Speech on Civilized Service for Rural Commercial Bank Staff

A speech can help to sort out the ideas of the speaker, prompt the content of the speech and limit the speed of the speech. In the ever-changing modern society, there are more and more places where speeches are used. How to write an appropriate speech? The following is my carefully organized speech on civilized service for employees of rural commercial banks for your reference, hoping to help friends in need.

I wonder if anyone has thought about it: China Mobile, China Unicom and even China Telecom have almost no big difference in products, but why does China Mobile become an unsurpassed mobile operator in the China market at present or even for a long time? Some people say that this is absolutely related to the innate advantages of its huge customer base when it was born. However, customers vote with their feet. Why are people still willing to use products provided by mobile even when China Unicom and later telecommunications are cheap in terms of tariffs? Yes, this is the charm of quality service! The stability, convenience and professionalism of mobile service make it deeply rooted in people's hearts. There are many examples like this. For example, Haier and KFC, which we are familiar with, all focus on "service" without exception. I believe no one will doubt that this is an indispensable help for their success.

at this point, we have to talk about the civilized service of our rural commercial banks to create benchmark outlets. From credit cooperatives to commercial banks, this is not just a simple change of name and signboard, but a qualitative change, which requires us to plant this consciousness in our minds. After the establishment of the rural commercial bank, the external environment of our bank has been greatly improved. However, it is not enough to be "rich in gold and jade". More importantly, it is necessary to be "rich in gold and jade". The hardware of external environment has gone up, and the software of civilized service should also keep up.

first, we should realize the necessity of our civilized service ideologically.

first of all, according to the needs of our own development, as long as we pay a little attention, we can find that in recent years, major banks have mushroomed in all streets of the city, and even rural commercial banks in other cities have entered the beach market in Yangzhou, and the survival of the fittest has never changed. So how can we get a piece of this small financial "cake" in Yangzhou? Our Yangzhou Rural Commercial Bank has just been established, and some aspects are not mature enough compared with other commercial banks, but we should understand the truth of "horse racing in Tian Ji". Since our business is still temporarily backward, we should try our best to catch up with it in service so as to establish our advantages. Secondly, from the perspective of the vital interests of our employees, Liang Qichao once said: "A strong young man makes a country strong, and a rich young man makes a country rich". However, here, I want to say: "A strong rural commercial bank makes its employees strong, and a rich rural commercial bank makes its employees rich". It is not difficult to understand that civilized service has gone up, customers have been satisfied, our image has been re-established, and our competitiveness has naturally increased. It is said that "the golden cup and the silver cup are not as good as the public's reputation", and our civilized service has brought immeasurable advertising effect through customers' "one spread to ten, ten spread to hundreds". The profit of rural commercial banks has increased, so can our employees' pockets not be bulging? It's still an old saying: "A pot can only be filled with rice bowls, and a river can't be dry without water ditches". Therefore, it is undeniable that civilized service is imperative!

second, the importance of thought is only the foundation, and the implementation of action is the foundation.

every employee of ours should carry out civilized service to the end through actions.

on the surface, civilized service is civilized language plus standard action. At this point, I think our employees have a deep understanding. What used to be "sitting tight" has become "standing to greet each other and standing to see each other off", which makes customers feel the initiative of our service; What used to be "deadpan" has become "smiling service" now, which makes customers feel our kindness; The once "one-handed delivery" has become the current "two-handed delivery", which makes customers feel our respect; What used to be "silent service or casual behavior" has become "civilized language and standard action", which makes customers feel our professionalism and enthusiasm. The whole service process has become standardized, and "rules and regulations" have been set up for the operation of our tellers. As the saying goes, "No rules can make Fiona Fang", and these rules have established our more professional industry image.

the development of civilized service may begin with the appearance of civilized language and civilized action, but it is far more than that. What civilized service needs more is that we are truly "customer-centered", "anxious about what customers are anxious about, thinking about what customers think", and knowing how to put ourselves in other's shoes can win the heartfelt affirmation of customers, which is the essence of civilized service. It is difficult to sum it up accurately in words. Let's talk about it with examples. Once a customer rushed in, holding several certificates of deposit and a piece of paper filled with rows of numbers. It is understood that the owner of the certificate of deposit, that is, the father of the female customer, is now lying in the hospital, and his life is in danger. On his deathbed, he gave the certificate of deposit to his family and quickly came to our Li Dian branch to withdraw it, and vaguely tried to recall some passwords. However, because he was in a coma for many days, he was not sure whether the passwords were correct, so his family sorted it out and listed more than a dozen. After learning about this special situation and carefully checking the ID cards of depositors and cashiers, I first calmed the customers' anxiety and told her, "Don't worry, take your time, there is always a solution to the problem." After his mood eased, he patiently tried these passwords on each deposit slip at the request of the customer, but he failed to find the correct password in the end. You know, if you don't know the password, you have to come to the counter with a valid ID card to go through the relevant procedures, and now it is impossible for the depositor to come in person, which has become a very difficult problem. Seeing that there was a gloomy cloud on the customer's face, it was urgent. I immediately reported the matter to the accounting supervisor, who immediately asked President Fang for instructions. President Fang made a decisive decision and decided to go to the hospital in person to go through the relevant procedures for this dying depositor. Another teller of our bank also volunteered to go with him. At that moment, I saw deep gratitude and emotion from the heart on the face of this female customer. After going through all the formalities in the hospital, the female customer came to our bank to express her thanks. She held President Fang's hand tightly and said affectionately, "The service of your rural commercial bank is really beyond words!" There is no need to make too many comments. I think this is the essence of civilized service.

After talking about the importance of civilized service, its external manifestation and internal requirements, someone can't help asking: "What is the effect of civilized service?" Here, even if I'm just an ordinary teller, I can answer. I just want to speak with facts: a depositor once asked to cancel his account with a certificate of deposit, but when I was preparing some money, he suddenly said, "I still don't take it. I was going to take it out and deposit it in the Agricultural Bank of China, but it still exists here because of your good service attitude!" At that moment, I knew that all the hard work had not been in vain, and our civilized service would be remembered by customers in their eyes. Maybe we can't expect our dedicated quality service to achieve immediate results, but I believe that it will attract more customers and contribute to the cause of young rural commercial banks in a subtle way.

Tagore, an Indian poet, said, "The cause of fruits is sweet, and that of flowers is beautiful. Let's do the cause of leaves, which are diligent and drooping shade!" Perhaps for rural commercial banks, we are just those diligent and drooping green leaves, but even so, we should dedicate our light and heat. What we can do is to do our best to provide good service, do a good job of civilized service, solve our grievances with a smile, melt the ice with warmth, and change people's hearts with sincerity. As long as you add your strength, mine, and the strength of all employees of our rural commercial bank, a single spark will surely start a prairie fire. In the near future, I believe that through the efforts of all of us, customers will label our bank as Yangzhou Rural Commercial Bank, the smiling bank and the most intimate bank!