Personal annual work summary of counter staff

Counter service refers to all kinds of financial services provided by counter personnel of various units in business outlets, and counter personnel are collectively referred to as those who provide financial services to customers in business outlets. The following is a summary of the personal annual work of the counter staff I collected for you, hoping to help you!

Annual Work Summary, Teller, 15 years ago, I became an ordinary employee of China Industrial and Commercial Bank with a beautiful yearning for my future life and unlimited expectations for my bank work. From that day on, in the ordinary work that greeted me day after day and year after year, I not only had a passion for work, but also a heart for perfection. I made unremitting and tenacious efforts to improve my professional skills and service level. Treat every business with a pragmatic and meticulous attitude, receive every customer with a natural and open-minded, kind and tolerant attitude, and contribute to the development of Huaxia Bank with a United, mutual, peaceful and humble attitude, from which we can appreciate the charm of service, the principle of "customer-centered" and the collective warmth and strength, and win unanimous praise from leading colleagues and customers. I am glad that I can have such a good working environment and working conditions, and at the same time I have set myself a high-standard and strict working goal: be strict with myself, constantly strive to improve my professional skills, constantly expand my business knowledge, provide services to every customer kindly and quickly, and become a generalist with solid basic skills, comprehensive business knowledge and calm service standards. The practice in recent years has also made me really understand the real relationship between service and being served. I know that only by diligently practicing skills and practicing business knowledge can we master service skills and rules, improve the ability to analyze and deal with problems, continuously improve service quality and service level, realize the service concept of "accuracy, efficiency and quickness", enhance customer satisfaction and loyalty, win customers' trust and win more and better business in the fierce market competition.

First of all, smile is the introduction of civilized and high-quality service.

Smile is a sign of self-confidence, a silent language and a friendly message. She is the most abundant, infectious and conquering expression in people's communication. The counter is the window of the bank, and the mental outlook of the counter staff represents the management level and image of the bank, while the smile is the window of the staff's mind and an effective display form of professional manners. Only with a heartfelt smile can we communicate with customers in the most sincere and effective way.

Compared with young and beautiful colleagues, I have no innate advantages, but I believe that "each other is born from the heart." Only a heartfelt smile is the most attractive, and I can pass on a sincere heart to customers. With my sincere smile from the heart, I can warm the hearts of customers and win their trust. I know that customers are valuable resources of banks, and only customers can exist. Service is the foundation of bank operation, the source of bank benefits, and the soul and life of the bank. Therefore, no matter how stressful and tired you are at work, or how busy your family is late at night, you can't put on an unhappy look, because this will make customers feel that he is an unwelcome person, which will cause customers' doubts and dissatisfaction and will inevitably shut many customers out. A customer came to our banking business several times and told us that he had business in many banks all over the country. Compared with the employees of Huaxia Bank, he has the best impression. My sincere and natural smile made him feel kind and at home in Huaxia Bank. Although his unit has moved to a place close to other banks, he is still willing to handle business in our bank and become a loyal customer of our bank. In fact, in my daily work, I face the eyes of customers anytime and anywhere, just like I face the "examiner" every day. How many achievements I have made means how many impressions the examiner can give me, which means that he will decide how to treat me. The attitude of customers towards me is actually a mirror of my own words and deeds. I can't criticize the mirror, but reflect on myself in the mirror, where I didn't do well enough. However, it is difficult to make all customers satisfied with their work, but I know that besides dressing neatly every day, using civilized language and making full preparations before work, smiling is an invincible weapon, keeping a good attitude and forming the habit of smiling, and it is not only my smile, but also our customers' smile, so that even customers who come to Huaxia Bank for business for the first time can feel cordial, and at the same time I can bring happiness to others.

Second, skills are the basis for improving service level.

