Editor's note: Banks are inseparable from everyday life, and the every move of bank tellers working at windows represents the professional norms of the industry. Smiling at the world is the purpose of their service, and smiling is their symbol, which can resolve misunderstandings at work and narrow the distance between them and customers. From now on, The Public Network Poster News and major banks in Dongying City jointly launched the "You Smile Is So Beautiful" series of planning, with everyone to feel the power of smiling.
【Name】Liu Zhenjun
【Unit】Kenli Branch of SpDB
[Working experience] 3 years
Entering a bank job is Liu Zhenjun's dream since childhood, and he is very interested in finance, and chose to study finance-related majors during his schooling. From beginning to end, Liu Zhenjun believes that the bank is a financial hub that integrates thousands of financial services, from the scattered currency access to customers to the country's macroeconomic regulation and control are closely related to the bank, such an industry is in line with his interests and ideals, and he has obtained this job through hard work.
Usually, Liu Zhenjun's work is more comprehensive, cash access, change exchange, personal and company account opening, sales, hall customer service maintenance, self-service equipment loading and unloading, inspection, financial knowledge publicity and so on are his daily work scope. Liu Zhenjun believes that the most challenging thing in the work is how to deal with the different demands of different customers in a timely and effective manner, so that customers are satisfied. "Facing such a challenge requires our front desk staff to have good skills and business qualities, keen insight and coordination ability to show our best in a complex service environment."
When he first entered the industry, Liu Zhenjun found that at the end of each month, there was a grandmother to save money, not much each time, but needed the assistance of the staff. In the process of helping grandma save money, Liu Zhenjun learned through chat that grandma was old and alone, and came to the bank to save money because there were young people accompanying and talking, and she was happy. Liu Zhenjun encouraged Grandma to come to the outlets to see more. For three years, Grandma became a regular customer at the bank, and they also became Grandma's pistachios.
Liu Zhenjun believes that customers will not initiate difficulties for no reason, it is certain that the appeals have not been met or difficulties in life and work, generally he will do his best to calm the customer's emotions, and then guide the customer to tell the appeal and difficulties, small problems to help customers solve, big problems to help customers solve, with a smile and sincerity in exchange for customer understanding and respect. "Smiling is the simplest way we use to narrow the distance between people's hearts, and it is also the most pleasant body language in communication with everyone, whether it is the interaction of strangers or the contradictions between friends, a smile is enough." 」 (Reporter Li Xin)