How to become a five-star business outlet

the evaluation of "five-star outlets" is an important part of building a civilized and standardized service star management system for banking outlets in China, and it is also a guarantee to strengthen the construction of service brands in the industry. In the last issue, the author analyzed some problems that are easy to be misunderstood in striving for success. In this issue, the author will elaborate some skills and experiences in the process of striving for "five-star outlets" with specific cases, hoping to bring some help to readers.

question 1: how can the candidate units create the scene atmosphere of "five-star outlets"?

because of the importance of striving for "five-star network", it is decided that it needs the attention of leaders and the participation of all staff. Therefore, how to make every post and everyone pay attention to the striving for "five-star network" is a big difficulty. In order to make the importance of striving for service deeply rooted in people's hearts, and form an atmosphere in which all staff pay attention to it and strive to do a good job in service, the author thinks that the following specific implementation measures can be considered:

1. Add banners and electronic screens with strong sense of scene at outlets and display slogans (such as Qian Fan strives for success and struggles for the present; Strive for "five-star network" and build the brand image of industry service);

2. Manage the kanban, and publicize the work objectives, progress, cases and employees' sampling inspection standards for creating a "five-star network";

3. Carry out a variety of team activities (such as "serving the people and striving for five stars" swearing-in meeting for all staff; "Five-star outlets" standard knowledge contest and other activities);

4. Take employees as the leading role, shoot promotional videos of outlets (introducing the acceptance indicators of functional areas and special services of outlets) and display them in the business hall.

Remarks: The above-mentioned on-site atmosphere is created to achieve: educating employees' awareness, keeping up with the pressure, and establishing brand awareness of five-star service for external customers. (The inspection and acceptance of trade associations, in the work arrangement meeting and inspection discipline, all emphasize obedience to the eight central disciplines, reduce the burden on inspection units during inspection, put an end to formalism, and shall not affect the normal business of outlets. Therefore, the atmosphere of the venue should be created as far as possible to advocate not extravagance and waste).

question 2. what core professional qualities should a "five-star network" on-site tutoring project teacher or a bank internal project leader have?

Take external consultants as an example:

1. Optimize services to improve skills. It is recommended to have direct or indirect service efficiency improvement and service evaluation experience, or banking service management experience, satisfaction research experience of three-party market research companies, be proficient in service efficiency improvement, lean on-site management and satisfaction management, be very familiar with civilized service standard skills, and have experience in formulating, optimizing, evaluating and evaluating. The proportion of core skills is recommended: 3%

2. "Five-star outlets" standards are on-site demonstration and compliance skills. It is recommended to have experience in demonstration, explanation, report and receipt including the acceptance of the Bank Association, experience in guiding the application status of relevant documents issued by the Bank Association, experience in interpreting acceptance standards and guiding the achievement of standards, experience in building a service highlight strategy for "five-star outlets", and the proportion of core skills is recommended: 4%

3. Simple on-site counseling skills in banking service etiquette teaching. It is recommended to have practical training experience in banking service etiquette and first-generation network transfer counseling experience. Recommended proportion of core skills: 2%

4. Service file management and system assembly skills. It is recommended to have self-operating experience in basic book management and service management such as service regulations, service materials, suggestions and complaints, document classification and storage; Experience in intensive teaching of network service management courses, ability to organize and compile case resources and materials related to banking service files, and core skills are recommended: 5%

5. Basic sign language communication and training skills. It is recommended to have the ability of sign language conversation in regular business consultation, be familiar with the needs of disabled people to handle business at outlets, and be proficient in sign language communication training and teaching experience. Recommended proportion of core skills: 5%

Take internal staff as an example:

Acceptance experience of Qianbaijia Project: Familiar with the acceptance process and index acceptance standards of the Bank of China (for example, experience of being transferred by the Bank of China and participating in external acceptance evaluation; Or participated in the previous training on the interpretation of the "Thousands of Baijia" standards of the Bank of China Association or the content system, and had unique opinions; Or have successful reporting experience in the system).

experience in civilized and high-quality archives management: I often participate in the management of civilized and high-quality service archives, and have experience in receiving, distributing, classifying, sourcing, editing and sorting archives (such as the positions of trade union chairman and service specialist in branches).

service marketing skills training experience: often carry out service supervision and internal training (such as positions of internal trainer in the system, head of branches at the grass-roots level, etc.).

question 3: does the "five-star network" project strive to highlight its own different service highlights?

the display of service highlights reflects that the core of striving for "five-star outlets" is to discover the service competitiveness of their own outlets. Therefore, the extraction and display of service highlights is a process of evaluating and re-recognizing the comprehensive competitiveness of outlets. Service highlights are cases that can be seen at any time in the eyes of judges and real customers, and are special routines used in practical work, not just one or two tricks. It is not a scene, but a set of work plans, such as lobby service, three-person job rotation, business cross-diversion, such as standing up, special people, special business and special diversion.

