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As a service-oriented financial institution, banks' high-quality services play a vital role in the survival and development of the industry. Winning the competition among banks ultimately depends on the service quality and efficiency of banks. 2 1 century is an era of emphasizing service and paying attention to customers. Service is the basis of marketing and the bridge and link between products and markets. At the same time, as a part of society, banks also shoulder corresponding responsibilities. Banks have the responsibility to provide quality services to customers, so where does the sense of social responsibility start? Besides operating in good faith, providing high-quality financial products and services, effectively meeting the needs of financial consumers and safeguarding the legitimate rights and interests of financial consumers (including corporate customers and individual customers), what else should banking financial institutions do? As a bank employee, it is my duty to do my job well. However, this position is actually the beginning of my own career and a part of the overall career of Bank of Communications. We should combine the two to achieve * * * growth * * progress and create individual and collective * * * brilliance. Practice quality service and innovate service concept.
The reputation of a bank comes from its service quality. Excellent service flattening is not only the specific requirement of the development of market economy for banks, but also gradually becomes one of the important contents of a bank's core competitiveness, which greatly affects its future development prospects.
Service is the practice of "customer-centered" business philosophy, and it is the behavioral interpretation of respecting and treating customers' corporate ethics and humanistic feelings.
First of all, excellent service is the key to establish the credibility of our bank. At present, the concept of "customer first" has spread to every corner of society. All employees who choose high-quality service for customers should establish a correct and scientific service concept and truly consider customers. A successful entrepreneur once wrote such a philosophical equation: 100- 1=0, which means: service personnel.
Secondly, improve service attitude, provide satisfactory service and win the trust of customers. In fact, it did not increase much cost, but improved customer satisfaction. With the improvement of people's living standards, quality service plays an increasingly important role in the competition. The famous saying "Attitude is almost everything" is well known. Without the right attitude to work, you will have nothing. Quality service is not only important, but also challenging. Providing naive service is more than just saying "hello" to customers. I think a person who can do a good job in quality service should be a generalist. On the one hand, he should restrain the ability of financial products to solve problems, and more importantly, he should handle the relationship with customers well. He should not only be able to solve problems, but also advise customers to be satisfied. Psychological satisfaction, that is, the feeling of God, is particularly important.
Thirdly, we should be good at grasping customer psychology, meet customer needs at multiple levels and from a wide angle, and be truly excellent.
In the work of quality service, we will achieve "no one has me, no one has me, and no one has me" to continuously improve customer satisfaction. Form customer loyalty, and then enhance the bank's ability to continue to make profits. This requires us to accumulate experience in continuous learning, and we need to make real efforts to truly "worry about what customers are anxious about and think about what customers think". We have a clear service attitude and professionalism, with only one goal: to satisfy customers and create maximum benefits for Bank of Communications. Through our knowledge, our work, and excellent business skills to provide customers with humanized services.
Service first, sense of responsibility is greater than interests.
With the occurrence of financial crisis and the requirement of harmonious social development, people's voice for bank social responsibility is getting higher and higher. Practicing social responsibility is an inevitable choice for banks. The bank's conscious fulfillment of social responsibility is in parallel with its commercial operation, and it is also the core element to realize its own sustainable development and gain competitive advantage.
Since 20 14 was successfully listed in Hong Kong, the bank has vigorously promoted the construction of corporate culture with "responsibility, innovation and transcendence" as its core values. The core of this culture is the culture of responsibility. Bank of Communications adheres to the service concept of "service prospers the bank" and regards it as a basic corporate responsibility to provide customers with personalized services with modern flavor and humanistic spirit. This responsibility reflects the Bank of Communications' respect for customers' business choices and consumption behaviors, as well as its profound introspection on the essential attributes of the banking industry.
Internally, our business operation and internal management are streamlined, and all business lines have very clear responsibility chains. The last link of these responsibility chains is service, which is not only the last link, but also the final evaluation of other responsibilities. Service is not only a powerful weapon for market competition, but also the ultimate embodiment of comprehensive management level.
