First, smile is the introduction of civilized and high-quality service.
Smile is a declaration of self-confidence, a silent language, a window to employees' hearts and an effective display form of professional demeanor. She conveys friendly information, which is the most abundant, infectious and conquering expression in people's communication. The counter is the window of the bank, and the mental outlook of the counter staff represents the management level and image of the bank. Only a heartfelt smile can communicate with customers most sincerely and effectively.
Second, skills are the basis for improving service level.
As the old saying goes, "If a worker wants to do a good job, he must sharpen his tools first". Without excellent business skills and skilled operation skills, front-line employees of bank outlets cannot provide customers with perfect and fast services and do their jobs well. If it takes only half a minute for others to handle a business, but you need more than one minute, then no matter how you smile, you can't make customers recognize your service. Only by mastering skilled business skills can we be handy in our work and better provide convenient, fast and accurate services to our customers; In order to improve work efficiency and win the trust of customers.
Third, knowledge is a powerful guarantee for improving service ability.
People are often used to understanding service as attitude, that is, a good attitude equals a good service. In fact, service has a deeper connotation. Service providers must have good professional knowledge, law-abiding awareness and thoughtful, accurate, fast and efficient service skills. Knowledge is a powerful guarantee for improving service capabilities. Good professional knowledge comes from usual study and daily practice. We should attach great importance to combining what we have learned with practical work, learning in work, improving in work, experiencing in work, improving theoretical level in study and accumulating practical experience in practice.
Fourth, communication is an effective means to provide good service.
Experience with heart and be kind to customers, which is the foundation of good service. When the customer is satisfied, he will pass on his joy to others; If he is in a bad mood, he will also talk to others about the cause. This effect is not simple addition and subtraction, but spread in the form of n power. In some small details, it reflects not only us personally, but the overall image of our branch. Therefore, in our work, we should observe and understand the customer's mentality and specific service needs from the perspective of empathy, so as to sincerely communicate the customer's true feelings. From the customer's point of view, think about what customers think, worry about what customers are anxious about, and strive to do the best job.
5. Unity is an invisible force to enhance the overall service image.
It is fate to work and study together in the big family of China Construction Bank. Colleagues help each other, unite as one and give full play to team strength. Only by focusing on the collective and the team can we do all the work better. For example, when issuing loan business, all positions work together and cooperate closely, and Qixin can enable customers to complete the business in a very short time. For example, feed back the relevant information of loan maturity to the credit department in time in advance, and cooperate with the credit department to implement customer service work to satisfy customers. Only by maintaining team spirit, uniting and helping each other in daily business, thinking in one place and making efforts in one place can we do all the work better and further enhance the overall image of CCB.
Six, satisfaction is the goal of unremitting pursuit of service work.
Quality service is reflected in every small business and detail. Nothing is difficult in the world. I believe that as long as you are a serious and responsible person, sincere, confident and patient, handle every business seriously and receive every customer, you can make extraordinary achievements in your ordinary post. Excavate high-quality customers, retain old customers and strive for new customers. According to the different needs of customers, provide differentiated convenience services and support services to achieve quality services. When dealing with high-end customers or old customers, you should take the initiative to say hello to customers. If we can accurately address their surnames and positions to show their familiarity with customers, she will feel valued, thus narrowing the "distance" and possibly increasing our business tangibly or invisibly. For new customers who are in contact for the first time, we should do every business actively, enthusiastically, accurately and quickly, leave a good impression on customers, and have an inherent impulse to handle related business in CCB next time. Only by establishing a firm concept of high-quality service, mastering high-quality service skills, actively capturing high-quality customer information, and providing convenience for the president or account manager to further improve, track and maintain customers, can we achieve1+1> The effect of 2. Therefore, quality is reflected in every little thing and detail, in sincere communication with customers and in harmonious communication with internal departments, colleagues and leaders.