As the old saying goes, "If a worker wants to do a good job, he must sharpen his tools first". Front-line employees in bank outlets can't provide customers with perfect and fast services and do their jobs well without excellent business skills and skilled operation skills. Before I joined Huaxia Bank, I was not a financial practitioner, nor did I engage in economic work. Banking is a brand-new sky for me, so I attach great importance to strengthening the study and improvement of business skills, knowing that skills are the basis for improving service level. Only by mastering skilled business skills can I be handy at work and better provide convenient, fast and accurate services to customers. In order to improve work efficiency and win the trust of customers.

It is difficult to have enough time to practice skills within eight hours of work, so I take time off to practice at noon, at night and on rest days, and adhere to the principle of "make up for what is missing". In the past, because typing speed was not fast enough and accuracy was not high enough, I had to practice for ten or twenty minutes every day. I firmly believe that one day "iron bars can be ground into needles". There is no shortcut to counting money. Only by accurately doing every tiny standardized movement and repeating mechanical training countless times can the speed and accuracy be improved. I know that only by grasping at all times, being strict with myself, forming the habit of long-term study, and adhering to the spirit of not being afraid of hardship, fatigue and complexity can we practice our skills well. Only by practicing basic skills can we improve the speed of handling business.

Third, knowledge is a powerful guarantee for improving service ability.

People are often used to understanding service as attitude, that is, a good attitude equals a good service. Actually, the service is more profound. Service providers must have good professional knowledge, law-abiding awareness, thoughtful, accurate, fast and efficient service skills, and knowledge is a powerful guarantee to improve service capabilities.

Good professional knowledge comes from usual study and daily practice. I attach great importance to combining what I have learned with practical work, learning at work, improving at work and realizing it at work. Adhering to the principle of "erudition, interrogation, careful thinking, clear debate and perseverance", we should listen more, learn more, do more and think more in our work. Listen to teachers and leaders; Learn the operation skills of the master when dealing with business; Be especially cautious in doing business, pay attention to the links and details that are easy to make mistakes, consult the master immediately when encountering difficulties and problems, and solve them for customers in time, so that practice makes perfect; After doing your own thing, immediately think about why you want to do it, and if there are any good ways, so that you can do it carefully and do it better. Improve the theoretical level in study and accumulate practical experience in practice. With the enterprising spirit of innovation, change and learning, do what we do, love what we do, drill what we do and refine what we do. Our bank is located in the furniture market, and furniture owners are used to settling transactions in cash, so they can't understand the insecurity of large amounts of cash, which is contrary to the relevant regulations of the People's Bank of China on strengthening the management of large amounts of cash. So I use my knowledge to recommend them in time. Local payment can choose to open promissory notes, and remote payment can choose wire transfer, which is convenient and fast. At the same time, try to open a company settlement account and handle related settlement transactions. The work of banks is changing from time to time. Every day, new things appear and new situations happen, which requires us to keep up with the situation, strive to change ourselves, better plan our goals, learn new knowledge, master new skills, adapt to changing work goals, improve service quality and meet customer needs. The needs of customers are both pressure and motivation for me. In my spare time, I participated in the study of accounting major, successfully obtained the undergraduate degree of xx accounting major, enriched and armed myself with knowledge, and provided a strong guarantee for the improvement of service skills.

Fourth, communication is an effective means to provide good service.

Experience with heart and be kind to customers, which is the foundation of good service. When the customer is satisfied, he will pass on his joy to others; If he is in a bad mood, he will also talk to others about the cause. This effect is not simple addition and subtraction, but spread in the form of n power. In some small details, it reflects not only me personally, but the overall image of our Xiangcheng branch. Therefore, at work, I often observe and experience the customer's mentality and specific service needs from the perspective of empathy, so as to sincerely communicate the real feelings of customers. From the customer's point of view, think about what customers think, be anxious about what customers are anxious about, and strive to be the best. Many customers of our Xiangcheng Sub-branch are far away from our bank. They spend a lot of time on the road every time they come to handle business. Whenever they meet these customers, I will put myself in the other's shoes and understand their mentality, so every time customers come, I will sincerely greet them, patiently and meticulously listen to their service demands and complete related business as soon as possible. At the same time, I will remind them of some details they didn't expect, such as some customers who seldom come for a long time. Needless to say, all the bills, quarterly interest settlement receipts, settlement business fee receipts and other documents are submitted to customers in a neat and complete manner during this period, which saves the time for these customers to travel back and forth, provides convenience for them, and also leaves them with a good impression of Huaxia Bank's window service, making them feel that it is the right choice and a service enjoyment to come to Huaxia Bank to handle business.

