First of all, select target customers, formulate a complete service strategy and promote the account manager system.
(1) Selection of target customers. Target customers are the specific customer groups of rural credit cooperatives, which are divided into two levels: the first level, in terms of corporate business, high-tech enterprises with good market and good benefits and small and medium-sized enterprises with high reputation and in line with national industrial policies should be regarded as key customer groups. The second level, in private business, residents with high economic income and strong credit concept, as well as public utility collection, social insurance co-ordination, road and bridge charges, tax collection and other fields. As an important customer group, we should constantly consolidate the relationship with low-income families of rural farmers.
(2) Implementing the account manager system. The account manager system requires account managers to discuss business cooperation plans with customers according to their needs, effectively organize business processes between customers and rural credit cooperatives, and combine customer needs with rural credit cooperatives' services. The account manager is responsible for the authenticity and validity of all kinds of information, materials and work reports submitted by him. Each business organization formulates different implementation procedures according to its own business nature and objectives. In the process of implementation, it is necessary to sum up the existing problems and positive practices in operation in time and make necessary modifications to the customer manager system.
Second, establish marketing concept, take customer service as the center, and expand the marketing market. Under the condition of market economy, it is very important and urgent to actively carry out marketing activities, which is the internal driving force of business innovation of rural credit cooperatives and an important way to establish a clear image and show service quality. The quality of modern marketing is that everything is customer-centered, and we should believe in the business philosophy of "market-oriented, customer-centered, and marketing as a means". Therefore, rural credit cooperatives should not only provide what products they provide, but should constantly adapt to the needs of customers and develop and provide new service varieties and projects in time. In addition to continuing to do a good job in deposit and loan and other intermediary business, we should also vigorously explore the private financial business market. In particular, according to the advantages of our urban cooperatives, such as convenient geographical location, many old customers and wide sources of new customers, we regularly carry out business publicity at outlets, and we can make the business of rural credit cooperatives penetrate customers by hanging large advertising slogans and giving away beautifully made brochures. And go to the door to promote new varieties for old customers, deepen customer communication, record customer feedback and improve the quality of financial services. For the identified key customers and projects, it is necessary to analyze the customer psychology and possible difficulties in tackling key problems according to the actual situation and formulate corresponding marketing strategies.
Third, give full play to scientific and technological advantages, innovate scientific and technological products and improve service level. Today, with the rapid development of information industry, the differences between peers are no longer prominent. One of the signs to measure the strength of rural credit cooperatives is to look at the service to see if it can provide effective financial products for customers and satisfy them. This poses a great challenge to the business of traditional rural credit cooperatives. In order to be invincible, we must penetrate into high-tech enterprises, penetrate into "agriculture, countryside and farmers", integrate with each other, make every effort to open up a broad market and seize the commanding heights of service. Rural credit cooperatives should introduce telephone service credit cooperatives, mobile phone service credit cooperatives and online service credit cooperatives to the society, which will greatly shorten the time and space distance between rural credit cooperatives and customers. Provide customers with new financial products and services, such as account opening, deposit, payment, transfer, loan, agency payment, etc. , avoiding the time and geographical differences between rural credit cooperatives and customers, realizing real-time transactions between customers and rural credit cooperatives, saving customers' expenses, reducing the operating costs of rural credit cooperatives, improving the depth and breadth of services and obtaining new sources of income. The development and innovation of rural credit cooperatives is the general trend. We should take the road of science and technology, innovate scientific and technological products and repay customers with the fastest and most convenient service quality.
2\ Talking about how to effectively improve the service level of rural credit cooperatives
At present, the competition in the financial market is becoming increasingly fierce, and new banking institutions such as village banks, loan companies and rural mutual funds cooperatives have opened one after another, and postal savings have expanded credit business. Therefore, it is our strategy to improve the service level of credit cooperatives and win customers. But we don't change because of competition, because we regard rural credit as our highest duty and life pursuit, and because our love for agriculture, countryside and farmers is internalized, we should express it with high-quality and efficient services.
First of all, change your mind and strengthen your moral cultivation. If we want to improve our service, we must change our mind. Only when our thinking changes will our behavior change. Most of our customers are farmers. They are simple and kind. When we have frequent contact with customers for a long time, it is inevitable that there will be contradictions. So what should we do after the conflict? This is a question worth pondering. I think there may be only two reasons for the contradiction: first, I don't know the customer, and my attitude towards the customer is raw, cold, hard and horizontal. Second, customers don't understand us. There is only one way to solve this contradiction, that is, we should adapt to the customer, because we can't adapt him to us. Therefore, we should learn to "overcome the strong with the weak", be good as water, and water is good for everything without dispute. We should learn the moral cultivation of water, gentleness, humility, humility, humility and peace. Only in this way can all rivers flow into the sea, and the reason why the sea can become great is not because it is indisputable! Only a generous person can achieve great things. If we have this kind of mind, even if we are wronged, it is nothing. Think of it as a drop in the ocean. So what kind of contradictions we can't solve! Don't argue with customers, be polite, some people may think it's too timid. I don't think so. For example, when we serve customers, we are vicious or sarcastic. We met an honest man, who may be silent on the surface, but psychologically he won't say how to scold you or say you behind others' backs. When you meet the so-called "unruly people", you must not fight. This is not just your personal honor or disgrace, but the social image of the rural credit cooperatives. What do you get when you insult others? Everything in the world is relative. If you refuse others, others will refuse you. Only by strengthening our own moral cultivation can we correctly establish the idea of serving the people. In order to produce "long gas reservoir tears, how difficult it is to mourn the lives of the people!" Feelings. Forgiving each other means forgiving yourself, and helping others means helping yourself. We should learn to be considerate of our customers, think from their perspective and talk to them calmly.
Secondly, master professional knowledge and operational skills. It is not enough to strengthen moral cultivation and establish the idea of serving the people. Only by mastering the business can we provide high-quality and efficient services. What others can do in one minute, you can't do in five minutes, and what you can do clearly, you can't do because you don't know. For example, the current large and small payment system has realized the nationwide interbank deposit and withdrawal, but you said no because you didn't know, which made us lose a group of customers. The password of Jika can be modified in any networked business institution of Jilin Rural Credit Cooperative, but it can't be modified in some places. The loan officers of some credit cooperatives even calculate the loan interest accurately, but they just don't understand what compound interest is, thinking that compound interest is a magical thing, and it is common to miscalculate the interest for customers. If customers go to him, they will be very confident. What makes you so confident? What is the reason? Ignorant and fearless! It is because they lack professional knowledge that they do not seek to solve problems, so they take it for granted. This behavior really shames rural credit cooperatives. Where to start with high-quality and efficient service?
Finally, strengthen learning, promote work with learning, promote learning with work, and improve service after work. "How can the knowledge of the canal be so clear? Only the source of living water comes "updated every day. If we don't study, it's like sailing against the current. Time never stops like running water. Today's knowledge may be out of date tomorrow. Knowledge changes fate, and wisdom creates wealth. It is impossible not to learn. Through learning, our abilities in all aspects will be improved, so as to better serve "agriculture, countryside and farmers".
How many things are never urgent, 10 thousand years is too long, seize the day! As long as we maintain high morale and tenacious willpower, strengthen our self-cultivation, improve our service level in an all-round way, and serve "agriculture, rural areas and farmers" wholeheartedly, even if the competition is extremely fierce; Even though I am outnumbered, I can't help asking: Who will fight for the service of agriculture, countryside and farmers?