Write an article about CCB, focusing on service, compliance and development.

He Xiao is an ordinary front desk employee of Shandong Lixia Sub-branch. He has been working as a counter for more than ten years. She regards the ordinary front desk post as her own stage, and almost achieves the ultimate in the traditional professional ethics of being loyal to her duties, observing norms, practicing hard, being proficient in business, caring for customers and sincere service. She constantly summarized and innovated, formed her own "harmonious work method" and established the brand of high-quality service of Lixia Branch. She has made extraordinary achievements in ordinary posts with her heart, affection and wisdom. Shandong Branch awarded her the titles of "Top 100 Service Stars" and "Top 10 Outstanding Youth".

At present, the Bank is fully promoting the "Hexiao Work Method", which is a concrete manifestation of the Bank's implementation of the "customer-centered" service culture concept, improvement of the Bank's service level, and promotion of excellent service culture and advanced corporate culture construction.

One day in early July, Jinan, the spring city, was just carefully washed by a summer rain, and the summer heat for many days was temporarily driven away. At 8 o'clock in the morning, wearing a navy blue dress, a long hair was carefully rolled up, and He Xiao, who was tall and straight, gently pushed open the glass door of the branch. At this moment, the noise was shut out and her heart suddenly calmed down. Think about it carefully, this door has been with her for four years, which seems to witness her "happy" mental journey, because at the moment she moved here, she always adjusted her mind, was grateful and smiled at her work and customers.

1993, 24-year-old He Xiao walked into the gate of China Construction Bank, and worked at the first-line counters such as Chaoshan Street Branch, Accounting Department and Yangtouyu Branch (now Kaiyuan Branch) of Lixia Branch. Working in CCB 12 years, she has never left the front line. 1998, she became the service star of Chaoshan Street Branch. For a time, there were pictures in the newspaper and audio on TV. What a spectacular sight! Then she was silent for six years, and now, she has once again become an outstanding service star. And she, or her own appearance. Beautiful appearance, soft voice and approachability almost became her symbol.

He Xiao went to a nursing school. A sentence said by the teacher of the nursing school made her remember vividly: "Nurses should be able to laugh, and patients are already in pain. If the nurse doesn't smile at her, he will suffer more. " Why smile remembered this sentence. After coming to CCB, she kept a smile for customers for 12 years: a heartfelt, family-like and trustworthy smile.

He Xiao handles business quickly. Her slender and dexterous hands stand out. A colleague described them as "flipping through books, sorting cards, shuffling cards, and tapping the keyboard like playing the piano", which has a common aesthetic feeling and makes people pay tribute.

Recently, the reporter interviewed He Xiao of Lixia Sub-branch. Strictly speaking, the reporter interviewed her leaders, colleagues and customers more. Facing reporters, He Xiao doesn't like to talk. But the reporter still read the mystery of happy service from the calm big eyes of the star teller known as the "most customer".

"I like this job, and I like to communicate with customers. Every time I finish a business, I am very happy to see my customers returning with satisfaction. "

Lixia Kaiyuan Sub-branch where He Xiao is located is located in Huanshan Road, Lixia District, Jinan. In the summer sunshine, this road looks sparse and quiet, with occasional cars and pedestrians passing by. After a while, it quickly recovered its calm and tranquility. Kaiyuan Sub-branch is on this street corner, where the most upscale residential buildings in Jinan are gathered: Zhonglian Garden, Zhongrun Royal Garden, Zhongrunfu Garden, Yongda Tsinghua Campus and so on. The reporter and his party drove slowly around the mountain road and found that there were many commercial banks such as Industrial and Commercial Bank of China, China Bank, Bank of Communications, Shanghai Pudong Development Bank and Commercial Bank on this road less than half a kilometer, and they were all decorated like decent gentlemen, and their strength was beyond doubt. Compared with them, the style of Kaiyuan Sub-branch is slightly inadequate, with more than 400 square meters of business hall, 4 corporate offices and 4 savings windows ... without luxury, everything is too simple.

