What is the experience of the bank lobby manager?

As a bank lobby manager, you should experience customers' feelings and needs, and do your best for the internal business of the bank. So what should you write about the experience of the bank lobby manager? Below, I have carefully compiled the experience of the bank lobby manager for you. Welcome to refer to it.

Experience of bank lobby manager

If CCB is compared to a tree with lush foliage, I am a bird in the tree, willing to sing for her lush life forever. This is the truest idea in my heart, and it is by no means artificial. Because, for me, CCB gave me a second life, and I have no reason not to contribute all my strength to her prosperity.

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In 21, due to my poor health, I was arranged to be the lobby manager in the sales department for the purpose of care. Because at that time, everyone's positioning and concept of the lobby manager was still very vague, and they thought that the lobby manager was just sitting in the lobby to answer some questions for customers, which should be easier. After receiving the notice, I felt very lost because of my strong nature. I felt that I had become a useless waste and was secretly sad. Unexpectedly, it is this position that has inspired all my work enthusiasm, brought my intelligence into full play and fully reflected my life value.

idea. On the first day of my post, I sat at my desk in the lobby, not knowing what to do. I was overwhelmed by the feeling of being at a loss, pessimistic and disappointed. At that time, the customer didn't know much about the lobby manager, so he left at a distance and no one came to consult. The painful and depressing day finally passed, and when I got home, I threw myself into bed and cried. The next day, I crustily skin of head and sat in the business hall. At noon, an old lady came timidly with a cloth bag and asked me in a low voice if I could change some change. I quickly stood up and said, "Yes, yes", and then led my aunt to the counter to help her change a cloth bag into whole money. Aunt grabbed my hand when she left and thanked me: "Girl, thank you so much! I've been to several banks, and they all don't want to change it because of the trouble. Hello! I will come again in the future. " After listening to the aunt's words, my heart is sweeter than honey, and my mind and spirit are greatly boosted! It turns out that my work is valuable. I can help others, bring customers to CCB and create happiness for myself. As the saying goes, "Give a rose, and your hand will smell fragrant". Isn't this my dream job? I began to re-examine this job with brand-new eyes, and began to ponder how to be a competent lobby manager, and manage the business hall well and prosperously.

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After thinking these three points clearly, I was suddenly enlightened and immediately put them into action. However, it is easier said than done, especially for me who has never been a lobby manager and has no ready-made role model. The difficulty can be imagined. It's easy to do a good day's service, but it's hard to persevere. I use Lei Feng's spirit to constantly spur myself and draw strength from Li Xiangdang: I don't know business knowledge, so I seize every opportunity to learn; I don't know public relations etiquette. I study public relations and etiquette service by myself. I go home and smile in front of the mirror every day and practice my expression. In order to broaden my knowledge, I studied investment and financial management, speech and eloquence seriously, and everything pays off. Soon, I explored a set of effective working methods in practice, that is, my legs should move, my hands should be fast, my mouth should be diligent, my eyes should be ill, my voice should be round, my face should smile, my career should be familiar, and my brain should remember. Mastering these eight essentials, I am like a policeman at a crossroads in a business hall with more than 3 square meters and bustling customers. I keep my eyes on all directions, listen to all directions, take one, wait for two, call three, guide in an orderly manner, and command if I decide: I am like a caring person of a customer, who will answer any questions, do anything, help in case of difficulty, and be responsive. With my unremitting efforts, the work soon achieved results, and the order in the hall was good and the atmosphere was harmonious; There are fewer customer complaints and the business volume has gone up. Comrades sit up and take notice, and customers pay homage.

Emotion, sublimating service in service is a science and an art. Only by doing it with your heart can you reach a higher level: only by being sincere can you win the trust of customers. During my six-year career as a lobby manager, I have established deep feelings with many customers with true feelings and dedication, and won their trust and friendship.

in October, 22, a retired cadre from the Radio and Television Department of Qinghai Province came to the business hall and said with a smile, "Manager Chen, do you still know me? When I was sick last year, I came to you to withdraw money. It was inconvenient for me to move around. My neighbor accompanied me. You helped me fill out the withdrawal slip and took the money for me. I am going back to Shanghai to settle down, and I came to see you today. " I didn't expect a small, ordinary thing to make the old man so obsessed. I was very moved. I quickly helped the old man sit down and asked him about his recent situation. It turned out that the old man was seriously ill and had to go back to Shanghai for treatment. Because treatment needs a lot of money, I helped the old man get a dragon card and taught him how to use it carefully. When the old man left, he took my hand and said, "Daughter, if you have the opportunity to come to Shanghai, you must come and see me!" " .