Externally, the bank has always advocated the purpose of "first-class work efficiency, first-class service quality and first-class bank reputation", and constantly introduced various service measures such as smiling service, standardized service, convenience service and door-to-door service: although it is an umbrella, it is only a pair of reading glasses, although it is only a cup of hot water? Now it seems that these may be insignificant, but the true colors of banks as credit intermediaries and civilized windows are presented to the public, which is also a manifestation of our social responsibility.
The establishment of the concept of responsibility culture, to a certain extent, marks the internal driving force of the banking industry to improve service quality and the maturity of corporate citizenship to fulfill social responsibilities.
Service is the embodiment of responsibility, which is also the Bank of Communications' personalized interpretation of the purpose of financial enterprises and its accurate positioning of its social role. It is also the oath and declaration of Bank of Communications to build a first-class international publicly-held bank and build a service brand.
Set up my own business, exchange business
With the exercise and growth in the society, I am thinking about my future life in my late thirties.
Road, work is your own business, which is closely related to your own growth and future development, so you must go all out to do it. Work is not only a means to make a living, but also the best platform to prove your social existence and self-worth. Therefore, you should regard it as the most important part of your life. Doing everything well at work, completing every task and laying a solid foundation for your career is such a good one for our bank.
Young employees are the fresh blood of the bank. They should begin to understand their personal value and how to realize their social value while serving the first and keeping their responsibilities in mind.
First of all, we must get rid of the ideological imprisonment of "watching the stalls and ensuring the rice bowl". We should not just spend mediocre time at work and work passively, but should form the core concept of "four haves", that is, the corporate values of "wealth and pressure, honor and disgrace * * *", the moral values of "dedication and honest service", the market view of "unlimited business opportunities, giving full play to talents" and "never giving up"
Secondly, we should set up the working goal of "four no four satisfactions", that is, no complaints, no mistakes, no disputes and no exposure in daily service. The "four satisfactions" should achieve customer satisfaction, self-satisfaction, system satisfaction and social satisfaction, and eventually become our service brand, which I will take as my career goal.
Finally, we should combine our profession with the highest goal of the collective, regard work as our mission, work with great enthusiasm and mission, be spontaneous, wholeheartedly, conscientiously, be responsible for ourselves and contribute to the collective.
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Service embodies responsibility, and responsibility is the foundation of career. Constantly innovating service concept and improving quality service are not only responsible for customers, but also the best embodiment of taking social responsibility. As quality service has fulfilled its social responsibility, I believe that personal career development and Bank of Communications' career in the financial field will flourish, because they are closely related and complement each other. I believe that under the leadership of the Bank and with the joint efforts of all staff, the Bank will definitely become a "three-excellent bank" with excellent service, excellent reputation and excellent performance. Let's join hands to create a brilliant tomorrow for you, me and all of us!
Chapter II: Talking about Banking Services With the rapid development of the banking industry, it is very important to strengthen the service of bank tellers and improve the level of counter services. Based on the experience of working at the counter of Agricultural Bank of China, the author talks about his own ideas from the aspects of service consciousness, service concept, service skills and external supervision.
First, the change of service consciousness.
(a) the service is active
Service should love the line, love the post and be close to customers. Loving banks and jobs is the driving force for tellers' work and improving service quality. The object of service is customers, so the basic content of service is to deal with interpersonal relationships. Tellers should master the skills and serve attentively, and will always convey understanding and happiness to customers.
(2) Service is work.
Only by establishing the concept that service is work, can we provide all-round high-quality services to our customers under the premise of abiding by national laws and regulations and financial system, can we properly grasp the scale, adhere to principles and exercise reasonable restraint, and can we make the real high-quality services deeply rooted in the hearts of the people.
(3) Service should focus on dedication.
Counter staff should be honest, sincere, willing to contribute, considerate of customers, solve their practical difficulties, give full play to their imagination and creativity, and bring business help and spiritual happiness to customers with their brains and hearts.
