The spring breeze carries the fragrance of peonies
——Record of high-quality service at ICBC Quzhou Branch
Editor’s note:
There are many small and medium-sized enterprises in Quzhou. Currently, many companies are facing difficulties in financing and business operations.
How do financial institutions solve problems for small and medium-sized enterprises, and how do business outlets provide high-quality services to the masses? In response to social and people's livelihood issues, the Quzhou Branch of ICBC, a national civilized unit, launched the "Thousands of Visitors to Tens of Thousands of Households in 100 Days to Help Relieve Poverty and Help Growth" campaign. It adopted many convenience measures, innovative services, and innovative financial products to effectively solve problems for small and medium-sized enterprises.
The civilized and high-quality services of "Quzhou ICBC People" are like the spring breeze blowing on the face and the fragrance of peonies. This newspaper publishes two long newsletters, "Sending Help in the Time of Need - A Side Story of ICBC Quzhou Branch's Service to Small Enterprises" and "Spring Breeze, Fragrance of Peonies - A Record of ICBC Quzhou Branch's High-Quality Service" for the enjoyment of readers.
Bright, clean and spacious, the reporter saw a beautiful scenery when walking into the Quzhou ICBC Shangjie Business Hall. A delicate peony is very eye-catching. Side note: "Service is endless!" This is not only ICBC Quzhou's understanding of service, but also its expectation for its own service.
From the row of self-service deposit and withdrawal machines, self-service card issuance machines, electronic form filling machines and other convenient facilities at the entrance, to various guidance signs, warm reminder signs, and waiting area seats, all of them are the best products of this bank. Demonstration of service. Although there were many customers in the hall, everything seemed orderly. Although every employee is busy, everyone has a natural smile on their face.
Efficient service brings convenience to customers
The achievements have not slowed down the efforts of Quzhou ICBC people to improve service quality. They set their sights on how to improve service efficiency.
Every day, there are many customers who need to handle business, and the bank’s windows are limited. Can it solve the problem of customers waiting in long queues? Their approach is that "systemic problems should be solved using system management methods." Balancing the monthly and daily customer flow, increasing temporary service counters, diverting simple business customers, increasing guidance manpower during peak business periods, and reducing counter time wasted due to customer errors... measures have been introduced one after another.
During busy periods such as school freshman payment, batch card application, and pension issuance, ICBC has warm reminder signs to notify you in advance. With it, customers know when they are busy and when they are free in a day, so they can arrange the business processing time very calmly, avoiding everyone getting together to handle the business, and customers are very satisfied with the warm reminder cards.
Innovation and responsibility are particularly evident in ICBC’s improvement of customer service efficiency. It is understood that currently, nearly half of the customers who come to the bank to handle business are diverted from the counter to various self-service equipment. This is due to ICBC's wide coverage of service outlets, complete functions, technologically advanced self-service equipment, online banking and other innovative service platforms.
With the increase in international exchanges, foreign friends continue to come to Quzhou. In order to serve this special group of people well, many employees of ICBC Quzhou have learned foreign languages ??to serve foreign friends.
One day, a Korean came to Longyou to do business. Because he was unfamiliar with the place and the language barrier, he went to several other banks but failed. When he was suffering from frustration, he walked into the door of the ICBC sales department and came to the counter to inquire and request to withdraw money. When the customer could not communicate with the teller, the duty manager Lu Yu took the initiative to greet the customer and spoke cordially in Korean. After saying hello to him and asking him what needs he had, the customer grasped at a life-saving straw and asked Lu Yu to handle business for him. After completing the business quickly and accurately, the customer thanked him profusely. Since then, this customer has become a loyal customer and "intimate person" of the sales department. Lu Yu, an employee, worked hard to learn Korean by herself, so it came in handy at this time. There are many good employees like this who study hard at Quzhou ICBC. This is a very good team!
High-quality service paves the way for customers to create wealth
Some people say that there are two kinds of people you can’t let down in this life, those who give their heart to you and those who give you their heart. People who give you money. "Banks cannot let down their customers who deposit their money. It is their responsibility to keep their money safe for their customers. It is also their responsibility to build a bridge to wealth and take good care of their money." said a person in charge of the personal finance department of the bank.
“Let financial management become a service, a service that can increase the value of customers’ wealth.”
