Question 1: How can the candidate units create a "five-star outlet" atmosphere?
Because of the importance of striving for a "five-star network", it is decided that it needs the attention of leaders and the participation of all staff. Therefore, how to make every post and everyone pay attention to the striving for "five-star network" is a big difficulty. In order to make the importance of striving for service deeply rooted in the hearts of the people and form an atmosphere in which all staff attach importance to and strive to do a good job in service, the author thinks that the following specific implementation measures can be considered:
1. Add banners with a strong sense of scene and electronic screen display slogans at outlets (for example, Qian Fan strives for success and strives for the present; Strive for a "five-star network" and create an industry service brand image);
2. Manage the kanban, publicize the work objectives, progress, cases and sampling standards of employees to create a "five-star network";
3, to carry out a variety of team activities (such as "serving the people and striving for five stars" swearing-in meeting; "Five-star outlets" standard knowledge contest and other activities);
4. Taking employees as the leading role, shoot promotional videos of outlets (introducing the functional areas of outlets and the acceptance indicators of featured services) and display them in the business hall.
Remarks: The purpose of creating the above atmosphere is to educate employees' awareness, keep up with the pressure and establish the brand awareness of five-star service to foreign customers. (The inspection and acceptance of trade associations, in the work arrangement meeting and inspection discipline, all emphasize obedience to the eight central disciplines, reduce the burden of inspection units during inspection, put an end to formalism, and shall not affect the normal business of outlets. Therefore, we should try our best to create the atmosphere of the venue and advocate no extravagance and waste.
Question 2: What are the core professional qualities of the "five-star network" on-site tutoring project teacher or the person in charge of the internal project of the bank?
Take external consultants as an example:
1, service optimization improves skills. It is recommended to have direct or indirect service efficiency improvement and service evaluation experience, or banking service management experience, three-party market research company satisfaction survey experience, be proficient in service efficiency improvement, lean field management and satisfaction management, be very familiar with civilized service standard skills, and have experience in formulating, optimizing and evaluating. Recommended proportion of core skills: 30%.
2, "five-star network" standard on-site demonstration standard implementation skills. It is recommended to have experience in demonstration, explanation, report and receipt, including the acceptance of the banking association, experience in guiding the application status of the relevant documents issued by the banking association, experience in interpreting the acceptance criteria and guiding the achievement of standards, and experience in creating a service highlight strategy of "five-star outlets". The recommended proportion of core skills is 40%
3. Simple on-site tutoring skills in the teaching of banking service etiquette. It is recommended to have practical training experience in banking service etiquette and first-generation online transfer counseling experience. Recommended ratio of core skills: 20%
4. Service file management and system assembly skills. It is recommended to have self-management experience in basic book management and service management, such as service regulations, service materials, suggestions and complaints, and classified storage of documents; He has rich experience in network service management courses, and has the ability to sort out and compile case resources and materials related to banking service files. Recommended proportion of core skills: 5%
5. Basic sign language communication and training skills. It is recommended to have the ability of sign language conversation in routine business consultation, be familiar with the various needs of disabled people in handling business at outlets, and be proficient in sign language communication training and teaching experience. Recommended proportion of core skills: 5%
Take the internal clerk as an example:
Acceptance experience of thousands of projects: familiar with the acceptance process and index acceptance standards of the banking association (such as the experience of being transferred from the banking association and participating in external acceptance evaluation; Or have participated in the previous training on the interpretation of the "Thousands of Banks" standard or the content system of the China Banking Association, and have unique opinions; Or have a successful reporting experience in the system).
Experience in civilized and high-quality archives management: I often participate in civilized and high-quality service archives management, and have experience in receiving, sending, classifying, source, editing and sorting files (such as branch offices, branch trade union chairmen and service commissioners).
Service marketing skills training experience: frequent service supervision and internal training (such as internal trainers in the system, heads of grassroots outlets, etc.). ).
Question 3: Does the "Five-Star Network" project strive to highlight its different service highlights?
The display of service highlights shows that the core of striving for a "five-star network" is to find its own service competitiveness. Therefore, the extraction and display of service highlights is a process of evaluating and re-understanding the comprehensive competitiveness of outlets. Service highlights are cases that can be seen at any time in the eyes of judges and real customers. They are special routines used in practical work, not just one or two tricks. It is not a scene, but a set of work plans, such as lobby service, three-person rotation, business cross-diversion, such as standing up, special people, special business and special diversion.