When looking for service highlights, banks can specifically consider the following key factors:

1. Choose outlets with good reporting foundation (not only to meet the basic conditions for reporting by the China Banking Association, but also to have certain service competitiveness, such as offering special services, business area, pre-acceptance ranking, demonstration and leading effect, etc.);

2. The key to the extraction of service highlights is to attach to the hardware environment and the collation of written materials (the current acceptance score is relatively high)

3. Organize exchanges and studies with other banks' "Qianbaijia" outlets in previous years to find the same characteristics and learn from them;

4. Through the professional consultants (banking associations or external consultants) of the previous "Thousands of Parknshop" projects, the competitiveness of peer services in this region was evaluated and the customer group characteristics data of this system were analyzed.

5. Organize a big discussion on applying for "five-star outlets" and encourage everyone to explore service innovations.

The author, combining with his own experience, will introduce some common cases of service highlights:

The highlight of a bank's service efficiency: innovative introduction of the "Fast 25" queuing practice, through speeding up the diversion of business types, opening temporary windows, using mobile service terminals, etc., to digest the backlog of customers and ensure that the number of customers queuing does not exceed 25. Establish a fast service mechanism during the peak queue period.

Highlights of a bank's hardware service: through the introduction of 6S mechanism, the unique cultural wall and chicken soup for the soul are displayed; Fully equipped staff lounge; Characteristic love service equipment (blind aid card, Braille keyboard, love seat, medicine box, love umbrella), etc.

a bank supports energy conservation and environmental protection, and every time it lends money to the environmental protection industry, it requires the other party to sign a letter of commitment on energy conservation and emission reduction, which effectively constrains enterprises to implement energy conservation and environmental protection measures.

a bank strengthens employee education, and organizes its employees to participate in various education and learning activities such as compliance learning meetings, warning education and case analysis every week to cultivate and guide employees to establish a correct world outlook, outlook on life and values, and constantly strengthen their awareness of compliance management. In addition, the bank also insists on the "daily lecture on safety prevention and control" at the morning meeting every day to remind the safety operation work normally.

Remarks: The key to strive for a candidate outlet is to find out its own service characteristics. We should not blindly follow others' example and pursue so-called formalism based on our own outlet positioning (business positioning, product positioning, customer structure and human resources).

question 4. what are the cases for "five-star outlets" to strive for service highlights?

Interpretation: Work Plan for Shanghai Branch of Bank of Communications to Create a Highlight of Care for the Elderly

Initiative 1: The Bank regularly organizes employees to popularize financial knowledge for more elderly people in the form of "mobile banking" (such as giving on-site knowledge of RMB anti-counterfeiting to employees at outlets and distributing anti-fraud brochures to the public).

Initiative 2: Dongfang Road Sub-branch of the bank also launched the "Caring for the Old Baby" campaign (for example, a family contact book was set up, and the lobby manager would call back about half an hour after each "old baby" left the outlet to confirm that he had arrived home safely).

measure 3: set up a special window for caring for the elderly, a special seat for caring for the elderly, medical boxes, reading glasses, magnifying glasses, wheelchairs, etc. to provide convenience for the elderly;

initiative 4: the bank has also selected 137 service model workers and 3,533 service demonstration workers active in the front line of bank outlets.

enlightenment: the maintenance and excavation of elderly customers is just the word service. Chairman Mao said that it is not difficult to do a good deed, but it is difficult to do it all your life. The same is true for customer maintenance. It is not difficult to serve once, but it is difficult to continue to provide quality and thoughtful service to customers.

question 5: strive for candidate units and implement consumer price publicity?

1. In terms of consumer education, we focus on the business that is difficult for consumers to understand and controversial, and we should constantly strengthen the concept of "the seller is responsible and the buyer is responsible".

2. The candidate units should continuously clarify all service items and charging standards in the Measures for the Administration of Service Prices of Commercial Banks, and conduct service price information inquiry and service price disclosure through various forms such as business place publicity, brochure, website publicity, teller publicity and e-banking channel inquiry, so as to ensure that the publicity information is consistent with the actual operation and fully protect consumers' right to know and choose.

question 6. what principles should be grasped in striving for hardware upgrading of candidate units?

Hardware construction is based on attachment and quality service, so it is often the first selection point for acceptance. Basically, five-star outlets that successfully run for election are all excellent in hardware. In the process of optimizing and upgrading quality, we should pay attention to the following two points:

1. Reasonable zoning and hierarchical service (paying attention to the principle of humanization for dynamic planning, for example, self-service area and consulting service area are arranged near the door, and the customer rest area is adjacent to the consulting area, highlighting the privacy of VIP rooms, etc.) On the basis of reasonable dynamic line specification, differentiated service can be realized according to on-site guidance instructions and personnel diversion, and then hierarchical service can be realized. Remarks: Note that according to the acceptance criteria, there must be no less functional area elements. The focus of hardware acceptance this year is the protection of disabled people.

