Keywords: commercial banks; Service quality financial industry
First, understand and understand the connotation of service
The core of banking service is to maintain and strengthen contact with customers. How to win the market permanently is a problem that every enterprise always needs to face. Banks should take customers as the center, adjust themselves and shift their services from simply operating financial products to maintaining and deepening the relationship with customers. It is not enough to focus only on meeting customer needs, but also to study the complex factors behind customer needs. Only by firmly grasping the core of maintaining the relationship with customers, taking the market as the guide, and meeting the multi-level needs of customers with high-quality, diversified and characteristic services, can we obtain the sustained motivation 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 banking service and even the employees of the bank itself should be regarded as customers. When dealing with the relationship with customers, banks should establish the consciousness of big market and big customers and the concept of "service is the whole process", build a new relationship between banks and enterprises, coordinate and manage the factors restricting the relationship between banks and enterprises, and enhance the stability of customers. Without good service as a guarantee, even customers who are temporarily sidelined may run away. Good service is reputation.
Second, strengthen and improve service awareness.
First of all, we must fully mobilize, launch in depth, create momentum, and publicize quality and civilized services. High-quality and civilized service is related to the corporate image. Therefore, it is necessary to launch in an all-round way, with full participation, and regard quality and civilized service as a life project. Banking is a service industry. While strengthening the quality of employees, service concept and service awareness are also a long-term training that they need to strengthen at any time. Secondly, make clear the goal, make a plan, implement it step by step, and put the responsibility on people. Make an overall plan for civilized service work, set phased goals, and refine and enrich them according to their own reality. Decompose the target layer by layer, and put the responsibility on the people, so as to achieve the goal of staffing, equipment positioning, operation finalization and service timing, and strive to achieve an orderly work order. Thirdly, improve the mechanism, strictly assess, open standards, and honor rewards and punishments. Constantly improve the rules and regulations to standardize and institutionalize the service behavior. It is necessary to establish a strict reward and punishment system, formulate and improve strict post specifications, specific service standards and business operation procedures in combination with the actual situation of the Bank, and at the same time, systematically improve, sort out and write relevant rules and regulations on business management, business operation and internal management according to the professional division of labor, requiring all employees to memorize all operation procedures in their posts and standardize and skillfully use them. Finally, implement the "number one" project and do a good job in quality and civilized service. Quality service is the foundation of Li Xing's development and efficiency improvement, which must be placed in an important position, incorporated into the overall thinking of work decision-making, and fully implemented the "number one" project. To set up a leading group for high-quality and civilized service with the president as the leader, all branches should sign letters of responsibility for high-quality service at different levels, quantify and refine all indicators, decompose the responsibilities to people, and incorporate them into the assessment of the president's target management system. Three, strengthen training and education, improve business skills
In order to achieve a qualitative leap in the accumulation of quality and civilized services, the key is to put people first, improve the political and professional quality of employees through education, training and strengthening management, and create high-level quality services with the high quality of employees. Strengthen business technical training and improve service efficiency. Conduct on-the-job training and on-the-job training, conduct regular assessments and professional technical competitions, and require employees to be "good, fast, accurate and strict" in business. If they can't meet the standards, they can't go to work. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately; Take counter service as a breakthrough and carry out various activities with high-quality and civilized service as the content; Organize dedicated service speech contest to celebrate the noble demeanor of employees' diligence, diligence and dedication; Promote standardized services with employee star management as the core. Through the examination of the "morality, ability, diligence and performance" of the counter staff, the corresponding stars are awarded. Implement "star-linked posts, fixed post salaries, linked to star salaries" to fully mobilize the enthusiasm of employees; Business outlets should purify and beautify the interior and exterior in accordance with standardized service standards, and pursue a distinctive and unified style in external image design to play a silent propaganda role.
Fourth, improve the level of financial electronization and innovate service means.
Developing new business is the need to enhance the stamina and competitiveness of business development. Therefore, commercial banks should set up departments specializing in new business development, strengthen market research, forecast and analysis, study innovative financial products, improve service functions and improve service level. In order to meet the growing financial awareness of enterprises and individuals, various commercial banks have launched various services, such as deposit and withdrawal, corporate deposit and withdrawal, payroll service, charging service, ATM networking series, business POS terminal, personal certificate of deposit mortgage loan, all-in-one card (or 10% discount), personal foreign exchange trading business, telephone banking service and so on. Rich banking services are also one of the necessary conditions for customers to choose a bank.