When looking for service highlights, banks can specifically consider the following key factors:
1. Choose outlets with good reporting foundation (not only to meet the basic conditions of China Banking Association's reporting, but also to have certain service competitiveness, such as offering special business, business area, pre-acceptance ranking, demonstration and leading effect, etc. );
2. The key to the extraction of service highlights is the arrangement of accessories, hardware environment and written materials (the weight of acceptance score is relatively high at present).
3. Organize the exchange and study in "thousands of outlets" of other banks in previous years, looking for the same characteristics and learning experience;
4. Evaluate the competitiveness of peer services in this region through the professional consultants (banking associations or external consultants) of the "Thousands of Parknshop" projects in previous years, and analyze the customer group characteristics of this system.
5. Organize a big discussion activity to declare "five-star outlets" and encourage everyone to explore service innovation.
Based on my own experience, I will introduce some common service highlights:
Highlights of a bank's service efficiency: Innovatively launch the "Fast 25" queuing practice, eliminate the customer backlog by speeding up the diversion of business types, opening temporary windows, using mobile service terminals, etc., and ensure that the number of customers queuing does not exceed 25. Establish a fast service mechanism during the peak queue period.
Highlights of a bank's hardware service: through the introduction of 6S mechanism, display the characteristic cultural wall and chicken soup for the soul; Fully equipped staff lounge; Characteristic love service equipment (blind card, Braille keyboard, love seat, medicine box, love umbrella), etc.
A bank supports energy conservation and environmental protection. Every loan to the green environmental protection industry requires the other party to sign a commitment letter on energy conservation and emission reduction, which effectively constrains enterprises to implement energy conservation and environmental protection measures.
A bank strengthens employee education, organizes bankers to participate in compliance learning meetings, warning education, case analysis and other educational and learning activities every week, cultivates and guides employees to establish a correct world outlook, outlook on life and values, and constantly strengthens their awareness of compliance management. In addition, the bank also insisted on conducting a "daily lecture on safety prevention and control" at the daily morning meeting to remind the safe operation to proceed normally.
Remarks: The key to winning candidate outlets is to find their own service features. Don't blindly follow other banks and pursue so-called formalism based on the combing of your own outlets (business positioning, product positioning, customer structure, human resources).
Question 4. What cases can be used for reference for the "Five-Star Network" project to strive for service highlights?
Interpretation: Work Plan of Shanghai Branch of Bank of Communications to Create Highlights of Pension Services
Initiative 1: Banks regularly organize employees to popularize financial knowledge for more elderly people in the form of "mobile banking" (for example, employees at outlets teach RMB anti-counterfeiting knowledge on the spot and distribute anti-fraud brochures to the public).
Initiative 2: Dongfang Road Sub-branch of the bank also launched the action of "caring for the old baby" (such as setting up a family contact book, and the lobby manager will call back after each old baby leaves the outlet for about half an hour to confirm that he has arrived home safely).
Initiative 3: set up a special service window for the elderly, set up a special seat to take care of the elderly, and equip them with medical boxes, reading glasses, magnifying glasses and wheelchairs to provide convenience for the elderly;
Measure 4: The Bank also selected 137 service model workers and 3,533 service demonstration employees to be active in the front line of bank outlets.
Enlightenment: the maintenance and excavation of elderly customers is the word service. Chairman Mao said that it is not difficult to do a good deed, but it is difficult to do it all your life. The same is true for customer maintenance. It is not difficult to serve once, but it is difficult to continue to provide quality and thoughtful service to customers.
Question 5: strive for candidate units and implement consumer price publicity?
1. In terms of consumer education, we will focus on businesses that are difficult for consumers to understand and easy to cause controversy, and constantly strengthen the concept of "the seller is responsible and the buyer is responsible".
2. Candidate units should constantly clarify all service items and charging standards in the Measures for the Administration of Service Prices of Commercial Banks, and conduct service price information inquiry and service price disclosure through various forms such as business place publicity, brochures, website publicity, teller publicity and electronic banking channel inquiry, so as to ensure that the publicity information is consistent with the actual operation and fully protect consumers' right to know and choose.
Question 6. What principles should be grasped in striving for hardware upgrade of candidate units?