Second, the innovation of service concept.
(A) Careful+Professional = Surprise Service
Tellers need to know what customers want; Tellers should think of what customers expect and know what customers don't expect. At work, the bank counter staff should insist on welcoming guests with a smile, seeing them off warmly and keeping polite language. When dealing with customers, we should be good at understanding customers' needs, trying to figure out customers' psychology, and make the service watertight.
(b) Patience+question feedback to meet the needs of every customer to the maximum extent.
I often meet some customers who are not familiar with financial business, but want to know about it. They will keep asking questions in the process of doing business, and we need to answer them patiently. This kind of communication is actually a way for both sides to increase their knowledge, and it is easy to establish a trust relationship.
(3) Work happily and deliver positive energy to customers.
Counter work is tedious and boring, and it is inevitable that customers will make things difficult and suffer inexplicable blows. Without a correct and good attitude, it is difficult to carry out the work smoothly. Counter staff are the image spokesmen of banks, so they should learn to keep a cheerful mood and convey positive emotions to face-to-face customers.
Third, the improvement of service skills.
(1) Know yourself and know yourself.
Familiar with business. When developing service and marketing, bank tellers should fully grasp the performance and characteristics of products and provide marketing services, so as to be concise and get twice the result with half the effort. Service standards should be system-oriented and non-discriminatory.
Familiar with the customer's personality. Understanding the customer's personality is the lubricant for bank tellers to carry out service and marketing work. In their work, they should pay attention to study and ponder the psychology of customers, and grasp the language and form of service according to their age, gender, educational level and nature of work.
(2) Mastering superb service skills.
Learn theoretical knowledge. The theoretical knowledge of tellers is the basic skill of service work. In daily work and life, tellers should actively participate in various business trainings organized by banks, carefully and systematically study relevant theoretical books such as economics and finance, actively learn and draw lessons from advanced service concepts and experiences at home and abroad, constantly enrich service connotation and optimize knowledge structure.
Improve work skills. Teller's technology and operation skills are the hardware foundation for good service, and they should be not only proficient, but also refined. Excellent operation skills are the fundamental guarantee of high standard service. Tellers should often receive training in basic skills such as counting money, copying summons and computer operation. Banks can regularly organize business skill competitions, select technical experts, give appropriate rewards, encourage employees to study hard and practice hard, and promote the continuous improvement of work efficiency.
(3) Services should be in place carefully.
Introduction of new business varieties in place. Tellers should be good at capturing customer and market information, providing customers with various business consulting services according to customer needs, and actively promoting various new businesses and special services. When the new product is launched, it should be matched according to the customer's understanding and mastery, combined with its characteristics and product selling points.
The needs of different customers are in place. Facing the growing customer base, tellers should carefully analyze and study customer psychology. To treat high-quality customers, we should adhere to regular return visits, timely understand and master the changes in customer needs, and adjust customers' financial service plans in a targeted manner to meet their individual needs.
Fourth, the promotion of external forces.
Strengthen the inspection and supervision of counter services. Business outlets should often carry out self-inspection of counter services, and rectify in time when problems are found. In view of the problems existing in counter service and customers' opinions and complaints, summarize experiences and lessons, take effective measures after careful analysis, and implement various rectification requirements.
Increase the reward and punishment for counter service. Explore the establishment of advanced service mode, actively carry out selection activities such as "service star" and "service demonstration window", train high-quality civilized service tellers, summarize and publicize, exchange and promote the typical deeds, experiences and practices of outstanding counter groups and tellers, and promote and promote the service brand building of the whole bank.
Chapter 3: The competition of banking services in the financial industry today is not only the reputation competition between banks, but also the multi-source and systematic competition of quality services. Whoever has a good reputation and excellent service can better meet the needs of customers at different levels. In the increasingly fierce competition of banking business, in order to win the market, we must pay attention to efficient and high-quality services while constantly introducing new products, and the fundamental purpose of efficient and high-quality services is to "leave convenience to customers". Service is a management. The improvement of service level must rely on strict, standardized and scientific management, but in practical work, people often understand service as attitude, that is, a good attitude equals a good service. In fact, service has a deeper connotation and is closely related to the implementation of rules and regulations.
