The lobby manager is the service director of the business hall. Only by effectively mobilizing the lobby and tellers can we play a perfect business hall concerto. He leads by example. After finishing the work at hand every minute every day, he always stands by the station number machine to get the number for customers and guide the diversion. Say hello, pick up a piece of paper, tidy up the magazine ... sow the master's spirit into the lobby work with your own practical actions.
Service can only go forward, not backward. This is the customer's expectation and his self-requirement. Services should have lasting quantifiable standards. In terms of service behavior, he regularly insists on unremitting inspection and supervision of the most basic service details; In terms of service skills, he will regularly summarize typical service cases and share the main points of treating people with every front-line staff. He firmly believes that only by constantly improving their comprehensive ability can team members bring more professional service experience to customers.
What impressed him most was that once, a customer came to the business hall to pay off the overdue overdraft fee of his personal credit card for his son. From the moment I entered the door, the customer's face was like that depressing cloudy day. Sitting in front of the counter, the customer said that he didn't have the card number of his son's credit card and forgot the specific amount he needed to repay, so the counter staff had to explain to him that he couldn't help him deposit and repay. The customer who has been very gloomy suddenly flew into a rage: "What the hell are you doing? I used to call for debt collection, and I urged it so badly. Now I'll send you money to your door, and you don't want it! The bank is your own. How hard is it for you to collect money? " Lin Bin, on duty, quickly stepped forward to ask the teller for information, and immediately gave a detailed explanation to the customer. However, the customer was too excited to listen to his explanation, pointing to the teller in the hall and swearing.
The customer said that his adult son was very disappointing and borrowed money to swipe his card. Unfortunately, he had to pay back his son. Now the bank staff deliberately made things difficult for him and made it clear that they looked down on him. Nevertheless, Lin Bin tried his best to stabilize his emotions, invited him aside, poured a cup of hot tea for the customer, and immediately called the credit card center to explain the situation to him, and found out the customer's son's credit card number and "card debt" including interest, and the customer quickly paid off the debt.
After the deposit, the customer turned to apologize to him. He said that his son owed a card debt and was urged by the credit card center several times before. In the process of communication, he had an argument with the collector, so he had a bad impression on the bank. This time he was in a bad mood and scolded him like that, but our staff tried their best to solve the problem for him. The customer said with emotion: Lin Bin's service made him know the Bank of Communications again, and changed the negative mood when he was urged to pay the money before.
It is such a trivial matter that may often happen in the lobby, but if there is no good attitude and flexible handling methods, the result of conflict handling is often not only customer dissatisfaction, but also the mood of tellers and lobby managers will be affected by these negative emotions; If you don't actively and enthusiastically solve problems for customers, customers' dissatisfaction will accumulate and there will never be less negative publicity for banks.
This month, I was named the service star of the west hall window of the center. I thank the leaders for their concern and comrades for their support of my work. Our xx window is a big family of solidarity and mutual assistance, and has many honors such as the national demonstration post of women's civilization.
I am a worker who handles the second-generation ID card. I always set myself a party member standard in my work, standardize all my words and deeds with system and discipline, strictly abide by various rules and regulations, respect leaders, unite with comrades, be modest and prudent, take the initiative to accept opinions from all sides, constantly improve my work, insist on not doing things that are not conducive to the image of the window, and actively maintain the good image of the window. This year, 5,267 second-generation ID cards were completed, and 15 second-generation ID cards were collected from different places.
In the future, I will study business knowledge harder, improve my business level, serve the people wholeheartedly and contribute to a harmonious and civilized society.
Party member, male, 37 years old, is now the head of the marketing department of * * Credit Union.
As the person in charge of the marketing branch of * * Credit Cooperative, * * adheres to the market positioning of "based on the community and facing farmers", adheres to the business philosophy of "being a small retail bank in the community" determined by the municipal bank, and persists in making efforts to "grasp small and make big". Facing the actual gap between credit cooperatives and other financial institutions in hardware, * * has put all its thoughts on software, and always hopes to make a breakthrough with service as the breakthrough point, so as to enhance the competitive advantage of * * credit cooperatives and branches of the Bank in the same industry. That's what he wants to do. As the head of the grass-roots branch, his life ambition is many times greater than this branch. He himself, like his name, honest and frank is tough, ordinary and awe-inspiring.
In business, he attaches great importance to and respects every customer who comes to our branch to handle business. He can carefully remember and accurately address the names of customers who often come to handle business, which is equivalent to giving customers a clever and effective compliment. The person in charge of the branch seems to be a small official, but there are many things to manage. * *' s market branches are mostly surrounded by outsiders, such as Shandong, Northeast China, Wenzhou and other places, which are engaged in wholesale and retail transactions of grain, agricultural and sideline products, grain and oil, daily chemical products and dry goods, and belong to the distribution center of small traders. In many market research, * * found that not only the transaction time is fast and the capital flow is large, but also the loose change collected and needed in this market is extremely hot. The first-hand information of market research made him firmly grasp the blank spot of the market, and also accelerated his pace of attacking and seizing the market.
First, meet the needs of customers and be a small retail bank.
Under his influence, other comrades in the branch unified their thinking and understanding. They warmly and generously provide services to customers who come to the branch to handle business. No matter how busy the business is, they are willing to accept the change and residual coins brought by customers. Under his leadership, the comrades revitalized the use of funds for customers in the shortest time, making the merchants and customers in Shili Baxiang send the change and residual coins to the market branch at the beginning, and the most households saved more than 20,000 yuan at a time, all of which were ten cents, ten cents and ten cents. If you want to record it in the shortest time, the most effective and hardest way to collect several such loose coins a day is to transfer them overnight. After several days in a row, people are exhausted. But in this way, there is still no delay in normal business during the day. People's hearts are full of meat, and many businesses are moved. They didn't expect credit employees to put their interests in such a high position. They didn't expect credit union employees to pay so little attention to personal gains and losses. According to preliminary statistics, almost all those who have deposited small change in the market branch have become frequent visitors to the market branch.
