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Recently, the Shandong Banking Association hosted the grass-roots activity of "inheriting the red financial gene and keeping the original mission to promote development", and the Economic Herald reporter followed the interview group into the Liaocheng Branch of the Bank of Communications, one of the top 100 demonstration units of civilized and standardized services in China's banking industry, and listened to dong Cuancui, the winner of the National Financial May Day Labor Medal and the deputy general manager of the Gold Department (Consumer Protection Department) of the Shandong Branch of the Bank of Communications (hereinafter referred to as the "Shandong Bank of Communications") to talk about the "secret book" of the bank branch service improvement and consumer rights protection work.
"It's either on a business trip or on a business trip"
"It's either on a business trip or on a business trip." Dong Has a clear definition of his work. Qianjia, Baijia, five-star outlets... As soon as the demonstration unit creation work starts, she becomes a "passerby", running from one outlet to another. She used to run 12 cities in 8 days.
She is more like a "reclaimer" than a "leader." "When I came to the sales department of Liaocheng Branch in 2017, I had no clue what to create." Dong Xuancui recalled that all she was thinking about at that time was how to make the sales department of Liaocheng Branch stand out from many peer outlets.
Dong Cuan-cuan at the Sales Department of Bank of Communications Liaocheng Branch (right)
In Dong Xuancui's view, the formation of a "network culture with temperature" is the key to solving the problem. Solicit suggestions from the staff of the sales department, communicate with the old leaders of the Liaocheng branch and the old employees of the Liaocheng branch, find inspiration from the development history of the Liaocheng branch and the team spirit of the Liaocheng branch, and learn that the business department has gone to Hunan to help customers recover fraudulent funds when communicating with the driver of the branch, and accidentally found the local fraud gang, she will be this kind of service spirit of doing a good job and fully preventing and controlling risks into the cultural connotation of the business department of the Liaocheng branch.
Not satisfied with checking the information on the Internet to understand the history of Liaocheng, she visited the Liaocheng Museum and Cultural Center many times, asked the director of the Cultural Center to guide, collected letters and periodicals from colleagues such as letters and periodicals of the Communications Headquarters, and set up a historical and cultural exhibition area of the Bank of Communications in the Ward District of the Sales Department, which added a sense of history to the cultural connotation of the Liaocheng Branch Business Department.
In the end, the business department of Liaocheng Branch formed the service culture concept of "Water Delight Communication Bank, Perfection", which is intended to transform people's hearts and services with the quality and spirit of water, and to "be the best bank in the financial industry" as the goal, and strive to be perfect. The sales department of Liaocheng Branch also successfully established TOP 100 outlets in 2017 with the characteristics of "cultural leadership".
The successful establishment of THE BAIJIA branch has brought earth-shaking changes to the business department of Liaocheng Branch. When it was founded in 2017, liaocheng branch service assessment ranking jumped to the first place in the province, and since then, it has been ranked at the forefront of the province for many years, and its operating indicators have also stepped onto a new level.
Dong Xuanxuan during the creation of the demonstration network (right)
"Since then, we have insisted on integrating 'cultural creation' into the whole process of creating Qianjia outlets." Dong Xuancui introduced that in 2020, the "Sheng' culture of "Sunrise and Service First" of the Business Department of the Rizhao Branch of the Bank of Communications was created; the cultural theme of "Friendship with Virtue" of the Business Department of the Dezhou Branch was established; the service culture of "Jiaohai Xingshan, Free harbor" of Weihai Rongcheng Branch was formed; and the "Root And Ben" service culture of Weifang Shouguang Branch was excavated and refined.
"We have set up a demonstration unit to create a think tank to absorb various professionals. Promoting service improvement and solving consumer protection complaint problems have benefited from everyone's efforts. In the face of the Economic Herald reporter, Dong Xuanxuan couldn't help but boast about his "little partner".
"Take root in personal money, service consumer protection"
This year marks the 17th year of Dong's financial services journey at Shandong Bank of Communications, and the 11th year that she is responsible for the improvement of consumer protection services and the creation of demonstration units. Although the working experience is not long, she is an expert in consumer protection work, and in her own words, she is "rooted in a single gold and service consumer insurance".
The work of protecting consumer rights and interests is a trivial matter, but there is often "great wisdom" hidden in the "small things".
Before 2020, the number of credit card complaints has always been a major problem plaguing Shandong Bank of Communications, the number of credit cards in the branch is the second in the system, involving a large number of users, credit card complaints account for more than 80% of all complaints in the branch every year.
Colleagues complained, "Our credit card customers are too many, customers originally wanted to consult and reflect only small problems, may not want to complain, over and over again can not call into the customer service phone, the heart is on fire, small problems have become big problems." ”
Dong Xuancui exchanged service experience with the staff of the sales department Wang Yajie photographed
"Be good at finding difficult points, and dare to uncover pain points," Dong Xuancui said when analyzing the branch complaints, "Give us a special line, I promise to reduce the credit card complaint rate!" She carefully analyzed credit card complaints, went to the card center of the head office for many times to communicate and coordinate, said that it was difficult, set goals, and strived to open a fast and direct channel for credit card complaints for the branch.
In May 2020, Shandong Bank of Communications successfully applied for the establishment of a credit card complaint handling hotline. Credit card customers' demands were carefully answered by a dedicated line operator for the first time, and the customer's difficulties were solved quickly, the number of complaints decreased, and the customer experience was improved.
Handling a complaint is not the goal, it is the purpose to find problems from the complaint. Dong Xuancui took the lead in launching the retrospective rectification work plan, which aims to discover and solve the deep-seated problems reflected in the complaints. At the same time, she led the formulation of the implementation rules for the consumer protection review, implemented the requirements of consumer rights protection in the process of design and development of financial derivative products and services, and formulated the process, integrated the concept of consumer rights and interests protection, and conducted 285 consumer protection audits in 2020, continuously improving the awareness of front-end consumer protection. It is worth mentioning that as of the end of 2020, the two indicators of credit card and mobile banking MAU that she is responsible for rank first in the system.
Root down and grow wildly upwards. Since Dong Cuancui was responsible for the improvement of consumer insurance services in 2012, shandong bank consumer insurance service comprehensive evaluation has won the honorary title of "collective winning unit for consumer protection service improvement work" of the head office seven times, and the number of top 100, 1000 and five-star demonstration units in the annual selection of seven consecutive years ranks first in the same industry in the province. Among them, 4 outlets were rated as the top 100 demonstration units of civilized and standardized services in China's banking industry, 14 outlets were rated as the top 100 demonstration units, and 23 outlets were rated as five-star outlets. At the end of 2016, Dong Xuancui was elected as a deputy to the People's Congress of Jinan Shizhong District. In 2018, Dong Xuancui won the honorary titles of "National Financial May Day Labor Medal" and "Shandong Provincial Finance and Trade Financial System May Day Labor Medal".