I only express my deep apology to you on behalf of the bank."

2. Find out the reason

After apologizing to the customer, the next step is to find ways Let customers state their reasons for dissatisfaction. You can ask the customer like this: "Why are you angry? What is it that makes you so unhappy? Speak slowly and maybe I can help you solve it. If I can't solve it, it doesn't matter. I will report it to our supervisor soon and let him know. He came to apologize to you. ”

I believe that through such a dialogue, the customer will feel your sincerity, the anger in his heart will slowly extinguish, and you will be able to find out the cause of the complaint. .

3. Seek solutions

After understanding the causes of complaints, we should immediately seek solutions. If it is a problem that you can solve by yourself, you should deal with it immediately and decisively; if it is a problem that cannot be solved by your own ability, or it is beyond your authority, you should choose the method of "recruiting reinforcements". When your superiors deal with these problems, you should study hard next to them. This will improve your own ability to deal with problems.

4. Learn from experience

Every time a problem is solved, you must be a thoughtful person and continue to accumulate experience. Although there are many problems, the types are limited. You must be good at classifying the problems you encounter every day, and then write down how to deal with such problems and how to solve that type of problems. This way, when similar problems arise in the future, you can easily deal with them.