Bank lobby service

In order to deepen the transformation of outlets and improve the quality and efficiency of financial services, Qingyuan ICBC Liannan Sub-branch adheres to the service concept of "customer-centered", insists on starting from details, improves the service level from three aspects: employee image, service efficiency and warm-hearted service, and gives full play to the "trilogy" of hall service.

The image "lights up". The bank gradually upgraded and improved the hall regionalization function, and the VIP service area, smart banking area, corporate business area and other areas realized the functional complementarity and business docking between electronic channels such as mobile banking, online banking, smart hall and self-service equipment and traditional counter channels; Business outlets within the jurisdiction are equipped with humanized and people-friendly convenience facilities, money detectors, water dispensers, medicine boxes, umbrellas and other convenience facilities. For customers to use, so as to keep the environment inside and outside the hall clean and comfortable at any time, and provide the most intimate service for customers. Improve employees' service awareness and standardized service level through network service self-examination and morning and evening drills.

Efficiency is "fast". The bank clearly does a good job in hall compensation and linkage, initially identifies and diverts customers who enter the hall, organizes employees to be on duty in the hall in turn, cooperates with each other, coordinates customer business guidance and diversion, guides and helps customers to use self-service equipment, solves difficult problems, effectively diverts customers, speeds up business processing, reduces customer waiting time, improves customer satisfaction, and effectively solves the problem of "long queues of customers".

The service began to heat up. In view of the fact that middle-aged and elderly customers are not proficient in online business operation, we will focus on face-to-face guidance on downloading, installation and on-site experience until customers are proficient in operation. In view of the people's demand for deposits, the lobby manager is equipped with lobby mats to introduce their actual types of deposits to customers, so that lobby staff can quickly grasp the operation of outlets, accurately identify customers and provide "one-on-one" personalized services; In view of various types of telecom fraud, the early warning education film of telecom fraud is played on the TV screen of the business hall, and real cases are used to sound the alarm for customers, improve customer identity and improve service quality and efficiency.

Based on high efficiency and excellent service, banks ensure to improve customer satisfaction, unswervingly meet customers' urgent needs and solve customers' worries.

Related Q&A: Bank service cases go to Baidu Library to see the complete content > Content from users: from the heart.

Classification of service cases: According to the different functions of banking service customers, service cases are divided into seven aspects: lobby manager, teller, individual account manager (financial planner), corporate account manager, customer service agent, site management of outlets and individual account manager (personal loan officer). 01001-016 lobby manager 0200 1-02029 cabinet teller 0300 1-030 14 personal account manager (financial planner 438+0-060 13 site management 0700 1-07003 personal account manager (personal loan officer) case directory: 0 100 1 all our customers 0 1002. What should I do? 0 10034 17 1 coin story 0 1004 What should I do if the customer quarrels in the business hall 0 1005 The teller is wrong, and what should the lobby manager do? 0 1006 annual fee reflects insufficient service. 0 1007 What does it depend on from "complaining" to satisfaction? 0 1008 leave convenience to customers 0 1009 win customers with details, Word-of-mouth brand 0 10 1 win loyal customers with rational and emotional service 01kloc-0/excellent service = attitude+knowledge+skill 010/2 patient, dedicated and careful service 0. 302006 service problems caused by one-time card return business 02007 "unclear" "arrears 020190601/Mr. Gao:" Who should I listen to? " At this time, other business customers waiting in line in the lobby.

Related questions and answers: Why do you say "banks serve the rich and the poor make money for banks"? I think this statement is somewhat biased and superficial.

It may be because everyone saw that the bank opened a VIP channel, providing thoughtful and perfect services for VIP customers, such as giving gifts and condolences on holidays, picking up and dropping off at the airport on weekdays, and high financial interest rates. And treat ordinary customers relatively coldly, sometimes even unreasonable. In fact, these only represent the attitude of bank staff and the quality of bank staff.

(VIP area)

(Hall)

Banks are the inevitable product of the development of monetary commodity economy to a certain stage, and they are financial institutions that operate monetary credit. Although it is a lever for the state to regulate economy and finance, it is also a profit-oriented commercial organization, which is both a profit-making organization and a humanized operation.

Wealth has always been concentrated in the hands of a few people. According to statistics, 90% of the wealth in China is in the hands of less than 1%, and 99% of the people only have 10% of the wealth. It is not difficult to imagine why banks have opened VIP channels.

Banks absorb public deposits, issue loans and act as credit intermediaries. For every customer, the nature of their work is the same. The difference is that they treat VIP customers better, deposit and withdrawal are more convenient and faster, and the interest rate of wealth management investment is more. Since it is a commercial service, there must be a customer service classification.

In order to attract more deposits, lend more loans and make greater profits, we must better serve our big customers. The bank's daily deposit and loan business is Qian Qian, so it is impossible to open a dedicated channel for everyone, and it is impossible to do so. It's just different treatment.

Of course, as a member of ordinary people, I hope that banking institutions will strive to improve the system, improve the quality of employees, improve service attitude, improve service efficiency, and truly be convenient and fast for the people!