Service is a management. The improvement of the level of high-quality civilization inevitably requires strict, standardized and scientific management, and strict and standardized management can improve the level of high-quality civilized service. High quality and civilized service reflects the management level of a bank. Therefore, banks should strictly rely on the management system in the process of implementing high-quality and civilized services. This includes work norms, dressing the, gfd, civilized language, telephone language, etc. All these should form a system and become the code of conduct of every employee, which should be strictly implemented. Service is a kind of culture. The construction of bank service culture system should include: employees should have the service spirit of love and dedication, the morality and values of service first, and the unique entrepreneurial spirit of selflessness, unity and hard work, which can enable bank employees to establish risk awareness and income awareness, so as to give full play to the incentive function of this service culture. Service is a kind of spirit. The core content of civilized and high-quality service activities of banks is to guide employees to establish correct
Values, professional ethics, professionalism, young and honorable service concept, and professional ethics with reputation first, quality service and honesty and law-abiding as standards. To establish and improve employees' service consciousness and behavior, it is necessary to establish customers. First, the concepts of active service and overall service.
The core of banking service is to maintain and strengthen contact with customers. Therefore, the Bank should always take customers as the center and adjust itself, and its service should shift from simply dealing in financial products to maintaining and deepening contact with customers. It is not enough to just pay attention to meeting the needs of customers. We must also study the complex factors behind customer needs. Only by firmly grasping the core of maintaining the relationship with customers, taking the market as the guide, and meeting the multi-level needs of customers with high-quality and diversified characteristic services, can we obtain the sustained power of our own development. The concept of "customer" is a concept of "big customer". Not only the customers directly served by the bank, but also the departments that have a restrictive relationship with the banking service and even the employees of the bank itself should be regarded as customers. Therefore, when dealing with the relationship with customers, banks should establish the awareness of big market and big customers and the concept that "service is a whole process". Establish a new relationship between banks and customers, coordinate and manage the factors that restrict the relationship with customers, and enhance the stability of customers. Without good service as a guarantee, even customers who are temporarily sidelined may run away, so strengthening and improving service awareness is the premise of developing high-quality and civilized services. High-quality civilized service is related to the image of the bank. Therefore, it must be carried out in an all-round way, with full participation. In this way, our employees can be consistent in all aspects of their work from receiving the first customer to sending the last customer away every day.
A detailed and clear standard is that every employee receives customers politely and moderately, and handles business in a standardized, fast and accurate manner, so that customers feel harmonious, friendly and warm. Therefore, doing a good job of service is related to the social image of the bank and affects the all-round development of various business activities of the bank. Therefore, all institutions, departments and employees of the Bank should support and cooperate with each other, enhance their service awareness, take the overall situation into account, give full play to their overall functions, and strive to improve the service level and quality of the whole region.
We should always make unremitting efforts to provide quality services. Besides formulating and implementing various systems, we should also strengthen the supervision and inspection mechanism. There is no end to high-quality civilized service, and the emphasis is on persistence and implementation.
Chapter 4: China Bank Essay China Bank, the place where dreams begin.
Out of the ivory tower, with their own dreams, joined the Bank of China. When I first joined China Bank, I smelled like a student, and I felt everything around me was fresh. With joy and curiosity, I am full of enthusiasm and ambition to think about how to change my role and integrate into this big family. I have my own dreams since I was a child, and I want to be sure. Every time I do something, I hope to get recognition, a compliment and a smile from the people around me. This is also recognition and great encouragement for my work, so that my value can be reflected in my post. This is my little dream.
