ICBC Service Culture Concept

1. Gather professional knowledge and internalize concepts in the heart

Strengthen education and training, and enhance the guiding role of service culture from top to bottom. In 2017, on the basis of successively issuing the "Service Culture Construction Outline", "Service Culture Manual" and "Service Culture Story Collection", the Industrial and Commercial Bank of China developed a service culture promotion course and formed a standardized training courseware "Ru rafter, Ru Ru Pan, Stick to Ruyi, Mission as Rock, Stick to Ruyi" Service - Industrial and Commercial Bank of China Service Culture Construction" provides basic materials for the promotion, implementation and training of service culture.

Propaganda of concepts enhances the cohesive role of service culture from the inside out. Within the bank, each branch has developed more branches within its jurisdiction, and has carried out extensive activities where the person in charge takes the lead in interpreting the service concept and employees conduct service culture discussions. Outside the industry, we continue to enrich the publicity carriers for service culture construction, and use various media channels to widely and continuously publicize service culture concepts, advanced typical deeds, and high-quality service experience.

2. Beautify and beautify, practice the concept externally in the bank

First, ICBC improves the benchmark outlet system in multiple dimensions, and provides the banking association with civilized and standardized services to hundreds of top outlets, The combination of star-rated outlets and characteristic outlets within the bank has created a number of business outlets with advanced, leading and exemplary industry services throughout the bank, allowing the service concept to be presented in a visible and tangible form, highlighting the industrial and commercial The bank's market image creates a first-class bank's service brand.

The second is to carry out word-of-mouth publicity based on social hot spots and service issues of customer concern, focusing on discovering the outstanding service deeds of front-line employees, and disseminating ICBC's high-quality service results and highlights in a high-density, multi-level and focused manner. Over the past year, various central and local media have published more than 40,000 positive service-related reports, which has promoted the improvement of ICBC's service reputation and image.

3. Beauty and make-up, the service will take on a new look.

First, the software and hardware environment of the outlets continues to be optimized, and the construction of long-term mechanism for beautifying outlets continues to advance. In early 2017, the standardized decoration work of 1,589 outlets was launched, and the outlet image display platform was fully put into production. Through outlet display, We use all-staff supervision to conduct regular supervision and long-term management of the outlet’s image.

The second is to strengthen service standards and enhance employee service image. Over the past year, ICBC has always regarded standardizing employee service behavior as a continuous task, standardizing and improving it through service supervision and skills training, and actively participated in benchmark outlets and service star selection activities organized by industry associations, and continued to build an industrial and commercial bank Banking services business card.

Extended information:

“Customer first” is the core of ICBC’s service culture, which shows that ICBC’s service attitude is customer first and continues to provide services in accordance with the principle of “customer-centered” Improve the organizational structure, working mechanism and business processes, and build a service network that responds to global business, integrates online and offline, and is 24/7; the focus of services is always around customer needs, listening to customers' voices, and understanding customer expectations. Strengthen the construction of customer-centered service team, service capabilities and service quality to create a "customer-first choice bank".

“Satisfactory service” shows that ICBC insists on advancing with the times, constantly innovating customer service models, enhancing service supply capabilities, solving the “pain points” of customer experience, providing them with the ultimate financial service experience, and creating a “customer Premium Experience Bank”.

“Employee-oriented” shows that ICBC always regards employees as the most valuable resources, respects employees, understands employees, trusts employees, cares for employees, fully protects employees’ rights and interests, expands employees’ career development channels, and realizes employee value The organic unity of improvement and customer satisfaction improvement will form a large service pattern in which "managers are employees, second-line employees are first-line employees, and all employees are customers", creating an "employee satisfaction bank".

“Integrity as one” shows that ICBC and all its employees treat customers with integrity, treat employees with integrity, are loyal to their profession, loyal to customers’ trust, loyal to the development of the enterprise, loyal to the expectations of society, insist on seeking truth from facts, and remain consistent , to create “the most trusted bank among customers”.

People's Daily Online-ICBC releases "Sixteen Characters" core concept of service culture