How to be an excellent bank teller?

Banks are the core of finance. In China's banking industry, state-owned commercial banks play a leading role. With the economic globalization and the opening of domestic financial market, foreign banks will enter the China market one after another in the next few years, and private banks may also appear. The competition between domestic financial institutions and foreign financial institutions is becoming more and more fierce. In addition to the bitter struggle between "hardware", the competition between banks will become more intense. However, at present, the service level of state-owned commercial banks is uneven, and the quality of staff in the same bank is also very different, which has become an important factor affecting the overall image of state-owned commercial banks. It can be said that service is a very important factor for banks to win the market. In the face of fierce market competition, if the four major state-owned commercial banks do not standardize their service quality, improve their service level and innovate their service methods as soon as possible, they will be passive in the competition with foreign banks and other financial institutions in the near future, and even face the crisis of being eliminated. With the acceleration of China's entry into WTO, the competition in the financial industry is becoming increasingly fierce. In the final analysis, this competition is also the competition of banking services. Whoever has good service and high quality can take the initiative and gain a firm foothold in the competition. Therefore, banks try their best to provide services, and "smiling service", "standing service" and "standardized service" emerge one after another. Indeed, by injecting new service concepts, the service mode of banks has been greatly improved, from "keeping a straight face" to "smiling face" and "keeping quiet" to meeting actively. However, as far as the current situation is concerned, the banking service is still stuck in the old service mode, the service mechanism has not been completely liberalized, and the service idea is still stuck in "making me laugh" and "making me stand", and it has not really been able to face customers. Civilized and high-quality service is not a smiling face, but a "hello" can be tolerated. It requires bank staff to have the idea of serving customers wholeheartedly and proceeding from the interests of customers. Customers coming to the bank is a kind of trust and support for the bank. Banks should respond to the urgent needs of customers, think about what customers think, and provide customers with the most flexible services as much as possible. This requires the grassroots outlets of our commercial banks to improve their service level. First, the grass-roots branches of commercial banks are basically composed of counter service personnel. While providing various financial services to customers at the counters of business outlets, counter service personnel should make customers enjoy services beyond their psychological expectations without increasing their costs, while maintaining a good service image, warmly receiving customers, patiently answering customers' questions, and properly handling all customers' problems from the perspective of safeguarding the interests of both customers and banks. If you can't solve it yourself, do it with the superior management department in time. On the premise of saving costs and preventing risks, we will try our best to meet the reasonable needs of customers, improve the service level, shape the service image of treating people with sincerity and affection, and strive to build a counter service brand with its own advantages and characteristics. Second, every employee of grass-roots outlets should firmly establish the service consciousness of customer first, and every employee should understand that as long as he takes up his post, it represents the image of the bank. On behalf of the bank, we directly face customers and seek the further development of banking work with quality service. Customers are the service objects and profit sources of commercial banks. We should serve customers sincerely and treat them as our relatives. We should serve our customers well and make them feel that we are relatives. We should treat customers' complaints and criticisms correctly and turn them into important resources for bank management and inexhaustible motive force for sustainable development of banks. Third, the counter staff of grass-roots outlets should master the service theory. There is a general service principle in the service industry: "100- 1=0", which means that quality service must be consistent. If there is only one service in 100 times, the customer will always remember this time. From this theory, we can easily see that quality service depends on persistence, and only when the customer is satisfied this time will he come again. In the external service of modern banks, customer satisfaction has become a public concern. Customer satisfaction has two meanings: customer satisfaction in behavioral sense and customer satisfaction in economic sense. What our counter service personnel have to do is to satisfy customers in behavior, so we should pay attention to handling every detail in our work at ordinary times, knowing that the power of detail is sometimes immeasurable! Fourth, the above three points need to be applied to their own practical work, and the service personnel of grass-roots outlets should constantly improve their service skills and truly improve their service level. As far as civilized and high-quality services are concerned, there are also differences at different levels. Although it is not important to say some superficial things, such as smiling at customers and getting up to take the cabinet, it should not be the only standard of civilized and high-quality service, because these superficial things can certainly leave a good impression on customers, but it is more important to emphasize their own characteristics, such as putting themselves in the customer's shoes and really solving problems from the customer's standpoint. Brand is the intangible asset of an enterprise and the embodiment of its competitiveness. Excellent brands can bring huge excess profits to enterprises. Implementing service brand strategy is the inevitable result of increasingly fierce competition among banks. With the continuous advancement of financial marketization reform in China, the state-owned specialized banks have basically completed the commercialization reform, the number and scale of emerging banks with modern joint-stock commercial banks as the main body have been expanding, and foreign commercial banks have also entered China, forming a diversified financial structure pattern with high openness, strong competition and coexistence of various financial institutions. In order to attract more customers in the increasingly fierce competition in the same industry, we must provide better and more distinctive services than our competitors, otherwise, our competitors will merge us or drive us out of the market. So, let's do the service brand to the end with the greatest enthusiasm, sincerity and patience. In order to improve our service level, enhance our service image, and make service marketing truly become a bank-wide business, we held a "Special Training on Banking Counter Service" on March 19, 2009, which was taught by specially invited service etiquette experts. Through the vivid explanations of Banking Service Strategy and Public Relations Etiquette