But in this highly competitive street, He Xiao's excellent service is the real "secret" weapon for Kaiyuan Branch to remain invincible.

He Xiao has worked in the front desk for more than ten years, and also worked in Kaiyuan Sub-branch for four years. Partners who worked together in those years have been transferred from the front desk one after another. Someone asked He Xiao if she was bored. She always smiled and said, "I like this job and I like communicating with customers. I regard my clients as my friends, and they trust me. Every time I finish a business, I am very happy to see my customers returning with satisfaction. "

A client named Zhang lives in Huanshan Road. One morning last spring, he specially came to He Xiao's service window and asked for account cancellation with great regret. He Xiao clearly remembers that this customer started a company of his own, and once went through the capital verification formalities of 200,000 yuan in a sub-branch. At that time, it was He Xiao who handled it for him. In the column of application for account cancellation, he wrote: "I'm not dissatisfied with your service, but the company is too far away from your bank to handle business. The purpose of account cancellation is to improve efficiency ..." He felt very sorry for this. Why to laugh after listening to repeatedly said: "Never mind, you don't have to be sorry. Whether you open an account or cancel an account, we will serve you wholeheartedly. "

After about two or three months, He Xiao looked up and saw this customer again. He told He Xiao that he had deposited a personal deposit of 6,543,800 yuan in the branch this time.

One day in May, 2004, a seemingly unremarkable customer walked around the business hall. After a while, he stopped at He Xiao's window and wanted to go to Chengdu to handle a personal company remittance of 100 yuan. Such a small amount is generally unacceptable to banks, but He Xiao has never refused customers. "You need ..." She received the "little" customer seriously. ...

One day, the "small" customer appeared in front of He Xiao and said, "Your service is great!" He Wang Xiao can't remember the scene at that time. The customer quickly said, "You may have forgotten it, but I remember it clearly!" " "It turns out that this customer is a financial officer of a natural gas company in Beijing. At that time, he came to the branch to check the service of CCB. He was moved by He Xiao's ordinary, simple and very professional service spirit and recommended CCB when he came back. No, the company has opened a basic deposit account in Kaiyuan Sub-branch and deposited all the company's funds here.

Many customers may forget what He Xiao said during her service, but they will never forget how she made them feel. It is these beautiful feelings that wake up one "sleeping" customer after another, and also make a batch of new customers come here.

It should be said that Kaiyuan Sub-branch is the real beneficiary of quality service. Now, the deposit of this branch has exceeded 200 million yuan from 65.438+0.40 billion yuan. Speaking of this, the headmaster felt the deepest. He told one thing: a company is a famous environmental protection enterprise in China, which has attracted much attention because of its "deep pockets" and is also the goal of many commercial banks. Some even send precious gifts such as celebrity calligraphy and painting for public relations. At first, the deposit of this enterprise in Kaiyuan Sub-branch was only a few hundred yuan. "By giving gifts, of course we can't and can't afford it. We can only rely on service. " It is because of He Xiao's service that their accountant transferred tens of millions of yuan deposits to the branch.

Wang Guangsheng, president of Lixia Sub-branch, told the reporter happily: "Why to laugh at the work method has become an excellent service brand of our bank. By vigorously promoting the' Hexiao Work Method', the service level of the whole bank has been significantly improved, which has effectively promoted the sustained, healthy and rapid development of various businesses. "

The service's pursuit of details is endless, but it is valuable.

The service's pursuit of details is endless, but it is valuable. Small things make great things, and details make perfection. Subtle service has a large number of customers, which is the true meaning of He Xiao's service.

Kaiyuan branch is convenient for customers to prepare pure water, but few people paid attention to it in the past. After careful consideration, He Xiao posted a label on the water dispenser: "Dear customers, pure water is new every day, please feel free to drink it." As a result, the situation has changed and the number of customers drinking water has gradually increased.

In the enterprise business window of He Xiao's service, the reporter found that there was a transparent folder next to the window within the customer's line of sight, which contained the charging standards of different vouchers. He Xiao carefully filled in the unit price, full price and other contents, so that customers can understand which business to do without asking more questions.