This summer is very hot. In order to publicize the financial varieties and service characteristics of credit cooperatives, * * braved the scorching sun to go deep into various business offices, make home visits and provide on-site services. When he learned that most merchants put their money in financial institutions such as post offices and agricultural banks, he patiently explained the service characteristics of credit cooperatives and promised our credit on the basis of giving them publicity materials for credit cooperatives. Through * *' s efforts, many things happen and these businessmen finally put hundreds of thousands of deposits and hundreds of thousands of deposits into the market branches one after another. As of September 20, 2005, the bank's deposit balance reached 7510.4 million yuan, an increase of 6.84 million yuan over the beginning of the year.
Second, focus on merchants, actively carry out visits, understand the ideas and needs of merchants in the area, and constantly adjust their work ideas.
Through * * door-to-door publicity visits, there is a wholesaler of dried fruits named Li Jie, who originally opened an account in Jinzhong River Street Branch of Agricultural Bank of China. She has successively opened a savings passbook and a personal settlement account in the market branch, with a deposit balance of 1.7 million yuan. During the visit, * * learned that these wholesale merchants still need a lot of change tokens in their operations, so he used the opportunity of collecting money at Youheng Bus Company every day to transfer the change in time and call the reserved merchants to change it for them. Sometimes the merchant can't exchange it in time, so he takes out the money himself and delivers it to the merchant's shop in person after exchange. Once, a merchant named Hu went to the market branch to change 10000 yuan after * * came to the door for publicity. After that, the merchant was very grateful to * * for providing him with such good service and promised his promise. In the afternoon, he took out 380,000 yuan from the post office and deposited it in the market branch.
Because the brand of rural credit cooperatives is not as hard as other commercial banks, the settlement channels are not as smooth as others, the service products are not as many as others, and the facade image is not as beautiful as others. * * See these in your eyes and keep them in your heart. Because the business is basically in a state of survival, organizational funds lack innate advantages. If we don't take the unconventional measures of being one step ahead, being one step ahead of others and making more efforts, it will be difficult to attract big markets, big customers and a lot of funds. So, in March this year, he drafted a thank-you letter to the majority of merchants, which introduced the business varieties, service methods and contact numbers of credit cooperatives, printed more than 200 copies, and led a branch comrade to visit the publicity merchants door-to-door according to the business area every day. Many merchants are actively asking about the business types and account opening procedures of credit cooperatives, showing great enthusiasm. Some merchants said: In the past, we would rather be farther away and closer, and we didn't open an account in your society because we were not familiar with the business of rural credit cooperatives. Through your door-to-door publicity, the explanation of real-time remittance and special remittance business, the guarantee of counter service and, most importantly, the actual action in your, we businessmen abroad are very moved. After the publicity, some merchants took the initiative to cancel the accounts of other banks and open accounts in market sub-branches, which kept several hundred thousand yuan of working capital on their books for many years. During the visit, * * also sincerely solicited the opinions of these merchants, with a view to continuously improving the work quality of this branch. By visiting, they got closer to the businessman. Because of their understanding of their business, they communicate more languages, and merchants also regard them as friends. In the first quarter of this year alone, deposits in market branches increased by more than 3 million yuan, with remarkable results.
By actively soliciting customers' opinions and suggestions, we improved the opinions reflected by customers in time, which promoted the business development of the branch. For suggestions that cannot be rectified in time or the conditions are not mature, such as changing cards in different places, report to community leaders in time. Through door-to-door public relations, the establishment of customer information cards and regular return visits, a number of "sleeping" customers have been activated and a number of gold customers have been developed. And a number of deposit liaison officers have been developed among merchants in different industries. Through these businesses, they are assisted in publicity, such as providing business information. Zheng, a wholesaler of dried fruits, introduced two new customers to the market branch, with a total deposit of more than 500,000 yuan.
Third, the * * * demonstration post in party member encouraged him to take the lead in implementing standardized services.
On the counter, he made friends with emotion and sincerity, which satisfied the customers of our marketing department. There is a dairy wholesaler who needs a lot of change, and the marketing department will change it for her in time. Sometimes when business is busy, * * will personally deliver it to her wholesale point. Through many contacts and heart-to-heart, I made friends, which enabled the dairy wholesaler to deposit 850,000 yuan time deposit and 300,000 yuan demand deposit in the market branch, and became an excellent household in the branch. Through this incident, * * deeply realized that the extension of counter service is one of the promotion points of credit cooperatives' deposit growth.
Although he is still very young, he has a strong sense of collective honor and belonging. His skillful work skills, enthusiastic mental outlook and approachable service image deeply infected every customer. "Keep your word and treat others with sincerity" is the foundation of his life and work. His work sheet is now famous both inside and outside the club. From the leaders in the club to colleagues around him, everyone thinks that he is a good colleague with enthusiasm, affinity, earnest work and excellent personality. In this advanced education activity, he took the lead in learning and practiced Theory of Three Represents with practical actions. As a preparatory party member, * * thinks that we should be honest and conscientious, just as Secretary * *, the director of the credit union, often says, "Without the platform built by the credit union for me and the support of leaders and colleagues, my work would not be carried out so smoothly".
* * Ordinary, but made extraordinary achievements in ordinary jobs. He devoted all his body and mind to the cause of the Party and his heart to the development of rural credit cooperatives. He is a well-deserved service star.