The business department of Shanyin Rural Commercial Bank takes the study of party history as the main line, improves the quality and level of service as the starting point and foothold, practices the party's mission, and strives to do practical things for the masses.
We adhere to the customer-centric, from the big point of view, starting from the small place, the service work "do fine", "do fine", "do real". Recently, the county disabled persons' federation to issue a special subsidy through the disabled people in my behavior, there are many disabled people to our bank to apply for bank cards, some of which have limited mobility, in view of this situation, our bank's business department specially arranged staff, with mobile terminals to verify the real identity of customers, for their on-site bank cards. This initiative highlights the humanized service of our bank everywhere and brings customers a feeling of "home away from home". At the same time, in order to facilitate the needs of the elderly, the disabled and other difficult and vulnerable groups, the lobby manager of our bank takes the initiative to provide business consultation, service guidance, solve problems for them, strive to open green services for special groups, and truly be a "caring bank" trusted by the people. In addition, in order to facilitate customers to inquire about the balance, transfer and urban and rural residents' various fee payment services, we vigorously develop electronic banking business through various channels such as joint village committees, streets, units, etc., hand in hand to help customers become familiar with and master the use of methods, to a great extent for our customers to provide convenience and speed.
In order to improve the service function, our bank conscientiously implements the practical activity requirements of "I do practical things for the masses". Combined with the actual situation of business operations, we will put the solution of pain points and difficult problems that customers care about in the first place. On the basis of traditional service facilities, our bank has implemented scientific partitioning services, and set up a special public window in the business hall to separate the public business and let customers complete their business needs in the shortest possible time. Because there is no barrier of bulletproof glass, in the process of handling business, customers can communicate and communicate face-to-face with tellers and operation supervisors, what are the blind spots in business, and face-to-face guidance, which greatly improves the efficiency of customers and allows customers to have a high-quality service experience. For our business outlets, to a certain extent, the diversion of customers, alleviate the anxiety brought by customers due to long queues, avoid the skills misunderstandings and blind spots in contact with corporate customers, and increase mutual understanding and trust in the conversation with customers, which can also help us find the right entry point, find valuable customers, and achieve "secondary marketing". No, the customer Wang Mou is a corporate legal person, often comes to our bank to handle business, and has established a full relationship of trust with us in many exchanges and communications. One day in the conversation, the customer revealed that there are a large number of funds need to enter the personal account, after discovering this opportunity, our sales department quickly moved, led by the teller, operation supervisor to study the matching products, and actively communicate with customers, hoping that he can deposit the deposit into our bank. However, for some reasons, our bank is not his best choice, but we are not discouraged, many times to communicate with customers, to the agreement deposit as a breakthrough, compared with the interbank interest rate, in the end, the customer was impressed by our careful, patient, quality service, recognized my behavior of its recommended deposit plan, the deposit of 13 million yuan into our bank.
Think what customers think, anxious customers can reach. Every employee of the sales department of Shanyin Rural Commercial Bank always adheres to the customer-centric service concept, treats every customer with the most sincere heart, wholeheartedly provides high-quality and convenient services, solves all difficult and complicated diseases of customers with a high sense of responsibility, and enhances the customer's sense of happiness and belonging.
Source: San'in Rural Commercial Bank Business Department
Author: Zhang Moulian
Editor: Ding Hongjian
Review: Ma Shijie