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First, it is necessary to effectively improve the service level of front-line counter personnel and enhance customer satisfaction. The first-line counter service quality is the first factor that affects the image, reputation and benefit of CCB. "Customers choose banks with their feet", and the best way to keep customers' footsteps is the service quality at the front line of outlets. The quality of frontline staff directly marks the image of CCB. Therefore, we must check the business, image, temperament and other aspects to comprehensively improve the professional quality of front-line counter personnel. For example, when there are too many customers in the bank, the account manager should do a good job of customer diversion, strive to start from a small place, and strengthen the subconscious impression of the bank's dedicated service to customers, which is conducive to shaping the bank brand from all aspects.

Second, we must constantly cultivate the "artisan spirit" to meet the diverse needs of customers. CCB employees should have a serious and responsible attitude towards customers and be dedicated and professional. To this end, strengthen the cultivation of "artisan spirit" of CCB employees. First of all, we must cultivate "artisan skills." On the one hand, CCB employees practice necessary business operation skills according to job requirements to meet daily work needs. On the other hand, according to the personal career development plan, combined with the demand for talents for CCB's business development, improve the skill level and service quality, and strive to become a compound talent. Secondly, we should cultivate "ingenuity". Every employee should have a positive attitude, innovate in service skills and business development, and work creatively.

The third is to innovate the ecological mentality of financial services and improve the level of humanized services. In the case of ensuring the safety of consumers' funds, simplify the procedures as much as possible and attach importance to customer complaints. For example, for the business that the elderly can't go to the outlets in person due to physical reasons, we must abandon the rules and choose on-site service; In the process of bank background data processing, the problems such as online banking operation process and instability of Ukey installation system are reduced, and the humanized service level is improved.

Fourth, continue to do a good job in "popularizing financial knowledge" and popularize new business knowledge in a timely manner. For newly developed products such as credit card business and online banking business, banks should popularize relevant knowledge, improve consumers' willingness to try consumption, and effectively improve the speed and efficiency of business processing. At present, the publicity of outlets, advertisements, newspapers, internet and other media is still an effective way to increase its trading volume. For banks themselves, they should equip their customers with the most suitable products to benefit customers. By increasing the publicity and popularization of public financial knowledge, we can safeguard the legitimate rights and interests of financial consumers, display CCB's good service brand image, and enhance customer satisfaction and loyalty.

Service is the basic function of banks. Adhering to the construction of service quality and comprehensively improving the service level of outlets is one of the important means for banks to enhance their core competitiveness.