Many times, customers need to fill out the forms themselves. Many financial personnel are untrained, and many of them are part-time and do not know the business process. It takes a lot of time to fill in a list incorrectly. He Xiao is very serious about all this. In order to minimize the time for customers to handle business in the bank, she always explains it very carefully from the beginning. She also uses a pencil to tick the forms that customers need to fill out, and she fills out the forms that don't need to be filled out by customers in advance.

A customer took 654.38 million yuan without a bag, so he had to take it with a pack of newspapers. Why to laugh has always been in mind. From then on, as long as she saw that the customer was holding a lot of cash without a bag, she would give the exquisite packaging bag she had prepared to the customer in time.

A company's cheque was bounced twice because of unclear seal. He Xiao bought stamp oil after work and gave it to the customer the next day to remind the customer to avoid the impact of refund.

When a customer inquires about the balance, He Xiao will write a small note and hold it in front of the customer through the counter glass for the customer to look at carefully. She told reporters that another function of this is to protect the privacy of customers. Therefore, she usually talks to clients as quietly as possible, and always locks the clients' files after work.

When she is free, she will go to the counter to see if there is any water in the pen. She said, "These details are easily overlooked when she is busy."

For the convenience of regular customers, He Xiao often prepares some small change for them.

She always shows her best side to others and lets customers bring back happiness.

Before going to work every day, He Xiao should carefully check his appearance, adjust his mentality, start his day's work with a happy mood, and greet his first customer with a natural, cordial and fresh smile. At work, always keep a steady mind, steady behavior and high efficiency. Especially when the lobby is crowded with customers or customers are anxious, you should keep a cool head and act quickly and not disorderly. She told reporters: "I am sometimes in a bad mood, but as soon as I go to work, I can adjust immediately." A customer told the reporter: "He Xiao has a good service attitude and high efficiency. I am always happy to talk to her about business. "

When interviewed by Kaiyuan Sub-branch, the reporter saw that a middle-aged male customer had just signed an online bank under the recommendation of He Xiao, and left after finishing the business. He Xiao told reporters that this customer had a big temper when he first came to my counter to do business. He Xiao's colleague clearly remembers that day: a middle-aged man walked to He Xiao's window with an angry face and said loudly, "Open an account for me quickly, don't make me angry!" " As usual, He Xiao told the customer all the procedures of opening an account in detail, asking him to fill out the form first and then greet the next customer. Seeing this, he jumped up and asked why he smiled loudly: "You do business for me, why do you do it for him?" ? "His anger suddenly escalated and his voice became louder, and customers around him talked about it. He immediately came out from the counter Xiao Ran, smiled and said, "Do you want me to help you fill out the form? "Customers are still determined. Soon, He Xiao helped the customer complete the account opening procedure. Smiled and said to him, "I'm sorry, I didn't do well and made you angry." "When the customer saw that He Xiao had done it for him so quickly, he immediately said," No, no, I'm sorry. Actually, I came from the bank after I took the watch. I was so angry that they wouldn't let me close my account. I just had a fight with them, not for you. I'm really sorry. I am very satisfied with the service of your CCB. I just want to deposit my money here. " He Xiaoxiao said, "Never mind, what do you think we need to improve? "Today, this customer opened a unit of basic deposit account in Kaiyuan Sub-branch. He Xiao told reporters that I have been thinking about the phrase "customers are never wrong, we always have shortcomings". How can I make customers satisfied and happy? I will do it.

She always shows her best. He Xiao said: "We should try to shorten the waiting time of customers in the bank, let them finish their business as soon as possible and leave the bank happily." Why to laugh is based on whether customers are happy and satisfied.

"Customers are our parents, and we should do every business with gratitude."

Kaiyuan Sub-branch has 1 1 employees. In their minds, He Xiao is just an ordinary and dedicated person. But this kind of ordinary is so extraordinary: it shines like gold and moistens the heart like spring rain.