Hardware construction is based on attachment and quality service, so it is often the first choice for acceptance. Basically, the five-star outlets that successfully participated in the election are all excellent in hardware. In the process of optimization and upgrading, we should pay attention to the following two points:
1, reasonable zoning and hierarchical service (dynamic planning pays attention to the principle of humanization, such as self-service area and consulting service)
The service area is arranged near the door, and the customer rest area is adjacent to the consultation area, highlighting the privacy of the VIP room. ) On the basis of standardized and reasonable dynamic lines, differentiated services are realized according to on-site guidance instructions and personnel diversion, and then layered services are realized. Note: Please note that according to the acceptance criteria, there must be no fewer ribbon elements. This year's hardware acceptance focuses on the protection of the disabled.
2. Unified image and standardized management
Unity is an image, which reflects the management norms and high service level of the candidate units. It needs a unified VI and CI application, and each outlet reflects its own differences according to different outlet styles and business environment. (For example, the items are placed in a standardized way, and the location is reasonable and organized; Another example is price, rights and interests, and the size and style of each brand should be consistent.
Remarks: Considering the campaign competition of five-star outlets, it is suggested that the superior bank organize multiple rounds of screening in the application process to select candidate units with excellent hardware. (For example, the competition team of the previous superior bank set too high screening conditions, such as the hardening of the outer road surface, the disabled access, the door head, and the outlets with more than 7 steps. At present, there are very few qualified outlets in tier-one and tier-two branches. ).
Question 6: How to organize the basic documents of the candidate units?
The arrangement of the basic documents reflects the fundamentals and normality of the unit's striving for Excellence, and the acceptance preparation often loses more points because of the wide requirements, large quantity and fine content. In the process of preparing for the exam, we should pay attention to the following points:
1. Re-accumulation (the key to success is accumulation). For example, donations of social responsibility projects such as acceptance indicators, all documents issued by the Banking Association, and three-level civilized service standards and activities of provincial branches need to be collected, sorted and classified at ordinary times. Therefore, the candidate units that require screening must strengthen the normal management, pay attention to collecting excellent files in advance (at least half a year or more), and even strengthen the collection of bank files of other successful units. (In terms of data collation, we should put an end to blindly imitating others and making false statements that violate the objective).
2. Fine sorting (careful sorting and orderly promotion) In the early stage of work preparation, the superior bank must formulate a detailed document preparation list and work plan in combination with the acceptance requirements of the banking association. (e.g. service file directory of outlets, service self-inspection manual, material production list, etc. ) let the candidate outlets promote the docking department and outlet employees to collect, sort out and improve the problems against the template.
3. Branches, retail lines, operation lines and external consultants of secret organizations (the whole bank cooperates and enjoys cooperation) should set up special striving teams, and the security department and the science and technology development department should have special personnel to be in charge of the service management department of each striving unit. Only when multiple departments cooperate closely can we respond quickly and efficiently in software and hardware, thus providing guarantee for the work.
4. Ingeniously displaying (creating critical moments) the final presentation of excellent works is the key to the success or failure of acceptance. According to the author's experience, it should be displayed and shaped from several aspects: illustrated self-inspection manual (or feature film introduction of up-to-standard projects) to meet the service characteristics of functional areas, decorate the ease of use and aesthetics of documents and materials, and optimize electronic files (such as establishing text index list and practical preservation of engraving).
Remarks: Considering the campaign competition of five-star outlets, it is suggested that the superior bank organize multiple rounds of screening in the application process to select candidate units with sound system. (For example, the service management mechanism is perfect, the system is sound, there is a feasible five-star network participation scheme, people-oriented management is practiced, social responsibility is fulfilled, and a harmonious team is established).
Question 7: How to protect consumers' rights and interests by winning over candidates?
1. Build a comprehensive management system. For example, establish a full-time contact system and daily communication mechanism for consumer rights protection at all levels; Construction of consumer rights protection committees at the head office level, consumer rights protection offices at grass-roots branches and consumer rights protection reception rooms at outlets.
2. Build a customer satisfaction-oriented service quality monitoring system. Through the continuous monitoring of consumer satisfaction and channel service quality, as well as the monitoring means of leading peers such as special inspection of mystery man and satisfaction survey, we will improve products and services in a targeted manner and realize the continuous satisfaction of consumers.
3. Make a public education plan, and extensively carry out public publicity and education at home and abroad. For example, in cooperation with the China Banking Regulatory Commission, we carried out the "Financial Knowledge Into Ten Thousand Families" publicity and service month activities, and "Popularizing Financial Knowledge on Wan Li Road" activities. For example, during the "3. 15" period, the topic of "Five Ones of Consumer Rights Protection" was deployed; Write consumer education knowledge books into community activities.
