1. Summary of banking service experience
"Service" seems to be a simple word, but it contains rich connotations and values. It is not easy to do a good job in service. Smiling service, enthusiastic attitude, professional knowledge and efficient work efficiency are only the basis of service. To truly be "customer-centric", it is important to "deeply rooted in people's hearts". At the promotion meeting of "Rooting" action, the retail customer department was identified as the lead department. How to make good use of the advantages of many outlets and wide distribution to make the service "rooted" in the hearts of customers? How to build a comprehensive financial service system through "rooting" action to meet the "full product" demand of customers within its jurisdiction? How to fulfill the responsibilities of the lead department and play a "bridge" role between superior leaders and grassroots staff? ...... "Rooted" early, these problems always bothered me. By taking root, talk about the following aspects:
Service needs care. Serving with your heart means wanting to be in front and doing it in front. Correctly understand the customer's needs, we should think ahead of what the customer didn't expect, and we should also do what the customer thought ahead of time, identify the different needs of the customer, and meet the multi-level needs of the customer with high-quality, diversified and targeted services.
Service needs care. Details determine success or failure. Every word and deed of a banker will be seen by customers. Therefore, we should be good at observing and understanding customers, try to figure out their words and deeds, think about what customers think, worry about what customers are anxious, and do every detail consistently. We can't always complain about customers' bad attitude. In fact, the attitude of customers towards us is a mirror of our own words and deeds.
Service requires patience. The fast-paced life makes people more and more unwilling to wait. At this time, we should not only improve our office efficiency, but also test the patience of service personnel. For customers' dissatisfaction, we need to be patient and quickly divert customers' attention, so that customers feel valued; We need to be patient to meet customers' various requirements, especially some trivial and unprofitable businesses, such as changing change and printing tap water. We need to be patient with our customers' questions. The operation of mobile banking, the WeChat authentication of code-scanning merchants and the use of intelligent teller machines all require us to have enough patience to guide customers. Only from the customer's point of view, service can really enter the customer's heart and finally win customers.
2. Summary of banking service experience
With the development of the times and the change of the environment, the banking industry has gradually moved from financial industry to service industry. As a counter worker, we should be more aware of the importance of service. In today's high-speed development era full of peer competition, service quality is an important embodiment of the competitiveness and soft power of banks. I am a counter clerk and just joined the banking industry. After two months of internship, I not only realized the necessity of professional skills, but also understood the importance of service. Recently, because the "Huinong Financial Card" focuses on the "card replacement" work, the customers who handle business in the bank lobby are always full. The arrival of customers has added a little more laughter and "fireworks" to the hall. As a teller, I am both gratified and stressed. It is gratifying that Fuquan Rural Commercial Bank, as a local financial enterprise, has been recognized and supported by our customers, and the hall is full of trust; The pressure is that it takes longer to apply for card replacement and related business than ordinary deposit and withdrawal business, which leads to an increase in the average waiting time of customers, and customers will inevitably have anxiety during the waiting process. Every time I look up and see the customers in the waiting area looking straight at me, I hope I can have three heads and six arms and handle business at the speed of light, so that customers can wait less and be happier. Since there is no superhuman powers and the speed of light, tellers and lobby managers should guide customers and appease their emotions. At this time, good service and effective communication are particularly important.
When communicating with customers, we should take honesty as the first priority, and communicating with customers attentively means thinking from the customer's point of view. In addition to a bright smile and polite greetings, it is more important to worry about customers and solve their difficulties. The lobby manager takes the initiative to ask customers about the type of business they need to handle, and guides business processes such as taking numbers and filling out forms to timely divert customers and shorten their waiting time; Helping customers take care of children, handing a hot drink in winter, helping the elderly and helping them tie their fallen shoelaces are seemingly insignificant actions, all of which are sincere and sincere services. As a teller, in the process of handling business for customers, we should take customers as the center and handle business for customers with good service attitude and professional skills. Pay attention to details in service, be good at observing and understanding customers when handling business for customers, and only by paying careful service can we win the respect and understanding of customers. The smile service advocated now is not only an expression, but actually an emotional expression. If we can handle the business for our customers patiently and enthusiastically when they complain, and do a good job of explanation at the same time, I think our customers can understand us.