Qiao Yanyan, vice president, said: "He Xiao is always the first to come to the branch every day to get ready before going to work. She always pays attention to customers. When the company has remittances or refunds from different places, she always calls customers in time, so customers call her the company's' timely communication'. "

"There are always the most people at her counter. Many customers come to do business with her, and the business volume is also the most. Sometimes I can't drink a mouthful of water a day. "

Liu Yin, the account manager, said that He Xiao "doing business is making friends". At work, she will adopt different service methods according to different ages, genders and occupations. From a gesture to a civilized expression, she will express it in the most appropriate way. Over time, elderly customers called her a "good girl", young and middle-aged customers called her a "star teller", ordinary customers regarded her as a "bosom friend" and high-end customers regarded her as a "financial assistant". Almost all the telephone calls of the branch consulting business are made to He Xiao. For this reason, the branch leaders set up a telephone at the Laughter Counter, which customers and colleagues called "Laughter Hotline".

Xu Qian, the director of a branch office, worked with He Xiao for three years. I heard that the reporter came to interview He Xiao, and she came here specially. She said: "He Xiao's service initiative is extremely strong. Her mouth, hands, eyes and legs are fast. When she came to work, her eyes and ears seemed particularly developed. As soon as she meets a client, she can forget her work and enjoy it. I remember that the front desk business of Heping Road Sub-branch was very busy, and it was often a check. It was still manual operation at that time. He Xiao basically doesn't drink water during the day when he goes to work, and always runs around. She regards her job as a career. "

"Sister He is very careful, never pushing customers out, and never listening to her say' no' to customers." Qiao Yanyan recalled an incident last summer: a 40-year-old male customer came to the branch to do business, dressed in ordinary clothes and looking like a southerner. At noon, many customers are waiting in line at the savings window. He Xiao took the initiative to call the customer to her window to handle it (usually He Xiao only handles his own business and takes the initiative to help other colleagues). Careful, she found that his business volume was very large, and there was a lot of money in his passbook. It turned out that he was a VIP customer at the head office level ... In the next few days, every time this customer came to do business, he looked for He Xiao. Over time, the two became acquainted. He Xiao always calls this customer by introducing products. This spring, this customer suddenly told He Xiao that he had saved 6 million yuan in the branch because he was moved by her service attitude.

The day after I interviewed He Xiao in Lixia Branch was Monday, which was also a busy day. The reporter saw a customer named "Mr. Su" in the hall. Mr. Su, who is over 60 years old this year, is very talkative. He said, "There are many beautiful women here. I think a woman who can laugh is a beauty. " In fact, his company is far away from here, and it takes an hour to take a bus every time, but he always goes far and near, just for the service here. "Our company handles discount business. In other banks, the fastest is a few days, and the slowest is half a month. Here, it takes only one day from when we send the materials to our account. They are more anxious about everything than we are, and always say' OK!' Never say' no'! ""Through He Xiao, I really understand the excellent service of CCB. It turns out that banks can do so well. We thank CCB for training such good employees! "

When the reporter interviewed in the branch, he was catching up with the financial staff of a company to do business. She sincerely praised He Xiao: "She always thinks of customers. Also teach us hand in hand ... "

Li Qian is also in the public window. She usually has the most contact with Why to laugh and has a deeper understanding. She told one thing: a self-employed boss came to verify the capital and open an account. He Xiao found from his speech that he didn't understand business at all, so he told him the business process in detail and called him to remind him to apply for tax registration in time. The boss said happily, "The service of your CCB is excellent!" Introduce his friends here.

Zhang Zhensheng and both admire He Xiao: "Sister He participated in marketing and financial training in her spare time. She compiled the bank settlement system and financial products into a booklet and sent it to the newly opened enterprise accountant. In view of the endless wealth management products, put yourself in the customer's shoes to make suggestions and manage money. For some customers who are far away from the bank, Sister He recommended telephone banking, online banking, call center and other services to them in time. This year she introduced 26 (enterprise) online banking customers. " Driven by her, the learning enthusiasm of the whole bank is unprecedented.