The reporter came to the VIP service area set up by the bank.
The spacious VIP lounge area is pleasing to the eye, with pots of green plants exuding vitality, and the LCD TV is playing pictures about financial management knowledge... If you want to know about the current financial management hot spots, there are a variety of financial management magazines on the bookshelf. The reporter can pick up a copy and enjoy the charm of financial management feast.
The financial office can provide customers with one-to-one private financial services. During the interview, the reporter found that the financial services launched by the bank go far beyond financial products. For investors who like to speculate in gold, ICBC has opened up paper gold channels; for investors who are interested in foreign exchange speculation, it has also launched online foreign exchange market services; and comprehensive and multi-faceted financial services such as treasury bonds, futures, call deposits, and cross-border financial management. , giving investors more choices.
Investment and financial management require certain professional knowledge. In order to allow customers to further master financial management, the sales department often builds a communication platform for customers through rich and colorful forms such as financial salons and theme lectures, so that they can master more knowledge. Much financial knowledge.
Service attitude and service efficiency are the starting point of service, which meet the basic business needs of customers. As a bank, it must shoulder the responsibility of bringing happiness to customers and creating value in the service, and improve the quality of customer service. quality.
Building a "safety bridge" for customers. With their professionalism and public spirit, they deliver more financial management information to their customers and build a bridge to wealth for them. For example, for the same 100,000 yuan, if the customer is given a simple survival period, compared with guiding the customer to carry out reasonable financial planning, the latter method will earn at least 2,000 to 3,000 yuan more in one year than the former method.
“Only when the customer base is continuously consolidated, banks will have better room for development; only by continuous innovation of services can banks better serve the economy and people’s livelihood, and win the trust of more customers.” ICBC Quzhou The head of the city branch, Fang Biping, said so.
In 2011, customer satisfaction rates at ICBC outlets were over 97%. Kecheng Branch was rated as one of the “Top 100” civilized service standard demonstration units in the national banking system by the China Banking Association; the Living Area Branch was rated as one of the “Top 100” civilized service standard demonstration units in the province’s banking system by the Zhejiang Banking Association; the South District Branch , Songyuan Branch, Hehua Branch, and Binjiang Branch were rated as "Civilized Service Standard Demonstration Units" in the city's banking system by the Quzhou Banking Association; the city branch was rated as "National Civilized Unit". Employee Liang Jing won the "May 1st" Labor Medal of the National Financial System and the Model of Quality Service...
The spring breeze blows on the face, and the peonies are more fragrant.
Warm service makes customers feel at ease
ICBC Quzhou Branch has introduced a full-service point system and put in service monitoring systems in 260 high and low cabinets in 33 branches of the bank to ensure that customers will be satisfied Degree evaluation is incorporated into individual performance appraisals. At the same time, the service specifications for business outlets, self-service banks, and lobbies were further refined, revised and improved, and the business environment, service etiquette, etc. were further adjusted and upgraded - a network of service mechanisms throughout the bank was quickly established.
Nowadays, it is no exaggeration to say that when you walk into any business hall of ICBC Quzhou Branch, you will be greeted by smiles and feel the spring breeze.
One day in September last year, an elderly customer was brought to the Hehua branch of ICBC by a young man and asked to withdraw 6,000 yuan in cash, saying it was to buy a drug to "treat joint pain." The teller found that a sum of money had been withdrawn from the old man's current passbook a week ago, and reminded him: "Did you withdraw money last week? Did you withdraw it yourself last time?" At this time, the young man who brought the old man came. While constantly flipping through the bag that the old man carried, he kept saying something in the old man's ear. The old man seemed a little anxious. The teller handling the problem felt there was a problem and immediately reported it to the manager on duty. The manager on duty immediately contacted the old man's relatives. After questioning by the old man's relatives, he found out that the young man was exaggerating and selling health care products to the old man as medicine. The dedication and carefulness of ICBC employees helped the elderly avoid property losses.
Such stories often happen in the ICBC sales department, because every ICBC employee has customers in mind, regards customers as relatives, and regards customer satisfaction as their greatest honor. ICBC people know very well that gold cups and silver cups are not as good as the reputation of the people. Doing something for customers is what they are happiest about.
Last year, ICBC received 146 compliments from customers to the “95588 Service Hotline” and received 12 letters of commendation and banners.