I know that to do this, we must strengthen communication and exchange with customers and learn more about their basic situation. Be a loyal listener, and listen carefully to customers' needs when they talk about their needs. Starting from the customer's service demand, combined with the operation law of the business, timely communicate and coordinate the contradiction between the demand and the system norms, timely put forward reasonable suggestions for customers, try our best to provide customers with all-round services and try our best to get unexpected services. If our bank is located in the furniture market, customers will deposit a lot of cash business funds every day. According to the payment habits and contract stipulations of the furniture industry, they usually pay for the goods after accumulating a certain amount, so most of them are deposited in our bank on demand. Once, a customer came to consult how to get more income than the current account on the basis of convenient payment. After listening to his request, I introduced the new seven-day linked notice deposit of Huaxia Bank to him, and the customer accepted it gladly. Since then, he has become our loyal customer and introduced relevant merchants to our bank to handle this business.

In the face of customer complaints, listen calmly, carefully analyze the reasons, study and solve countermeasures, sincerely explain and gain understanding. No matter what the result is, you should take the initiative to reply, avoid causing customers' complaints, and learn to use some emergency handling skills, such as "dealing with feelings first, then dealing with things" We have a furniture store customer who urgently needs to take cash to another bank for off-site deposit. He was very excited when he was told that he needed to reserve a large amount of cash in advance. Through the understanding and analysis of our existing business, we provided him with a large number of remittances from different places. A few minutes later, the other customer quickly received the payment and delivered it in time. The customer directly said thank you. The customer's gentle thank you made me deeply understand the profound meaning of the service concept of "building a brand with integrity and weaving the future with service". I have always been proud of my position.

5. Unity is an invisible force to enhance the overall service image.

I know very well that it is a kind of fate to get together in the big family of Huaxia Bank, to work and study together. Colleagues should help each other and unite with each other. We should not only improve ourselves, but also care about the growth of young colleagues, help them enter the work role as soon as possible, and give full play to team strength. Only by focusing on the collective and the team can we do all the work better. For example, when issuing cashier's checks, Qi Xin can enable customers to complete their business in a very short time if all positions are divided and cooperated closely. For example, feed back the relevant information of loan maturity to the credit department in time in advance, and cooperate with the credit department to implement customer service work to satisfy customers. I believe that as long as we maintain team spirit, unite and help each other in our daily business, think wholeheartedly and work wholeheartedly, we can do all the work better, and then enhance the overall image of Huaxia Bank.

Six, satisfaction is the goal of unremitting pursuit of service work.

Quality service is reflected in every small business and detail. Nothing is difficult in the world. I believe that as long as you are a conscientious person, sincere, confident and patient, handle your first business carefully and receive every customer well, you can make extraordinary achievements in your ordinary post. Excavate high-quality customers, retain old customers and strive for new customers. According to the different needs of customers, provide differentiated convenience services and support services to achieve no difference in service quality. When dealing with high-end customers or old customers, you should take the initiative to say hello to customers. If we can accurately address their surnames and positions to show their familiarity with customers, she will feel valued, thus narrowing the "distance" and possibly increasing our business tangibly or invisibly. For new customers who are in contact for the first time, we should do every business actively, enthusiastically, accurately and quickly, leave a good impression on customers, and have an innate impulse to handle related business in Huaxia Bank next time. A female customer came to our bank for deposit business for the first time. According to her large deposit, I observed her words and deeds, and learned through communication that she often travels all over the country. She recommended our Huaxia beauty care card to this customer, and the customer accepted it gladly. After several trials, she was very satisfied, especially in the aspect of free handling fee for withdrawals from different places, and introduced her good little sister to our bank for a beauty card.