Li Jihong said that day after day, the front desk work is easy to make people numb. After Sister He came, she infected everyone. Now every employee in the branch is very active. They work together and coordinate. ...

Shi said: We should branch out 1 1 He Xiao, 1 1 to serve the stars. Nowadays, "I serve, I am happy" has become the unremitting pursuit of every employee in the branch.

The reporter once asked He Xiao seriously, "Why can you serve customers happily for more than ten years?" He smiled and blinked his beautiful eyes. He thought carefully and said, "Customers are our parents. I should do every business with gratitude."

"Happiness is a belief, and happiness is an attitude towards life."

"Who didn't meet with difficulties? The key is how you treat it! Happiness is an attitude towards life. " The reporter remembered He Xiao's Theory of Happiness.

He Xiao has a 4-year-old daughter named Yiyi, which is another gift from God and one of the driving forces for her happy life. This cute little guy is so naughty that he never stops talking when he sees his mother. He Xiao, who had been tired for a day, was particularly satisfied when he saw Yi, and even forgot the fatigue of the day. However, the person who has spent the longest time with Yiyi is not a mother or a father (his wife often travels), but a little aunt at home. Yi was always ill when she was a child. He Xiao can't always take time to take care of her. I remember that when the child had chicken pox, he had a high fever for several days and his face was red. Why to laugh and cry with love? She sat with the baby in her arms all night. Thinking of this, he smiled and his eyes were red: "I always feel sorry for my children, so I will work hard to set an example for my children." If you do well, you are worthy of your daughter. "

He Xiao's home is far from her parents. When she is busy, sometimes she can't visit the old man for a month or two. But her parents understand her very well, and sometimes they really miss their daughter, so they go to see her at work. Every time the two old people go to the branch to visit their daughters, they see He Xiao's counter full of customers. They never have the heart to disturb her and always look at her from a distance. Although a little distressed, but very gratified.

Perhaps, He Xiao is not a "qualified" mother or a "qualified" daughter, but she is an excellent employee. She sacrificed the interests of her family to care for everyone, and won the honor and good reputation for Lixia Branch. 1999 was awarded as "model of civilized citizens in Jinan"; In 2004, it was rated as "Top Ten Service Stars" of Lixia Branch and "Top 100 Service Stars" of Shandong Branch. In 2005, Shandong Branch was awarded the titles of "Top Ten Women's Outstanding Model" and "Top Ten Outstanding Youth".

Back in Beijing, in order to supplement the interview, the reporter contacted He Xiaoshi. The summer heat raged for many days, and Beijing and Jinan were like fierce lions under siege, unable to escape. One evening, the reporter received a text message from He Xiao on his way home. After reading it, the reporter suddenly felt a pure wind blowing to the Buddha's heart:

Slow down when you are tired;

When you are wrong, you think of regret;

Only when you are bitter can you know how to be satisfied;

Only when you are injured can you know how to be strong;

When you are drunk, you know it will be unforgettable;

Love, to know heartache;

Laugh, and you will feel beautiful!

Did you laugh today?

Photography: Li

Link: Continuously improve "He Xiao's working method": According to the requirements of our service norms and standards, He Xiao put forward the methods of "I serve my happiness", "I care, I love, I am intelligent" and pay attention to detail service, and summed up a set of workflow, dividing the seemingly simple and monotonous work of the bank front desk into several links, each of which

This process includes pre-shift preparation, post-shift finishing, daily service and service for VIP customers. And divide the day's work into several operation units, and each unit is further refined into every step in the work. When the business is busy, she adopts the service mode of "one quick, two steady and three horizontal", keeps calm, behaves quickly and without disorder, and eliminates the anxiety of customers when waiting.

He Xiao has achieved "four ones" in VIP customer service: when a customer starts a business for the first time, he hands in a business card of a branch service to build a bridge between the customer and the bank; Establish the basic information and demand record files of major customers, so as to make the work targeted; Send blessings on customers' birthdays or major festivals in time to warm and touch customers; The launch of new products, on-site service or regular return visits will bring sincere service and product information, bring back customer satisfaction and unlimited business opportunities.