Doing a good job in service is a comprehensive job that affects the social image of the bank and the various business activities of the bank. In order to respond to the requirements of the superior bank, improve the overall service level of the bank, strengthen and improve the service awareness, shape the good social image of Agricultural Bank of China, and promote the development of civilized and standardized services, the party committee of the bank decided to carry out this evaluation activity of high-quality and civilized services. The specific programme of activities is as follows:

I. Purpose of the activity:

Through the "Quality and Civilized Service Selection" activity, we advocate advanced service concepts, build a service experience exchange platform, and improve the overall service quality and level. 3 bank quality service implementation plan 3 bank quality service implementation plan. Standardize service behavior, promote the development of our service in standardization and standardization, enhance the service awareness and professionalism of employees, and strive to make our service work reach new heights in terms of service environment transformation and optimization, service system innovation and improvement, service content and means expansion, service efficiency and quality improvement.

Second, organize and lead.

The selection activities were organized and led by the party Committee of the bank, and a selection team for civilized and standardized service selection activities was established. Members are composed of branch presidents, vice presidents and managers of various departments and offices, and the customer department is responsible for organizing the daily affairs of the selection activities.

Responsibilities of the selection team: study and formulate the work plan of the selection activities, and be responsible for organizing the implementation; In accordance with the established service standards and selection methods, organize the assessment, inspection, evaluation and publicity in the selection activities.

Third, the assessment content

With reference to "China Convention on Civilized Service of Banks" and its implementation rules, the service quality is evaluated. The main selection contents include:

(a) Professional ethics and conduct of employees;

(two) the service skills of employees;

(3) the service environment of the business outlets;

(four) the provision and maintenance of self-service equipment in business outlets and the counseling and use of customers;

(five) the implementation of the basic norms of service;

(6) customer service management in the lobby;

(seven) anti counterfeit propaganda work;

(eight) the exchange of old coins and small denomination notes;

(nine) service supervision and complaint acceptance;

(10) Polls.

Fourth, the identification method:

The evaluation methods mainly include clear investigation, unannounced visits and watching videos. The selection activities should adhere to the principle of "strictly selecting the best", evaluate the boutique outlets and establish advanced models. Appraisers should adhere to the principle of "openness, justice and fairness", be meticulous, check item by item, score carefully, and form evaluation scores realistically.

Verb (abbreviation for verb) Activity time and steps:

(1) preparation stage: 20xx 165438+ 10/-20xx165438+10. The specific task is for all units to hold a staff mobilization meeting, organize the study of relevant documents, unify their thinking, raise awareness, and mobilize all cadres and workers to actively participate in activities with full enthusiasm. All units should train all employees in the basic norms of civic morality, civility and courtesy, standardized service and business knowledge.

(II) Appraisal Competition Stage: 20xx 165438+ 10/20xx65438+February 20th. The specific task is to carry out the creation activities. All units should take "serving the people and contributing to society" as the theme and promote the extensive and in-depth appraisal activities according to the standards of quality and civilized service. The selection team regularly and irregularly visited each unit for inspection and appraisal, and selected 1-3 boutique outlets.

(3) Summary and commendation stage: 20xx65438+February 21-20xx65438+February 30; The specific task is to commend and reward the selected boutique outlets, and all units conduct self-examination on the activities and rectify the problems exposed in the inspection and appraisal within a time limit.