4. Conduct in-depth publicity and education for employees. For example, training courses on consumer rights protection are held regularly, and experts from regulatory authorities and third-party institutions are invited to give lectures; Compiling the interpretation and selection of relevant laws and regulations such as the New Consumer Law; Concentrate on learning through the morning meeting of outlets; Participate in the "Knowledge Competition on Consumer Rights Protection for Banking Practitioners".
5. Pay special attention to special consumer groups. Commercial banks should provide standardized and humanized services for special consumers such as the disabled. Constantly improve the emergency plan, establish a normal mechanism of media public opinion monitoring, strengthen reputation risk management, and constantly improve the emergency response capacity of outlets.
6. Amend the contract text fairly and justly. For example, we should comprehensively revise the text of private business contracts around the bank exemption clauses closely related to consumers' rights and interests, such as charging clauses and force majeure, and start with strengthening the fairness of bank format clauses to improve the fairness and standardization of private business format contracts.
7. Strengthen the coordination and control of business links. In the pre-sale stage, strengthen the qualification certification and training of sales personnel, and focus on the risk tolerance evaluation and product suitability evaluation of wealth management products; In the middle of sales, standardize employees' sales service behavior and strengthen risk early warning; In the after-sales stage, timely and accurately disclose product information to fully protect consumers' right to know.
8. Continue to protect personal financial information. For example, comprehensively promote the audit inspection of consumer rights protection.
9. Continuously improve service efficiency. Adhere to the principle of convenient service, reasonably arrange counter windows and reduce waiting time; Take care of the actual needs of special consumer groups such as the elderly and the disabled, and strive to provide convenient services.
10, unblock consumer complaint channels in the banking industry and establish a convenient and efficient complaint handling mechanism. In principle, the time limit for undertaking processing shall not exceed fifteen working days, and if the situation is complicated or there are special reasons, it shall not exceed sixty working days; Fully understand customer demands through service hotline, complaint email, Weibo, WeChat, letter, website, mobile banking and other channels.
1 1. Strengthen publicity and information disclosure. For example, through the mass mainstream media, bank newspapers and internal websites, the development of consumer rights protection is widely publicized and accepted by the public.
12. Establish a long-term mechanism for consumer education and protection in the banking industry. For example, the banking industry in Jiangsu Province set up an action committee on consumer education and protection in the banking industry, requiring the banking industry to sign the Declaration of Action on Consumer Education and Protection in the Banking Industry in Jiangsu Province and accept social supervision on a regular basis.
Question 8. What are the misunderstandings in the process of striving for a "five-star network"?
Explanation:
1, uselessness
Some institutional bank managers will think that the honor of "five-star outlets" is meaningless and directly avoid choosing not to declare; Or even if it is declared, it is to deal with things and only do off-balance-sheet work; Or think that struggle is just a form, and lesbian relationships can be easily passed.
However, the process of substantive inspection is also the process of service improvement; Selection and elimination mechanism, that is, to embody and cultivate core competitiveness (elimination with high scores to low scores determines that only service characteristics and comprehensive competitiveness can pass); Annual review after acceptance, that is, to help implement and establish a long-term mechanism; In this process, it is also a process of learning from the excellent experience of laymen and improving themselves through mutual assessment and training exchanges between internal and external personnel.
2. Network conversion theory
"Five-star outlets" project, in terms of function division, personnel management, service function, business function, service culture cultivation, social responsibility, etc. , which embodies the requirements of the transformation of the third-generation outlets (that is, improving the comprehensive competitiveness of outlets), and it is by no means to hand over the established import module to the candidate outlets step by step according to the normal import mode from the first generation to the third generation (for example, some project teams will arrange teachers with good etiquette and marketing skills to settle in the project, but I don't know the basic requirements of these candidate outlets)
Due to these misunderstandings, many outlets are striving for "five-star outlets", which is no different from ordinary promotion and solidification. They just transformed the first generation of outlets and reintroduced them. In this way, the service etiquette is solidified, but the service efficiency remains unchanged. Therefore, banks should change their cognition, accurately grasp the needs of winning projects, and combine with mentors. For example, if the outlets are equipped with tutors, you can play combination boxing. Professional in the self-discipline department and training department of the Standard Interpretation Bank Association, consulting companies and individuals with research background in service management and service efficiency improvement satisfaction. Sign language training is, of course, the specialty of teachers in local special talent training schools.