What is the most important thing for banks?

Let me talk about my personal opinion first

First of all, externally, it must be products; internally, it must be employees.

first of all, banks are no longer the golden rice bowl they used to be. In the early years, banks sucked in deposits at low prices and issued loans at high prices. This spread model really made a lot of money.

But it is also for this reason that in recent years, more and more banks and the distribution of bank outlets have become wider, which has led to more intense competition among banks, and because of the liberalization of the interest rate market by the central bank, the spread of banks has become smaller and smaller. So banks are becoming more and more difficult.

the homogeneity of products among banks is very serious, so banks turn to the perspective of service. The slogan of many banks is to create first-class services, even within banks, which require grass-roots employees to do a good job in customer service.

Then why did you shout such a loud slogan and the bank worked hard, but everyone still didn't applaud?

this has to start from the two aspects I mentioned at the beginning.

Now, in order to save costs, banks are gradually reducing the number of physical outlets and turning to mobile intelligent services. Due to the requirements of risk control, banking business processes are becoming more and more, and due to competition, various marketing activities of banks are emerging one after another.

in principle, this is a good thing for ordinary people. Why don't people say yes instead?

This is also the problem. On the one hand, banks have always emphasized that employees should provide good services. On the other hand, in order to save costs and compete with peers, banks are guiding customers to learn.

At present, the service of the bank is one of the products of the bank. However, in order to control risks and guide customers to use self-service machines more, the speed of handling business at the counter of the bank is really flattering. Although the mobile terminal can handle most of the business, there are still some businesses and most of the company's businesses that still need to be handled at the counter.

Let's take a simple example. It often happens that we go to the bank to do a business. When we get a number in the lobby, we find that only one or two people are waiting, so we are very happy, thinking that it will be our turn in a minute, but after waiting for ten minutes, we find that, alas, the previous number hasn't moved yet. I waited for another ten minutes, but there was still no call. Finally, it's your turn, and there's another VIP number behind you, so it's logical to handle business in front of you. When it's your turn, it will take at least ten or twenty minutes to complete the business. The result is that what you think can be done in ten minutes, you have to wait for more than an hour to finish it.

so are you angry?

Why? The stricter regulations and more detailed procedures implemented by employees will slow down the processing speed.

There are many small indicators in the bank. When the counter handles business for you, it will sell you various products. If you install a mobile phone bank or something, the time will go straight for half an hour.

In order to save costs, banks have increased the number of self-service machines, but the number of tellers at the counter has decreased, and most of them are novices, because business experts have gone out as account managers to market.

in the final analysis, it is because banks only pay attention to performance and ignore the feelings of the overall customers.

it's not advisable to blindly emphasize the requirement of employees to do a good job in customer service while ignoring the practice of reflecting the service value from the assessment!

the correct approach should be to do a good job in the product of "service", and to really understand what customers want from the perspective of customers in the general direction, instead of thinking that what they provide is the best.