From an ordinary teller, to a model of customer service, and then to an expert in the business field, Zhu Meiling, the customer service manager of the business office of the Changchun People's Square Branch of the Industrial and Commercial Bank of China, has been working at the three-foot counter for 27 years.
Ingenuity and craftsmanship to be the shining "screw" of the new era
Business answers, customer guidance, training staff ...... Every day, Zhu Meiling is the busiest person in the unit.
Serve the masses in the best state and first-class business, and aspire to "be a useful person to the people".
At the beginning of the work, when handling the deposit and withdrawal business for customers, Zhu Meiling found that the speed of counting money is fast, and customers can save waiting time. The time taken to handle the business is shorter, and the customer satisfaction will naturally increase. So, she began to devote herself to practicing her money counting skills.
It's not difficult to do one thing, but it's hard how to stick to one thing. She always had a stack of money-counting practice tickets in her bag.
"No matter when I go to or from work, whenever I have free time, I practice counting money. She counted the "money" when she took the bus after work, and counted the "money" while watching TV at home, which once became her normal life.
Hard work pays off. With her own persistence, Zhu Meiling has practiced the "hard kung fu" of fast counting and fancy counting. "Sometimes, I count the money and I get cramps. She laughs.
How fast did Zhu Meiling count the money? Counting 100 banknotes took less than 20 seconds, with an accuracy rate of 100%. "This speed and accuracy are considered the ceiling level of the 'money world'. A colleague commented.
Zhu Meiling has won the championship of the provincial and municipal banknote counting competitions of the Industrial and Commercial Bank of China, the first place in the single-finger single banknote counting competition of the Changchun Bank Staff Business Skills Competition, and the achievements and honors of "Daxing Craftsman" and so on...... Behind the honors are her hands scarred by the banknote counting practice coupons and the craftsman spirit of defying difficulties and striving for perfection.
In order to better serve customers, Zhu Meiling has also created the "five-step service method", "residual currency repair method" and "sign language service method" in the business field...... It is well received by our customers. In the office, a pennant sent by a customer with the words "Warm Service and Warm Home" is a testimony of her sincere service.
"Although the work is mundane and hard, to be a teller is to be a good teller with excellent skills. Zhu Meiling said that being able to stand on the front line of serving customers and be a good bridge between customers and banks makes her particularly passionate about this job.
"Torch" is passed down from generation to generation, and "serving the people" is practiced with dedication
In the "Zhu Meiling Model Worker and Craftsman Innovation Studio" of ICBC Changchun People's Square Branch, the "torch" torch of the 19th Asian Games in Hangzhou placed in a conspicuous position is particularly eye-catching.
On September 19, 2023, the torch of the Hangzhou Asian Games was passed in Quzhou, Zhejiang Province. As the 76th torchbearer, Zhu Meiling ran with the torch and passed the "torch" to the next one with full energy.
"The Asian Games torchbearers not only pass the torch, but also convey dedication and inheritance, hard work and hope!" Zhu Meiling said excitedly, "It inspires me to serve customers wholeheartedly, which is also the best interpretation of my life value." ”
Zhu Meiling, who has been engaged in front-line teller work for 27 years, is a model worker in Jilin Province, the "most beautiful customer service manager of ICBC head office", and the "big bank craftsman" selected by 440,000 employees of ICBC.
In October 2021, ICBC Changchun People's Square Sub-branch established a model worker and craftsman innovation studio named after Zhu Meiling. Under the leadership of Zhu Meiling, the studio gives full play to the business characteristics of accurate banknote counting, auxiliary currency counting, damaged currency identification and exchange, etc., to provide customers with comprehensive, standardized, civilized and efficient financial services.
"He who is not lazy is also the teacher of all good." Zhu Meiling gave full play to the role of model workers and craftsmen as "mentors" and actively organized business learning. Every time a new colleague joins the company, she does not hesitate to pass on her experience to them.
She has done her best to build a knowledge-based, skilled, innovative and practical workforce every time in the sub-branch's mentoring and apprenticeship, and the training courses of the branch.
Since the establishment of the studio, more than 10 members have won a number of honors in the head office of ICBC and Jilin Branch. At present, the studio has served more than 30,000 customers.
"My skills have been passed down to me by many masters. Zhu Meiling said, "I will pass on this spirit of 'passing on the torch' like the 'torch' of the Asian Games." Practice 'serving the people' with dedication.
The "Internet celebrity" of the service window is the "intimate sister"
In the unit, Zhu Meiling is the "intimate eldest sister" in the hearts of her colleagues. She started by mastering business knowledge and improving service skills, and worked hard to become a good teller trusted by customers, a good example admired by peers, and a good employee trusted by the organization. "When you go to ICBC, you will find Xiaozhu" has become the "mantra" of old customers.
Suffering from a serious illness, she survived radiotherapy and chemotherapy, became the first customer service manager of the Jilin branch of the Industrial and Commercial Bank of China to sell "precious metals" in kilograms, became the "Internet celebrity" of the service window, and became the first front-line teller in the province's banking system to serve in the hall with medals.
Zhu Meiling has never regarded herself as a patient, and the front line of the window is the arena she is most familiar with, "Work makes me happy!"
March 17, 2023 is a day that Zhu Meiling will never forget. That morning, while walking in the park, her mother died of a heart attack. Because she had already set to train the new employees of the unit, in order not to disappoint the employees, she came to the unit in the morning with grief and successfully completed the training that made her unforgettable with a smile.
"My mother often tells me that you must always put your work first!" Speaking of this, the strong Zhu Meiling shed tears.
"It is the organization that has given me love and honor, and I will dedicate them all to my beloved ICBC. Zhu Meiling said emotionally.
The road is simple, and the noblest spirit is often in the most ordinary cause. Ordinary and ordinary employees like Zhu Meiling continue to emerge in ICBC, and they serve customers with sincerity in their respective positions, showing the craftsman spirit of dedication, dedication, excellence, diligence and thoughtfulness.