2. Unity of image and management standard

Unity is image, which reflects the management standard and high service level of the candidate unit. It requires unified VI and CI applications, and each outlet reflects its own differences according to its different outlet styles and business environment. (For example, the items are placed in a standardized way, and the positions are reasonable and organized; Another example is the price, rights and interests, and the size and style of various brands should be consistent.

Remarks: Considering the competition of running for five-star outlets, it is suggested that the superior bank should organize multiple rounds of screening in the application process, and select the candidate units with excellent hardware. (For example, in the early stage, the competition team of the superior bank set too high screening conditions, such as the hardening of the outer road surface, the access for disabled people, the door head, the outlets with a step height of more than 7 steps, and so on. At present, there are very few outlets in the first-and second-tier branches that are qualified.).

question 6: how to organize the basic documents of the candidate units?

The arrangement of basic documents reflects the basic surface and normality of striving for excellence in the unit. Due to the requirements of wide elements, large quantity and fine content, acceptance preparation often loses more points. In the process of striving for success, we should pay attention to the following points:

1. Re-accumulation (the key to success lies in accumulation), such as donations for social responsibility projects such as acceptance indicators, all documents issued by the Banking Association, and the three-level civilized service standards and activities of the provincial branches, all need to be collected, sorted and classified at ordinary times. Therefore, the candidate units required to be screened must strengthen the normalization of normal management, pay attention to the collection of excellent archives in advance (at least for more than half a year), and even strengthen the collection of archival materials of other banks that successfully strive to create excellent units. (In terms of data collation, we should put an end to blindly imitating others and making false statements that go against the objective).

2. Fine sorting (careful sorting and orderly promotion) In the early stage of work preparation, the superior bank must make a detailed document preparation list and work plan in combination with the acceptance requirements of the Banking Association. (e.g., service file directory of outlets, service self-inspection manual, material production list, etc.) Let striving for candidate outlets promote the docking department, and outlet employees can collect, sort out and improve problems against the template.

3. Secret organizations (the whole bank cooperates and enjoys cooperation) Branch offices, retail lines, operation lines and external consultants should set up special striving teams, and the Security Department and the Science and Technology Development Department should be connected by special personnel and be responsible for the service management departments of all striving units. Only when multiple departments cooperate closely can they respond quickly and efficiently in software and hardware, thus providing guarantee for the work.

4. Cleverly displaying (creating a critical moment) the final presentation of excellence work is the key to the success or failure of acceptance. According to the author's experience, it should be displayed and shaped from several aspects: illustrated self-inspection manual (or introduction of feature films of qualified projects) to meet the service characteristics of functional areas, decoration of the ease of use and aesthetics of documents and materials, and optimization of electronic files (such as establishing a text index list and practical preservation of engraving).

Remarks: Considering the competition of running for five-star outlets, it is suggested that the superior bank should organize multiple rounds of screening in the application process to select the candidate units with a sound system. (For example, the service management mechanism is perfect, the system is sound, there is a feasible five-star network participation scheme, people-oriented management is practiced, social responsibility is fulfilled, and a harmonious team is established).

question 7: how to implement the protection of consumers' rights and interests by striving for candidate units?

1. Build a comprehensive management system. For example, establish a full-time contact person system and daily communication mechanism for consumer rights protection at all levels; Construction of consumer rights protection committees at the head office level, consumer rights protection offices at grass-roots branches and consumer rights protection reception rooms at outlets.

2. Build a customer satisfaction-oriented service quality monitoring system. Through the continuous monitoring of consumer satisfaction and channel service quality, and the monitoring means of leading peers such as special inspection of mystery man and satisfaction survey, the products and services are improved in a targeted manner to realize the continuous satisfaction of consumers.

3. Make a public education plan and extensively carry out internal and external public publicity and education. For example, cooperate with the China Banking Regulatory Commission to carry out the "financial knowledge into ten thousand families" publicity and service month activities, and "popularize financial knowledge for thousands of miles" activities. For example, during the "3.15" period, the special topic "Five Ones for Consumer Rights Protection" was deployed; Write consumer education knowledge books into community activities, etc.

4. Carry out in-depth publicity and education for employees. For example, training courses on consumer rights protection are held regularly, and experts from regulatory authorities and third-party institutions are invited to give lectures; Compile the interpretation and selection of relevant laws and regulations such as new consumer law; Concentrate on learning through the morning meeting of outlets; Participate in the "Knowledge Competition on Consumer Rights Protection for Banking Practitioners".

5. Pay special attention to special consumer groups. Commercial banks should provide standardized and humanized services for special consumers such as the disabled. Constantly improve the emergency plan, establish a normal mechanism of media public opinion monitoring, strengthen reputation risk management, and continuously improve the emergency handling capacity of outlets.

6. revise the contract text fairly and justly. For example, we should comprehensively revise the text of the private business contract around the charging clauses and force majeure and other bank exemption clauses that are closely related to consumers' rights and interests, and start with strengthening the fairness of the bank format clauses to improve the fairness and standardization of the private business format contract.

7. Strengthen the coordination and control of business links.