Dear leaders, dear friends:

Hello everyone!

The topic of my speech today is about high-quality and civilized services in banks. Competition in the financial industry is not only a competition for reputation, but also a competition for services. Whoever has a good reputation and good service can better adapt to the needs of customers and occupy more markets. Banking services reflect the level of bank management, which also includes the cultural connotation of the bank itself and the spiritual outlook of its employees, and what is displayed to the public is a brand. Banks are a service industry, and service is the foundation of the bank. We can only continuously enhance service awareness, change service perspectives, and strengthen service measures, including service quality, service methods, service content, service attitude, service environment, etc. Only in this way can we improve the level of high-quality and civilized services.

I personally believe that service is a kind of management. Improving the level of high-quality civilized services must require strict, standardized, and scientific management. Strict and standardized management can improve the level of high-quality civilized services. The quality of high-quality and civilized services reflects the level of a bank's management. Therefore, banks should strictly rely on management systems in the process of implementing high-quality and civilized services. This includes job specifications, uniform dress, appearance and manners, civilized language, telephone language, etc. These must form a system and become the code of conduct for each employee, which must be strictly implemented. Service is a culture. The construction of a service culture system for banks should include: employees must have a service spirit of love and dedication, service-oriented ethics and values, and a pragmatic spirit of selfless devotion, mutual help and hard work. The unique entrepreneurial spirit can enable bank employees to establish risk awareness and benefit awareness, thereby giving full play to the motivating effect of this service culture. Service is a spirit. The core content of the bank's civilized and high-quality service activities is to guide employees to establish a correct value concept, professional ethics, and professionalism, to serve as a service concept that promotes prosperity and honor, and to put credibility first, high-quality service, and honesty and law-abiding as the service concept. The professional code of ethics is the standard. To establish and improve the service awareness and service behavior of employees, we must establish customers.

First, the concept of proactive service and overall service.

The core of banking services is to maintain and strengthen connections with customers. Therefore, our bank must be customer-centric at all times and adjust itself. Services must shift from simply operating financial products to maintaining and deepening connections with customers. It is not enough to just focus on meeting customer needs. We must also study the complex various factors behind customer needs. For all these factors, only by firmly grasping the core of maintaining relationships with customers, being market-oriented, and meeting the multi-level needs of customers with high-quality and diversified special services can we gain sustained momentum for our own development. The concept of "customer" is a concept of "big customer". Not only the customers directly served by the bank, but also the departments that have a restrictive relationship with the bank's services, and even the bank's own employees should be regarded as customers. Therefore, when dealing with relationships with customers, banks should establish awareness of the big market and big customers and the concept of "service is a whole process". Build a new relationship between banks and customers, coordinate and manage the factors that restrict the relationship with customers, and enhance customer stability. Without good service as a guarantee, even customers who are attracted temporarily may run away, so high-quality service is credibility . Therefore, strengthening and improving service awareness is the prerequisite for developing high-quality and civilized services. Therefore, it is necessary to fully mobilize, mobilize deeply, build momentum, and promote high-quality civilized services. High-quality civilized service is related to the image of a company. Therefore, it must be fully mobilized and all employees involved. Let our employees have unified, detailed and clear standards for all aspects of their work every day, from receiving the first customer to seeing off the last customer. This ensures that every employee receives customers with courtesy, etiquette, and restraint. Handle business in a standardized, fast and accurate manner, making customers feel harmonious, friendly and warm.

So providing good service is a comprehensive task related to the bank's social image and affecting the bank's various business activities. Therefore, every institution, every department, and every employee of the bank must support each other. , cooperate with each other, enhance service awareness, take into account the overall situation, give full play to the overall function, and strive to improve the service level and service quality of the entire bank.

To achieve good results in high-quality civilized services, the key is to put people first, improve the political quality and professional quality of employees through education, training and strengthened management, and create a high level of high-quality services with the high quality of employees. From the professional ethics education of all employees to love their jobs, be honest and trustworthy, do things fairly, serve the people, and serve the society, every employee will understand that his or her behavior represents the image of the bank and that he or she will be honored in his/her job position. Be warm and consciously maintain the image and honor of the whole bank, which is a new level of quality service. For example, the counter is the place where a bank has the most frequent contact with the public, and it is also the place where business and derivative deposits are directly handled. A good service image of a bank must be embodied by the counter service.

Increasing the intensity and breadth of supervision and forming a comprehensive supervision system are the guarantee for the implementation of high-quality and civilized services. Quality service work must be carried out constantly. In addition to formulating and implementing various systems, supervision and inspection mechanisms must also be strengthened. High-quality civilized services are never-ending, and the most important thing is persistence and implementation.