I believe that1+1> can only be achieved by establishing a firm concept of quality service, mastering quality service skills, actively capturing quality customer information, finding and identifying quality customers for customers and actively reporting them, and providing convenience for the president or account manager to further improve, track and maintain customers. The effect of 2. Therefore, quality is reflected in every little thing and detail, in sincere communication with customers and in harmonious communication with internal departments, colleagues and leaders.

I am just a tiny drop of water in the Wang Yang sea of ICBC. Treating people sincerely and doing things seriously is my eternal character and principle. Although I still have many shortcomings in my work, I will strive to improve and improve in my future work, conscientiously implement the idea of "customer first, service first", adhere to the service principle of "reputation first, customer first", and treat customers warmly and politely. I will try my best to write a new chapter of ICBC with many outstanding people.

Annual work summary 2. Counter staff, like most people, once did not recognize insurance and even hated insurance salesmen. He also believes that engaging in insurance work is extremely low-level and has no status. But until that moment, when I entered the Marketing Department 7 of China Life Jincheng Branch, my opinion changed completely.

I have worked as a waiter, a very respectable people's teacher, an extremely respectable and enviable reporter, and invested in business. Although these jobs are hard and tiring, they have been recognized and respected by many people. I still remember the praise and applause at the moment, but how many people can remember it today? Do my students remember me? Occasionally meet me in the street, will you call me a teacher? Although they have made progress under my guidance, will the people I interviewed recognize me? Although they once brazenly toasted me, their style was vividly displayed in my pen.

But what did I get? I've been thinking about this problem for a long time. I am very dedicated and I work hard. I once naively thought that gold would always shine, but what did my efforts get?

The cruel real life once made me a slave to it, muddling along and being extremely negative. I used to think that life was like this, although I was still very young. However, at the moment when I stepped into the marketing of China Life Jincheng Branch, my concept changed qualitatively. Most of my partners there are middle-aged, but they are passionate about life and work, and they are eager for success. They study hard and encourage each other. Their positive attitude deeply infected me and moved me. I keep telling myself I can't do this anymore. I was still young.

With that passion, I entered the insurance industry and got a new understanding of insurance. What is insurance? Insurance is to use today's money to plan tomorrow's life. Some people wake up penniless, and some people leave home and go where will you go? Often such an accident will make an originally happy family or an originally prosperous enterprise get into trouble. There is an old saying in China: "He who has no long-term worries will have short-term worries". Insurance is a kind of wisdom to prepare for a rainy day and a powerful means to resolve the possible quality risks in the future, which can avoid people's life from being troubled by violent fluctuations tomorrow.

Insurance is to change small money into big money. Insurance is like a reservoir. At ordinary times, the insured can accumulate together, and once needed, they can use it directly, and the amount used is hundreds, thousands or even tens of thousands of times of their investment.

Of course, although each insurer in the insurance consortium only pays a certain premium, only the insured who encounters an insurance accident can get insurance compensation. This just shows the mutual aid nature of insurance. "If one party is in trouble, all parties will support it". In this way, if one of the insured encounters misfortune, we can avoid or reduce the loss with everyone's help.

Insurance embodies kindness, responsibility and dignity. Insurance can not only provide a kind of material compensation, but more importantly, it can also reflect the harmonious relationship between people.

Buying insurance for family members is love for relatives, buying insurance for employees is a responsibility to society, and buying insurance for yourself is an extension of self-dignity.

Life insurance is great! Can make love last forever! I do everything, but not every job makes me feel meaningful. Spreading love, fulfilling responsibilities and advocating mutual assistance, I am for everyone, everyone is for me, and everyone helps everyone ... Isn't this what our country and society need?

As an insurance agent, as an ordinary person, shouldering such a great mission and such a great responsibility, how proud and proud it is! Therefore, I am glad to choose the insurance industry, and I will make my life value reflected in this industry.