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Service is perfect in extension. I know that the service to customers is endless. Only by being a conscientious person all the time, integrating service into every detail, worrying about customers' urgent needs and thinking about customers' thoughts can we win customers' hearts. When customers come to CCB, they will have other needs besides doing business. In order to answer some unprofessional questions raised by customers, I often use holidays and weekends to go to nearby hospitals, power supply bureaus, post offices, mobile communication companies and other units to learn their general business knowledge, master the basic situation of these units and their location, location, etc., so as to provide detailed consulting services for customers. A customer laughed and called me a know-it-all. Everything likes to ask me for information first. A customer asked me how to get to Xiaoqiao Savings Office. I told him in detail which bus to take, where to get off and what landmark buildings were nearby. He said with emotion: "Ask others, just tell me in the north of the city: ask you, clearly." I said, I am the lobby manager, and it is my pursuit to provide perfect service to customers. In order to meet the unexpected needs of customers, I prepared a convenient service box with paper, pens, needles, tapes, glasses, common medicines, etc. Everyone laughed and called it a "treasure box". It is this humble treasure chest that has solved many problems for customers and brought many loyal customers to CCB. Many customers say that it is the feeling of "home" to visit CCB.

Experience of lobby manager

On the morning of December 14th, our bank arranged to attend the service experience report meeting of star lobby manager in Shenyang, which impressed me deeply and made me learn a lot of experience. We are the first staff that customers come into contact with after entering the bank, and their services directly affect customers' impression of our bank. Since I have been working, I have continuously strengthened my study of etiquette and business, so that I can provide quality and efficient services to customers. Through participating in the study, I summed up the following points:

1. Keep your eyes open

As the on-site manager of the business hall, the lobby manager must keep an eye on all directions and listen to all directions, always pay attention to the needs of customers, and play a role in maintaining order and guiding diversion. When customers enter the business hall, the lobby manager should greet them with a sincere smile, so that customers can feel warm service. When customers are waiting for business, the lobby manager should pay attention to the types of business handled by customers and guide customers with different needs: for those with credit needs, introduce credit personnel to receive negotiations; For customers who hold bank cards to handle small withdrawals, guide them to ATM machines to reduce the pressure on the counter; For customers who handle the transfer and remittance business, first instruct customers to fill out various documents in the single form to avoid customers occupying the counter for a long time. When customers are dissatisfied with the service, they should be guided to a relatively closed area in time, understand the reasons for customers' complaints, and deal with customers' critical opinions quickly and steadily to avoid direct disputes between customers and tellers.

second, the mind should be "detailed"

First of all, you should answer carefully. As a lobby manager, one of the qualities you must possess is that you are familiar with the bank's business processes and financial products, and you can answer customers' various business inquiries at any time. What are the procedures for handling a loan? What materials do I need to open a bank settlement account? What's the deposit interest rate? When customers ask these questions, the lobby manager should be able to give answers enthusiastically and accurately, and answer questions for customers in time, so as to reflect the specialization of our banking services. Secondly, we should give careful guidance. When the customer is puzzled when filling in the form, the lobby manager should give guidance patiently, and pay attention to the tone and wording when guiding to avoid making the customer unhappy; And the guidance should be completed at one time to avoid customers filling in the form many times.

Third, be diligent in your hands and feet

First of all, be diligent in greeting. When customers are waiting in the lobby, the lobby manager should greet them one by one, and send tea, newspapers and magazines to customers who have been waiting for a long time to relieve their anxiety. Secondly, we should be diligent in marketing, and the lobby manager should publicize and promote the bank's financial products according to the needs of customers, so as to attract high-quality customers and increase the deposits of branches. When customers are waiting in line to handle business, the lobby manager can hand over the leaflet page of our bank to customers in time, actively market our financial products and trading methods to customers, and be a good financial adviser for them.

the lobby manager is not only a staff member, but also a spokesman for customers. When customers are confused, we point out the direction for them; When customers encounter difficulties, we help them; When customers don't understand, we patiently explain that we should worry about customers' urgent needs and think about customers' thoughts at any time and place, win every customer with perfect service, and let every customer feel our smile, our enthusiasm, our professionalism and the feeling of being at home.

ICBC lobby manager's experience

Implementing a series of standardized services:

1. It is necessary to instill the idea of "service prospers the bank" in employees, requiring employees to establish a strong sense of service, arming employees with advanced business concepts and standardized management models, and taking the meticulous work style, selfless rules and regulations and standardized management of international commercial banks as an example to learn from.

2. It is a standard service environment. From the decoration and arrangement of office premises to the configuration of office supplies, it is planned and styled in a unified way, so as to set off the corporate culture atmosphere.

3. It is the standard of employees' image. It is necessary to learn professional etiquette knowledge, from standing posture, answering the phone, treating people and interacting with customers, and practice one move at a time to cultivate employees' good etiquette quality. Advocate employees to be excellent clerks in the unit, model members in the family, good citizens in the society, have noble and beautiful morality, and be in the forefront of civilized society.

4. It is a counter service specification, which divides the responsibilities of the person in charge of the outlet, the lobby manager and the counter attendant, and makes detailed provisions on the service words and deeds and labor discipline of the employees during the business period, such as the counter attendant arriving at work 1 minutes early, dressed neatly, smiling, enthusiastic, standing to pick up the counter and standing up to see off the guests. Civilized language accompanies the whole business process.

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