Three articles on selected banking services

As a bank window staff, you should be able to clearly understand the importance of service. Especially in today's increasingly competitive environment in the banking industry, service reflects the bank's core values ??in some aspects. Soft power and competitiveness. Therefore, we must firmly establish the purpose of service. Service is a virtue and a kind of happiness. Serving others gives you a sense of self-worth. "Service" seems to be an ordinary word, but it contains rich connotations and values. At work, we can simply and conveniently put the word "service" on our lips, but in reality, we also I understand bitterly that it is not easy to do a good job in service, nor can perfection be achieved overnight.

Service is an art. To learn this art well, in addition to having a familiar understanding of business knowledge, you must also be customer-centered, communicate with customers emotionally, put yourself in their shoes, and ensure customer satisfaction. By providing customers with knowledge services, value-for-money services and personalized services, it not only enriches and enriches the connotation of work, but also consolidates and improves customer loyalty and satisfaction. Of course, when we do things, we must be tactful, calm and confident, and be confident in ourselves, which means that customers will trust you, and go beyond the ordinary and pursue excellence.

Service should pay attention to details. Details can demonstrate quality and taste. Under the trend of people increasingly pursuing perfection in the quality of life, banks’ service work must proactively cater to and create this atmosphere, making customers feel that everything we say and do is important. He is serving him very carefully. Details determine success or failure. In an era of high competition, the competition between banks often lies in the differences in details. Being able to be unique and cater to the needs of customers is our purpose. We must serve with heart and be good at observing customers. , understand customers, pay more attention to their words and deeds, use sincerity, true feelings, and sincerity to connect the bridge of communication with customers, provide good services with true feelings, and sincerely reassure customers.

Service must be sustained. A great enterprise lies in its ability to continue operating for a long time and remain standing, and the greatness of an enterprise lies in its ability to continuously satisfy its consumer groups with its services for a long time. Service is a kind of culture and a kind of inheritance, so we must Persevere in every detail, form affinity with customers, form a good inner cultivation, make yourself stronger, bigger and longer.

Sustainable development enriches society. This is the social philosophy of our business. It embodies the Agricultural Bank of China's high sense of social responsibility for the overall development of society and the honor and disgrace of society, actively supports economic development, cares about the quality of life of the public, and contributes love to society. Create an excellent brand with excellent service. It expresses the customer-centered service concept of Agricultural Bank of China people. Facing the widely varying needs of customers, it is up to our employees to create. Only when every employee takes the service deeply into the hearts of the people, new service measures, service tools, service means and methods will be constantly created.

Chapter 2

As an ordinary employee in the banking industry, on an ordinary day, I walked into a branch of a certain bank and experienced it as a customer. A different feel for window services in the financial industry. Although it is only a few steps away from inside the counter to outside the counter, the outlet's software strength, business characteristics and corporate culture made me gain and develop different feelings and perceptions.

Nowadays, no matter you walk into any bank branch, the first thing you will feel is that the hardware is very good, the environment is beautiful, the windows are bright and clean, and many banks have set up VIP rooms, which shows luxury. However, what stands out among many banking peers and is highly praised by customers relies on soft power! Hardware is cold and lifeless. No matter how good the hardware is, it cannot resonate with customers. Only friendly smiles and thoughtful words between people can make our environment lively and warm, and make our environment lively and warm. Able to retain the hearts of bank diamond customers.

From the 1950s to today, many service stars and model workers must have their own set of so-called unique skills to achieve success. For example, the Chinese medicine store is accurate in its measurement, the department store is accurate in measuring, or the industry's Wanbaoquanshu, and the grasping king who is willing to use his brain. It is these unique skills in serving the public that make them stand out and become leaders in various industries. Outstanding people and leaders are supported by customers and become the central force that unites customers in the industry. Therefore, having your own characteristics and using soft power to gain the trust and support of customers is the magic weapon for winning in the industry.

When you walk into a bank branch, you can also feel their corporate culture. While experiencing the service, you also experience their cultural charm. The harmonious, enterprising and cohesive corporate culture among people has brought about the employees' dedication and the spirit of sharing the same destiny with the enterprise, and as the employees in the process of service, this spirit Passed on to customers, customers have full trust and peace of mind in the company, and enhance their recognition of the banking industry.

I deeply understand: as long as you put serving customers first in your heart, not just words; serving customers should be in actions, not just words; changing your philosophy should be in thoughts, not words. On the topic, we will definitely win the understanding, trust and support of more and more customers.

Part 3

When customers handle business, try to start from the customer's perspective, give customers more greetings, more reminders, and more love, so that customers can be safe and Feel free to enter ICBC to handle every business.

Patience is an essential quality for front desk employees. The front desk business has many clues, many contacts, and the quality of customers varies, but as long as you work patiently, you will always achieve the desired results. One day in July last year, a high-end customer exclusive financial product was released the next day. The teller was ready to call Mr. Wang, but no matter how he called, he could not be contacted. Because before the launch of this financial product, many high-end customers had already made reservations and were fully prepared. If Mr. Wang cannot be contacted, Mr. Wang will not say anything, but his professional sense of responsibility prompts him to get in touch with Mr. Wang as soon as possible. Only in this way can the idle funds in Wang's general ledger be made profitable. After get off work, he didn't bother to go home and rushed to Mr. Wang's workplace. However, he found that Mr. Wang's workplace had been guarded by "General Iron". He had no choice but to ask about Mr. Wang's residential area, but the security guard told him: Mr. Wang had not seen Mr. Wang since he left home early in the morning. return. Because Mr. Wang’s parking space is always empty. I have no choice but to wait here. At around 8 o'clock in the evening, he continued to wait with his tired body and hungry stomach. Just when he was about to lose confidence, Mr. Wang's BMW appeared. Because the car number was so familiar to him, he hurried up to greet it and explained his purpose. After hearing this, Mr. Wang excitedly held his hand and said: Thank you very much. I will go home now and prepare 3 million funds online. I will buy financial products as soon as you open for business tomorrow.

In daily work, we will encounter individual customers who constantly ask questions that have nothing to do with the business when handling business, which makes people laugh and cry. This requires our employees to have strong basic business skills and a good mentality, and at the same time have strong patience to deal with things calmly and remain calm in times of crisis.

Responsibility is the basic principle of life and work. We must work hard to do our own work based on the idea of ????doing what we do and loving what we do. High standards and strict requirements, consciously abide by rules and regulations, and conscientiously perform duties. While providing better services to customers, we also protect customer interests to the maximum extent possible. There is a story: A Chinese diplomat working in South Korea was driving a Korean-made Hyundai car on his way out for business. Someone called him. Since he was not allowed to make calls while driving, he parked the car on the side of the road and answered the call. The other party’s phone number. At this moment, a young couple from a Korean Hyundai company drove by. When they saw the owner of a Korean Hyundai car on the roadside talking on the phone next to the car, they mistakenly thought that the car owner had a vehicle breakdown. They immediately got out of the car and asked if they needed help. After understanding what happened, he drove away with peace of mind. The diplomat working in South Korea was very moved. He did not expect that the Korean couple cared so much about the customers who used their company's products. He sincerely admired this high sense of responsibility. It can be seen from this that a sense of responsibility can not only impress others, but also improve the credibility of the company where it works. In our counter business, we have to think about it and ask ourselves every day, what have I done for my customers? How was the service? What work is not done well enough? Then, our work will look the same every day and get better every day.