Time flies, time flies, and in a blink of an eye, I have been starting a business for four years. In the past four years, like other colleagues, I have enriched, progressed and matured. Our growth reflects the development footprint of China Bank! It is the corporate culture and the spirit of pursuing excellence of China Bank that lead me to move forward step by step! In their own posts, constantly practice their dreams and do their jobs well. Whenever I finish a task and do it well, the positive words of leaders and colleagues inspire me to keep moving forward. In my own business, I also use my sincerity to face every customer. When the business is completed, a smile, a thank you and a slight nod from the customer are all affirmation of my work, and I will feel satisfied in my heart and my dream will be realized step by step.
As I said, teenagers dare to dream. Dreams don't come true automatically, and they can only come true by their own continuous accumulation and down-to-earth efforts. Youth is the prime of life, and it is the time to inspire youth. We must live up to this era and live up to the word youth. "Young people are the most energetic and have the most dreams. Youth makes the country prosperous, and youth makes the country strong. " Bank of China is opening its broad mind, and let me sharpen my wings and spirit here. We young bankers should dare to be the hope and kindling of China Bank's prosperity, realize their own value, spread the sweat of youth, make persistent efforts in their posts, pursue their dreams and create a better future.
While you are still young, live up to your youth, and continue to bear the burden!
While still young, live up to your youth and struggle passionately!
While still young, live up to your youth and pursue your dreams!
Bank of China, dream of sailing!
Chapter 5: The Postal Savings Bank in My Eyes-Two days before the composition, I went to the Postal Savings Bank to withdraw money and met Xiao Chang, the financial manager. She told me excitedly, Aunt Zhang, we have an essay activity here. I know you are a cultural person. Do you think you are interested in participating? When I asked, I wrote something about my feelings about the Postal Savings Bank, mainly about the activities of our pension customers. To tell you the truth, I really didn't want to attend at first. I am too old to write these things, but I was moved by Xiao Chang's words and said that I could write some plots or unforgettable things about you and our bank in recent years. Besides, you have been receiving a pension from us for 65,438+00 years. You are also a witness to the development of our bank, and you must have a lot of feelings. This statement reminds me of me and the postal savings!
I am 63 years old, and I have received a pension for 8 years in the postal savings. In fact, I have dealt with the Postal Savings Office eight years ago. When I was young, I cut in line in Xinjiang, contacted my family in the savings office by writing letters, reported my family's safety, and sent parcels to each other. After living back and forth in Beijing, the child was admitted to Shanghai University. Go to the savings office to remit living expenses to the children every month. Now I go to the Postal Savings Office to get my pension every month. Sit down and think slowly. It seems that the Postal Savings Bank has become an indispensable part of my life!
Postal savings have always given me the feeling of caring service since I was young. The attitude of the staff is always so enthusiastic and there is no sense of distance. It is really the bank of ordinary people. Moreover, every time I go to the postal savings, a staff member will ask me what business I am dealing with or what I need help with. The text is simple and makes people feel.
Comfortable. I also do business with other banks. Although their environment is relatively good, spacious and bright, and advanced equipment, it makes me feel cold and lonely, and postal services make me feel at home.
In fact, after decades of development and change, postal savings are also changing. It turned out to be a small savings office of dozens of square meters. Everyone lines up for business. Now it is a spacious and bright business hall with comfortable seats waiting for telephone processing business. It used to be that the post office could only deposit and withdraw money when sending letters and parcels, but now you can also buy wealth management products at the postal savings. Of course, I bought some and made a lot of money. Originally, I had to wait in line at the savings office and ask the salesperson to help me check whether the money had arrived. Now I can pick up the phone at home and check how much money is in my account. Some time ago, the Postal Savings Bank sent me a short message informing me that whenever the money in the account changed, it would send a message to my mobile phone, saying it was free. Just because I am a pension customer of the Postal Savings Bank, it seems that the Postal Savings Bank is really a Huimin bank. Now as long as my pension comes down, my mobile phone will send out a beep message. Because of this, I also asked my daughter to teach me how to read information.
In short, thanks to the Postal Savings Bank and its staff for their thoughtful service from beginning to end. I wish the employees of the Postal Savings Bank a better working life and a brighter future!