来源:华夏银行 小编:朱岳 发布时间:2013年03月06日
内容导读: 方寸柜台、片刻时间、寥寥数语,华夏银行福州分行营业部柜员们给客户留下“感动”、存下“信任”。“一切为了客户”。一直以来,该行营业部以文明规范为基础,服务向更精细化、人性化方向发展,将服务标准定位于“提供的服务超出客户的预期”。
Huaxia bank: detail decides success or failure service achievements "thousand"
The counter, a moment of time, few words of heart, huaxia bank, fuzhou branch sales department clerk to the customer left "moved", save the "trust". "All for customers". For a long time, the bank business departments on the basis of civilized norms, services to develop in the direction of more fine, human nature, positioning service standards in the "to provide service beyond customer expectations".
In China banking association, "2012 China banking civilized norms services thousands demonstration unit" selection activities, the sales department again won the "thousand" title.
Huaxia bank fuzhou branch sales department is how to do this, let us open the sales service of the veil.
Visible "thousand" pay attention to every detail of services
"Hello, what can I do for you..."
At about 3 PM on February 28, and a customer enter the huaxia bank fuzhou branch sales department, the lobby manager smile, enthusiasm immediately stepped forward with clients. "To open card, how should deal with?" . Then the lobby manager to guide customers to fill in single, guiding him in accordance with the standard format to fill in, and by the number of deals with the kinds of business to the customer. "It's just a bank operating in one of the most basic services." Zhang Qin sales department deputy general manager, said in the business hall, all the employees have to do, to the needs of customers timely and accurate response, small to business consulting fees to urgent business to deal with; From a cup of hot tea, winter to summer of a cool drink, all want to let the customer feel the sincerity of huaxia bank and careful.
According to introducing, the sales department business area of more than 1000 square meters, the points of cash, non-cash, self-help bank rest services, wealth management center, customer waiting area, online banking experience zone, safekeeping service area, such as the seven areas.
Within the business hall is equipped with BaoKanJia, television, water machine, shoe machine convenient facilities. The floor marked position, set up a "carefully steps", "slide carefully" human identity, and has prepared an umbrella and convenient medicine cabinet for the customer.
Zhang Qin said, sales all the hardware facilities are in accordance with the "thousand" standard comprehensive upgrade, all of these smart, sweet, humanized prompt, is to build a good service environment, to the customers feel at home.
Invisible "thousand" eternal quality specification system
It is understood that the China banking services thousands demonstration unit of assessment standard of civilization involves network service environment, financial information and the information of the public, business type and processing efficiency, staffing, and spirit, service system and norms, management efficiency and quality of assets, such as six categories, including 58 small projects. Huaxia bank fuzhou branch sales department for two consecutive times won the title of "qian jia is how to do? "Everything for customers! Zhang Qin said, in order to ensure the quality of service, for many years, the ministry has been sticking to an assembly system, every morning before going to work, with 15 minutes of time, emphasis on service idea to employees, and check their grooming each other, let all the staff in in an orderly way to start a day's work. Every Monday night, the ministry held a meeting to work summarizes and comments on last week, if less than timely remind found rectification, deployment tasks this week. Service analysis every month.
In addition, the lobby manager three times a day service for inspections, and form the log. Sales department in charge of the leadership also check three times every day. A week to read the surveillance video, the lobby manager, teller, marketing personnel, financial personnel operation specification.
Accept mystery customers every month in addition, branch investigations, huaxia bank head office each quarter will arrange the mysterious customer investigations, to found the problem, and constantly improve the service level.
Not only that, in order to ensure the employee service in place, all the time over a long period of time the department insist on and perfect, at present has formed the service routing, will receive the customer's every detail into the "moving service" category of huaxia bank, the customer demand as its direction, take the path of quality development, efforts to create a boutique bank.
Characteristics "thousands" of the elderly, the disabled enjoy special services
To better serve customers, huaxia bank, fuzhou branch sales department on the quality of service at the same time, pay more attention to service innovation. It is understood that the branch sales department set up the elderly, the disabled service counters, provide with the VIP customer services of the same magnitude.
For the elderly clients, business hall inside not only equipped with reading glasses, filling the lobby manager will offer in the single service, help fill in the document; For people with disabilities, outlets set channel for the disabled, disabled people freely in and out of convenience. "We will use sign language commonly used for each of the employees here, can the simple communication with deaf people." Zhang Qin said, in order to better serve the special group, the department invites professional sign language teacher for many times, to the teller and the lobby manager to teach simple sign language, such as "hello, what can I do for you", "sit down please", "please check", "take care", etc., improve the ability to communicate with specific customer group.
Zhang Qin, for example, one day in May last year, business hall to a white-haired old man, pointing with the hand, assiduously mouth constantly muttered. Teller Zhang Rongfang immediately use sign language to said hello to him, and beckoned him personally. After a series of sign language, the old man take smoothly to 50000 yuan in cash.
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