How to build high-quality service for rural credit cooperatives

The competition in the financial industry is the competition of reputation and service. Whoever has a good reputation and good service can better meet the needs of customers and occupy more markets. As a service industry, service is the foundation of rural credit cooperatives. Only by constantly enhancing service consciousness, changing service concept, strengthening service measures, starting from service quality, service means, service content, service attitude and service environment, and paying close attention to high-quality civilized service, can we truly create a high-quality service belonging to rural credit cooperatives. 1. Fully understand and understand the connotation of service (1) Service is a kind of management. The improvement of high-quality civilized service level must rely on strict, standardized and scientific management, which can promote the improvement of high-quality civilized service level. Quality and civilized service reflect the management level of rural credit cooperatives. Therefore, rural credit cooperatives should strictly rely on the management system in the process of implementing the strategy of high-quality and civilized service. Including work code, dress code, gfd, civilized language, telephone language, etc. All these must form a system, become a code of conduct for employees, and be strictly implemented. (2) Service is a kind of culture. The construction of the service culture system of rural credit cooperatives includes: employees should have the service spirit of love and dedication, the moral values of service first, the pragmatic spirit of selfless dedication, unity and forge ahead, mutual help and struggle, and the resulting ship concept and pride as employees of rural credit cooperatives. This kind of enterprise spirit with industry characteristics can make the employees of rural credit cooperatives establish risk awareness and interest awareness, thus giving full play to the incentive function of this service culture. (3) Service is a spirit. The core content of civilized and high-quality service activities of rural credit cooperatives is to guide employees to establish correct values, professional ethics and professional accomplishment, take the service concept of revitalizing and honoring society as the service concept, and take reputation first, high-quality service and honesty and law-abiding as the professional ethics standards. Establish and improve the service consciousness and behavior of employees, and establish the concept of customer first, active service and overall service. Civilized and high-quality service activity is a long-term systematic project. From leaders to employees, from first-line to second-line, from business to internal management, from internal to external society, we should cooperate and coordinate with each other, so that the business objectives of enterprises can be transformed into people's conscious actions. (4) Service is the carrier. The operation of rural credit cooperatives can only be realized through the services of rural credit cooperatives, which is essentially the operation of rural credit cooperatives. In today's increasingly fierce competition in the financial industry, the service scope, content, efficiency and attitude of rural credit cooperatives directly affect the number and efficiency of customers they can attract. Therefore, improving the service level of rural credit cooperatives is related to the scale, quality and benefit of rural credit cooperatives, the competitiveness of rural credit cooperatives, and the operating efficiency and long-term development of rural credit cooperatives. (5) A service is a connection. The core of rural credit cooperatives' service is to maintain and strengthen contact with customers. Rural credit cooperatives should always take customers as the center, adjust themselves and shift their services from simply operating financial products to maintaining and deepening the relationship with customers. It is not enough to focus only on meeting customer needs, but also to study the complex factors behind customer needs. Only by firmly grasping the core of maintaining the relationship with customers, taking the market as the guide, and meeting the multi-level needs of customers with high quality, diversification and characteristics, can we obtain the sustained motivation for our own development. The concept of customer is the concept of a big customer. Not only the direct service objects of rural credit cooperatives are customers, but also the departments that have a restrictive relationship with the services of rural credit cooperatives, and even the employees of rural credit cooperatives themselves should be regarded as customers. When dealing with the relationship with customers, rural credit cooperatives should establish the consciousness of big market and big customers and the concept that service is a whole process. Build a new relationship between banks and enterprises, coordinate the factors that restrict the relationship with customers, and enhance customer stability. Without good service as a guarantee, even customers who are temporarily sidelined may run away. Second, continuously strengthen and improve the service consciousness (1), take customers as the center, and form a three-dimensional service model. High-quality and civilized service is related to the corporate image. Therefore, it is necessary to fully launch and involve all staff. Focusing on customer service, serving front-line customers and providing customers with efficient and high-quality financial services in various service windows and departments; The second line is the first-line service, and all management, science and technology and logistics departments should try their best to provide services and guarantees according to the first-line demand; Leadership is to serve the masses, leading cadres should observe people's feelings, care about employees' lives, and mobilize their enthusiasm and creativity; The superior serves the subordinate, and the superior management department should plan and guide the high-quality and civilized service activities of the county-level association as a whole, so as to be planned, planned, inspected and rewarded, constantly improve the work style, improve work efficiency, and actively give support and cooperation to the subordinate. (B) quality as the center, the establishment of target management system. High-quality and civilized service is not only a simple service problem, but also a magic weapon for rural credit cooperatives to win by superiority in market competition. High-quality service is the basis of establishing cooperation and increasing efficiency, so it must be placed in an important position, incorporated into the overall thinking of decision-making, and fully implemented first-class projects. It is necessary to set up a leading group for quality and civilized service with the chairman as the leader. Business departments and grass-roots credit cooperatives should also sign letters of responsibility for quality service at different levels, quantify and refine indicators, and decompose the responsibility to people, and incorporate them into the assessment of the target management system of the chairman of county-level credit cooperatives. In the arrangement at the beginning of each year, we should make an overall plan for civilized service, set phased goals, and refine and enrich it according to our own reality. The goal is decomposed layer by layer, and the responsibility lies with people, so that it can be orderly. (3) Take the system as the center and create a standardized service atmosphere. Constantly improve the rules and regulations to standardize and institutionalize the service behavior. It is necessary to establish a strict reward and punishment system in combination with local conditions, formulate and improve strict job specifications, specific service standards and business operation procedures for various businesses, and at