and Banking Service, we deeply felt Mr. Yang's profound and exquisite practical experience. Communicating information is the second function of modern social etiquette, which includes three types: one is verbal etiquette; One is to embellish etiquette; One is behavior, expression and etiquette. Among them, transmitting a message =7% of words +38% of pronunciation +55% of expression, connecting feelings: it is the third function of modern social etiquette, and the most important emotional feature is sincerity. Exchange sincere hearts for others' hearts; Treat others with sincere behavior; Please others with sincere language. Sincerity is half the success of social intercourse, so in social occasions, it is especially necessary to pay a sincere heart to get warmth. Enhancing friendship is the fourth function of modern social etiquette. Second, the principle of sincere respect: sincerity is a realistic attitude towards people and things, and it is a sincere and friendly performance towards others. Sincerity and respect are first manifested in not lying, not hypocrisy, not cheating and not insulting people. The so-called "cheating once, no friends for life." ; In fact, it is manifested in the correct understanding, trust and respect for others, the so-called selfless heart, sincere dedication and fruitful results. Only sincere respect can make the two sides soul mate and their friendship last forever. Third, the principle of equality and moderation: in communication, equality is manifested in not being arrogant and impetuous, not going its own way, not being self-righteous, not favoring one side over another, not being arrogant and impetuous, not judging people by their appearance, and not oppressing people by their occupation, status and power. Instead, they should always treat people equally and modestly. Only in this way can we make more friends. The principle of moderation is to grasp the discretion in communication and exercise the corresponding etiquette according to the specific situation and situation. For example, when dealing with people, be polite and not condescending; Be warm and generous but not frivolous and flattering, be self-respecting but not conceited, be honest but not rude, be trusted but not credulous, be lively but not frivolous. Fourth, the principle of self-confidence: self-confidence is a valuable psychological quality in social situations. A confident person can be modest and generous in communication, not ashamed when encountering the strong, not discouraged when encountering hardships, dare to stand up and fight back when encountering insults, and lend a helping hand when encountering the weak. Expression language: the etiquette conveyed by various expressions on people's faces. The human face is the richest and most affectionate scenery in the world, including the changes of eyes, eyebrows, mouth, nose and facial muscles and the posture of the whole head. For example, people's eyes are the most abundant words in people's expression language. "Eye language" is like a mirror of the soul, through which you can observe whether the other person likes you or supports you. The so-called affectionate gaze shows reverence, frowning coldly and pointing at the enemy, flirting with the lover. Through this training, we learned that service needs to be expressed and forged with sweat and passion. Every employee who walks into the counter seems to be on the stage, constantly improving and upgrading the service quality, because his every move determines the image of CITIC Bank in the eyes of customers. It is up to everyone to improve service. After listening to Yang Zong's lecture, I was shocked. Indeed, with the continuous development of the market economy, the competition in the banking industry is becoming more and more fierce. How to stand in an invincible position among these banks and stand out from the crowd is our biggest task at present. I think for us tellers, counter service is our foundation. Because standing on the counter, we are equivalent to the image of CITIC, so every teller should keep in mind the principle of customer first. At present, the internal control of our branch is relatively tight, so when customers come to handle business, they generally think that our bank is too harsh and inflexible. I saw in a report that a retired employee of a unit took a passbook to the bank to get his salary. Because the old man can't read, he asked the cashier to fill out the withdrawal slip on his behalf, but the cashier refused on the grounds that "the deposit and withdrawal slip must be filled out by the customer himself", and the old man failed to get his salary. It seems like a trivial matter, but it reflects the lack of quality service of banks from one side. It is true that operating according to the law and doing things according to the rules are the basis of civilized and high-quality services of banks. However, special depositors should adhere to the principle of "doing special things", which will not only hinder the deeper development of banking services, but also reflect a civilized and high-quality service.

With the acceleration of China's entry into WTO, the competition in the financial industry is becoming increasingly fierce, and this competition is ultimately the competition in banking services. Whoever has good service and high quality can take the initiative and gain a firm foothold in the competition. Therefore, banks try their best to provide services, and "smiling service", "standing service" and "standardized service" emerge one after another. Indeed, by injecting new service concepts, the banking service model has been greatly improved, from "straight face" to "smiling face" and "motionless" to active welcome. However, from the above two examples, we can see that the banking service is still stuck in the old service mode, the service mechanism has not been completely liberalized, and the service idea is still stuck in "making me laugh" and "making me stand". Civilized and high-quality service is not a smiling face, but a "hello" can be tolerated. It requires bank staff to have the idea of serving depositors wholeheartedly and proceeding from the interests of customers. The depositor's deposit in the bank itself is a kind of trust and support for the bank. Banks should be anxious about customers' urgent needs, think about customers' thoughts, and provide customers with the most flexible services as far as possible on the basis of adhering to principles. Customers need our excellent service, but there are many problems in our service, such as: 1. The customer wants no one within one meter, but when he handles business, other customers can not only see him counting money, but even enter the password. 2. Customers want banks to be their financial advisors and provide convenience for their management, but after meeting with customers, we are concerned about how to promote our products to customers. 3. Customers want banks to be representatives of high-tech services and serve customers with the latest technology, but we either have equipment problems or communication lines problems, so customers have to wait. Now the computer communication at our counter is much faster than in the past, but ATM machines often have problems. The customer has our card, but can't use it. How can we satisfy our customers? So there are still many problems we face. Improving the service quality of all of us is not something that can be done in a few simple weeks, but a long-term task, which requires us in Qi Xin to work together and really pay attention to service.