Wang Qian, wealth manager of Lanzhou Railway Xincun Branch of Postal Savings Bank: Serve with heart and affection to win the trust of customers

"The epidemic has disrupted the rhythm of our customer service, but it cannot stop the postal savings bank's extended service tentacles at all times." Asked about the impact of the epidemic on work, Wang Qian replied.

Wang Qian is the wealth management manager of the Railway Xincun Branch of the Lanzhou Branch of postal savings bank. "There is no best, only better" - this sentence is her original intention since the beginning of the industry, warm, patient, thoughtful service let her harvest the most sincere feedback from customers. In the past two years since entering the industry, she has worked hard, with excellent results and shines in ordinary posts. In 2021, she won the title of "National Star Wealth Management Manager of Postal Savings Bank of China" and won the second place in the "Top Ten Wealth Management Managers of Gansu Branch".

Mr. Zhang is a seafood merchant in the market next door to the Railway Xincun Sub-branch, and when he first met, in addition to normal business, customers were unfamiliar with funds, wealth management and other products, and they were more repulsive. Faced with such a situation, Wang Qian was not discouraged. Knowing that Mr. Zhang often needs to use change to do seafood business, Wang Qian always helps him pay attention, and as soon as there is change in the cash area, he calls Mr. Zhang in time, and solves Mr. Zhang's difficulties in time many times. After work, she will go to Mr. Zhang's shop to take a look around, help, talk about the heart, use the financial pyramid, standard & poor's quadrant chart and other tools to explain financial knowledge for Mr. Zhang, and use the successful case of her own configuration to "show up" for Mr. Zhang. Time and time again, she has won the recognition of customers and won the trust of customers.

During the epidemic period, Mr. Zhang took the initiative to apply for fund products, and Wang Qian immediately guided customers to complete the purchase online, and finally successfully sold key non-monetary funds.

"Patient, enthusiastic, reassured and trusted. Now that I am used to it, I will find the little king of the postal prince if there is anything. Mr. Zhang said.

There is much more to that trust. Once, Aunt Wang, a pension agent, called Wang Qian at 10 p.m. and said that the child was in a hurry to use 50,000 yuan, but she did not know how to use mobile bank transfer. After understanding the situation, Wang Qian made a video call for the first time, patiently guided the online operation step by step, and solved the customer's problem in time.

"Xiao Wang is not only a beautiful person, kind-hearted, very affinity, older, looking for her to do business I am assured." Seeing other friends, Aunt Wang was always happy to introduce Wang Qian.

Customer praise is not empty. In her daily work, whenever the customer's product expires, she will always do a good job of reminding the memo, calling the customer a few days in advance to notify one by one, and arranging the next round of financial planning in time. In the face of middle-aged and elderly customers, Wang Qian will carefully do a good job of "mobile phone operation flow chart" to facilitate the use of elderly customers.

In the special period of the epidemic, after the closure of outlets, Wang Qian actively responded to the overall arrangement and deployment of the Lanzhou Branch of postal savings bank, always adhered to the financial frontline, in addition to mailing practical materials such as epidemic prevention kits and vegetables for customers, she also organized the establishment of online customer maintenance groups, held various online theme activities every day, alleviated customer anxiety, enriched customers' lives during the epidemic, and quickly solved various business problems of customers during the special period, winning unanimous praise from customers.

"I am the customer's financial planner, but also the customer's friend, only the most professional and flexible service, in order to win their trust!" Think of what customers think, anxious about what customers are anxious about, in order to truly create value with customers. Wang Qian said that now, the annual peak season marketing activities in the bank have begun, and she wants to sprint towards a higher goal through hard work, align with better predecessors, and actively strive to be the most popular person in Lanzhou Branch. (Yang Yaxing)