High-quality service is not groveling, not simply following rules and procedures, but customer-centered, putting yourself in the customer's shoes, knowing the customer's needs in time and solving them effectively in time, so that customers feel valued and respected. When customers leave after finishing business, saying thank you or showing a satisfied smile is an encouragement and affirmation of our service work. For the banking industry, the demand of customers is the market. Let customers become the masters of bank products and services, let customers choose and satisfy customers, which is the starting point of bank innovation products and services.
3. Summary of banking service experience
The times are changing, the environment is changing, and the work of banks is changing from time to time. Every day, new things appear and new situations happen, but no matter how they change, service will always be an eternal topic for banks. Only a high level of service can win customers and win the market. "Service" seems to be a simple word, but it contains rich connotations and values. It is not easy to do a good job in service. Smiling service, enthusiastic attitude, professional knowledge and efficient work efficiency are only the basis of service. Banking services should truly be "customer-centric" and "deeply rooted in people's hearts". Service needs care. Serving with your heart means wanting to be in front and doing it in front. Correctly understand the needs of customers, we should think ahead of what customers didn't expect, and we should also do what customers thought ahead of time, identify the different needs of different customers, and meet the multi-level needs of customers with high-quality, diversified and targeted services. My Hanjiang branch is only a few steps away from Xiajiadian market, and there are many merchants around. Every week, we will prepare banknotes of different denominations and enough coins for customers' urgent needs. Just between these contacts, we have won the trust of more and more customers, which also provides more opportunities for our marketing.
Service needs care. Details determine success or failure, and our words and deeds and every move will be seen by customers. We should be good at observing customers, understanding customers, trying to figure out what customers say and do, thinking about what customers think, being anxious about customers, and doing every detail unremittingly. We can't always complain about customers' bad attitude. In fact, the attitude of customers towards us is a mirror of our own words and deeds. Every warm welcome, every polite delivery, every efficient handling and every sincere delivery can make customers feel our warm-hearted service bit by bit. Every "thank you" from customers is a sincere feedback to our service.
Service requires patience. The fast-paced life makes people more and more unwilling to wait. At this time, we should not only improve our work efficiency, but also test our patience. For customers' dissatisfaction, we need to be patient and quickly divert customers' attention, so that customers feel valued; We need to be patient to meet customers' various requirements, especially some trivial and unprofitable businesses, such as changing change and printing tap water. We need to be patient with our customers' questions. The operation of mobile banking, the WeChat authentication of code-scanning merchants and the use of intelligent teller machines all require us to have enough patience to guide customers. Only from the customer's point of view can service really enter the customer's heart.
4. Summary of banking service experience
In the era of increasingly homogeneous banking products, how to win customers' trust, expand market share and improve business quality with better services is the main direction of bank development in the future. During the wheat harvest season, Lu Yi Rural Commercial Bank set up a special fund to mobilize all employees to carry out the activities of sending coolness and service condolences to the "Three Summers", taking the initiative to send mineral water and instant noodles to the fields of villages under its jurisdiction, and to send care and help to farmers who work hard in hot summer. During the college entrance examination, Lu Yi Rural Commercial Bank organized employees to go to the vicinity of the examination center at 5 o'clock every day to provide convenience services for parents who were anxiously waiting around the examination room, explain financial common sense, and relieve parents' nervousness and impatience. At the same time, Lu Yi Rural Commercial Bank continues to carry out the activities of sending rice flour oil to the elderly over 80 years old all the year round, caring for left-behind children and effectively solving the worries of migrant workers.
As the saying goes, gold cups and silver cups are not as good as the reputation of ordinary people. Only by truly putting efforts into peacetime and sending services to the hearts of ordinary people can the people recognize the rural commercial banks. Especially in the current process of small loan marketing and village-wide credit granting, all branches, front-office business departments and account managers should deeply cultivate the three rural markets and make sustained efforts for a long time. Through long-term unremitting door-to-door visits and research, send services and ask for needs. When customers need funds, they should simplify procedures, improve efficiency and issue loans to customers in time. Even if it is temporarily rejected by potential customers, it is necessary to keep following up and contact many times so that customers can think of Linzhou Rural Commercial Bank as soon as they have financial needs. We should, as always, adhere to customer-centeredness, constantly improve service quality and efficiency, and fully tap customer resources to meet financing needs through day-to-day and unremitting visit marketing. At the same time, win the trust of the masses with more thoughtful financial services, establish the reputation of farmers, and make Linzhou Rural Commercial Bank truly become the first choice bank for the people and the people's own bank in Linzhou.