Summary of annual work III. Personal counter staff, with the coming bell in 2020, look back at 20 19. Based on the principle of "obeying leaders, uniting colleagues, studying hard and working hard", I always adhere to high standards and strict requirements, and successfully complete various tasks. This year, I am growing, mature, happy, moved, with tears and flowers. Summing up the past is for a better future. Therefore, the work of the past year is summarized as follows:

I. Review and experience of work in the past year

Over the past year, I have conscientiously implemented the party's line, principles and policies, and ensured that office work and branch work are consistent with party organizations. In my work, I pay great attention to financial management, salary management, OA system management, personnel management, various seal management, office supplies management and the establishment of various branches, which have played a decisive role in various departments and offices. Looking back on the past year, I deeply realized that the office is a comprehensive department serving the whole bank. Give play to the role of connecting the preceding with the following, coordinate the relationship, strengthen ideological and moral construction, improve professional quality, establish a correct outlook on life and values, strengthen the cultivation of one's own sense of love and dedication, further enhance one's sense of responsibility and dedication, love one's job with the spirit of ownership, achieve "doing, loving and being expert", devote oneself to work, use meticulous and thoughtful service, and rely on pragmatic and efficient work style and rigorous and meticulous work spirit. I deeply understand that only. For this reason, over the past year, I have seriously studied relevant theoretical knowledge, familiarized myself with new business skills in my spare time, improved my management potential, and won wide acclaim from the leaders and comrades of the branch.

In the coming year, with the care and help of the branch leaders, I have always maintained a good working condition, and I am strict with myself as a qualified bank employee. Based on my own work, I concentrate on learning business skills, so that I can contribute silently in ordinary posts and promote the orderly development of office work.

In the past year, as the office director, I mainly paid attention to branch offices and important meetings, ensured the implementation of branch decisions, coordinated the work of branches, integrated the information of the whole bank, strengthened information feedback, improved the quality and efficiency of work, and did a good job in the information and business promotion of the whole bank, the clerical affairs of branches, the sending and receiving of documents, the confidentiality work, the personnel files of branches, the approval of the transfer-in and transfer-out of employees and the salaries of branches.

Salary accounting, payment, branch fund management, branch official seal custody, registration, management, external liaison and reception work, politely established data collection, ledger sorting and filing, and made fruitful work. Some people say that "it is not easy to do every simple thing well, and it is extraordinary to do every ordinary thing well." I firmly start from a small place, be strict with myself, pay attention to being strict with myself in every specific work, work hard and forge ahead. Proceed from the instructions of the leaders and do a good job in a down-to-earth manner.

Second, the shortcomings in the work and the ideas and plans for next year's work.

Dear leaders and colleagues, as an office director, I have no prominent position, let alone a flood of applause. We are only accompanied by hard work and mountains of responsibilities. A hard work, a harvest, my work has been widely praised by leaders and central comrades, but I deeply understand that honor belongs to the past and I still need to work hard in the future. My grades are not hard to find, and my problems are not hard to find. There is still a necessary distance between my current job and the expectations of my colleagues and the requirements of my leaders, and there are still many shortcomings. In next year's work, we will carry forward our achievements, make up for our shortcomings, put ourselves in a correct position, and work hard to achieve it by combining some of our own experiences and lessons.

1, strengthen your study and always prepare a "charger". Always remember to "recharge" yourself, strengthen the study of all kinds of knowledge, and strive to improve your comprehensive quality and practical work potential. Insist on applying the learned theory to practical work to better promote the work. Take part in training and study with your heart, teach yourself in your spare time, and learn from leaders, the masses and experienced veteran comrades with an open mind.

2. Work hard and be a "screw" silently. Closely around the overall development situation, always keep in mind the mission, do your job diligently and without regrets, and make silent contributions to the company with colleagues under the care and support of the leaders.

In a word, looking back on 20 19 "remarkable achievements by dribs and drabs", in the future work, no matter whether the work is boring or colorful, I will continue to accumulate experience, work hard with all the staff in the office, study hard, strive to improve my own quality and various work skills, and give full play to the role of the office as a connecting link.