the same time, systematically improve, sort out and prepare relevant rules and regulations on business management, business operation and internal management according to professional division of labor, requiring all employees to memorize and skillfully use various operation procedures. From receiving the first customer to sending the last customer away, there must be uniform, detailed and clear standards in every link, so that every employee can receive customers politely, moderately and appropriately, handle business in a standardized, fast and accurate way, and let customers feel harmonious, friendly and warm. Third, strengthen the training and management of service skills. To achieve a qualitative leap, the key is to put people first, improve the political quality and professional quality of employees through education, training and strengthening management, and create high-level quality services with the high quality of employees. (1) Comprehensive training and education to improve the political and professional quality of employees. Carry out professional ethics education for all employees, such as dedication, honesty and trustworthiness, fairness in handling affairs, serving the masses and contributing to society, so that every employee can understand that my behavior represents the image of the rural credit cooperatives. Without customers, there will be no business development of the rural credit cooperatives, cultivate good professional ethics, make contributions to the post, consciously safeguard the image and honor of the rural credit cooperatives, and make quality services reach a new level; Strengthen standardized etiquette training, hold standardized service etiquette training classes, organize employees to carry out standardized training on etiquette knowledge, civilized terms and etiquette instruments, implement centralized, standardized and all-round intensive training, and promote it in depth; Strengthen business technical training and improve service efficiency. Conduct on-the-job training and on-the-job training, conduct regular assessments and professional technical competitions, and require employees to be good, fast, accurate and strict in business. If they can't meet the standards, they can't go to work. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately; Taking counter service as a breakthrough, we will carry out various activities with high-quality and civilized service as the content, such as creating a youth civilization, striving to be an expert in youth posts, launching labor competitions such as catching up with learning and helping others; Carry out training on financial laws and regulations and various rules and regulations, enhance employees' legal awareness, so that every employee can know, understand, abide by the law, use, manage and operate according to law, and prevent and resolve financial risks; Typical training, organize employees to observe and learn advanced units and individuals with high-quality civilized service on the spot, enhance perceptual knowledge and learn from each other's strengths; Organize dedicated service speech contest to celebrate the noble demeanor of employees' diligence, diligence and dedication; Promote standardized services with employee star management as the core. (B) a reasonable management model to improve the political and professional quality of employees. Through the examination of the morality, ability, diligence and performance of the counter staff, the corresponding stars are awarded. The implementation of hanging star posts, fixed salary by post, linked to star salary, fully mobilize the enthusiasm of employees; Actively create a beautiful and comfortable service environment. There are many outlets of financial institutions, and there are several bank outlets in Fiona Fang, which is hundreds of square meters in the urban area. People naturally look to those business places with comfortable and elegant environment. The glamorous appearance of rural credit cooperatives naturally gives customers a sense of security and makes people feel that rural credit cooperatives have strength. Therefore, business outlets should purify and beautify the inside and outside of business offices in accordance with standardized service standards, and pursue a distinctive and unified style in external image design to play a silent propaganda role. Fourth, strive to innovate and improve service quality (1), innovate service varieties and enrich financial products. Set up a department specializing in new business development, strengthen market research, forecast and analysis, research and innovate financial products, improve service functions and improve service level. On the basis of introducing financial products such as universal deposit and withdrawal, payroll service, fee-based service, ATM networking series, business POS terminals, one-card (or one-time card), we will further increase the development of new business and continuously enhance the needs of business development and competitiveness. (2) Innovating counter service and improving service quality. Counter is the place where rural credit cooperatives have the most frequent contact with the public, and it is also the place where they directly handle business and derivative deposits. The good service image of rural credit cooperatives depends on counter service. The special services include: extending business hours, providing 24-hour service and setting up a one-meter line; On-site service for special customers, handling cash receipts and payments, transfer and interest settlement, receipt, interest list, etc. For the unit; Handle deposit and withdrawal business for customers with difficulties; Provide counter services for soldiers, teachers, primary and secondary school students and the elderly, the weak and the sick; Provide security services for large deposits and withdrawals. In terms of loans, the express service of credit business is launched, and enterprises with credit rating above A level are selected as the express service targets of credit business, and special affairs are carried out for them, which greatly improves the efficiency of business handling; Carry out the account manager system, provide account managers for large depositors and lenders, provide them with all-round on-site services such as deposit, loan, remittance, wealth management and consultation, improve the relationship between banks and enterprises through comprehensive and thoughtful services, enhance attractiveness and ensure that customers can complete payment without leaving home. Through the introduction of special services and other service measures, the purpose of establishing a good corporate image is achieved. (3) Innovating supervision methods and implementing quality services. In order to provide high-quality service, we must make unremitting efforts, not to decline or waver. In addition to formulating and implementing various systems, we should also strengthen the supervision and inspection mechanism. There is no end to quality and civilized service. Persistence is the key, and implementation is the most important. Business outlets are the windows of rural credit cooperatives, and small windows reflect the overall appearance and credibility of rural credit cooperatives. What kind of service customers get here can only be known through unannounced visits. Therefore, unannounced visits are a good way to ensure quality service, without going through the motions and putting on airs. By organizing social workers or hiring social supervisors, we should make unannounced visits to the service environment, service attitude and service quality of business outlets as ordinary customers, solicit opinions and suggestions from customers extensively, solve the problems existing in the service, ensure that the standardized service standards are implemented in every link, and establish a good image of high-quality, efficient, fast and safe service of rural credit cooperatives. (Author: Xuanhan Rural Credit Cooperative Association of Sichuan Province)