工行红河牡丹支行：特色服务拉近与客户距离

Honghe icbc peony branch: the characteristic services relates to customer distance

A few days ago, yunnan banking association held a commendation congress, the banking civilizations standard service demonstration units for recognition, the industrial and commercial bank of China branches in yunnan province has 14 branches won the "2012 annual yunnan banking civilizations standard service provincial demonstration unit" title. Among them, the red river peony subbranch of a bank is to acquire the honorary title of the unit. Recently, the reporter comes to icbc peony branch honghe the matter for an interview.

Good environmental services customers constantly

"Do you need to deal with what business?" The reporter just to the business hall, the bank staff will smile to ask. Into the business hall, the business environment warm and elegant, concise and practical, let a person shine at the moment. Cash area, non-cash area, self-service bank service, online banking experience area, customer waiting area, financial room, VIP room distribution be clear at a glance, counter clean and tidy, facilities humanization is reporter the first experience. The hall has marked service guide, the staff to wear uniforms, unified hairdo, unified listing mount guard, unified civilization terminology. Two of the lobby manager is responsible for the customer shunt guide, patience, help customers to use the automated equipment. Through hanging on the wall customer message thin, received many -- "peony branch a clean and tidy environment, the staff was full of spirit and business process convenient and fast", "peony branch staff service attitude didn't have to say, welcome to, the in the mind feel very warm", "staff to deal with business very seriously, speed is quick, shorten the waiting time"...

Improve the service level is "ever-victorious magic weapon"

According to the icbc practice, peony subbranch of a bank is generally specializes in credit card business, icbc red river branch service and brand office director ZhongYiMin told reporters: red river peony subbranch of a bank is red river branch in state associated move back after a new excellent service, positioning high comprehensive core competition in the local network, and take the lead in put out a lot of customer service of the new measures, make its become red river branch to serve the society, reflect good service quality of a beautiful window.

The reporter interviewed honghe peony subbranch of a bank President ZouWenYou, zou President introduces to the reporter, red river peony branch in July 24, 2009 start business, the existing staff of 16 people, customer manager two, the operation indexes in the forefront of the network and all. The bank's performance and work also has been affirmation and praise, 2010 by head office awarded "youth civilization"; In December, the bank is yunnan banking association awarded the banking civilizations standard service "of demonstration unit" title; In July, to pass the yunnan banking association awarded banking civilizations standard service "of demonstration unit" title inspection acceptance...

Chat to obtain these honor, ZouWenYou a face of pride. He told reporters, icbc peony branch is located in the red river is located in the center of the city of promoting new old town. Around one kilometer range throughout the construction bank, agriculture bank, minsheng bank and bank business network, and the competition is very fierce. "In such fierce competition environment in an invincible position, the first thing to do is to constantly improve their service level, the anxious customer need, want to from the customer's perspective, this is a magic weapon" winning "".

Push the characteristic services into LanKe "trick"

To improve the service level, have to mention is peony subbranch of a bank service innovation measures. In this many measures, press the deepest impression is the use of national language communication close distance. According to the bank standard service requirements, all employees are to use mandarin service customers, however, peony subbranch of a bank is not so. "In minority nationality areas, ethnic minority customers to deal with business, hear their own language will be very kind." Zou President said. The reporter understands, zou President although is the han nationality, because was born in minority areas, more than 80% of the hani words can tell, and can speak simple hmong and yis and branch staff, there is also a hani and yi. In order to be able to give more local residents to provide services, under the leadership of President in zou, employees began to learn from each other minority language. Zou President with a joke said: "maybe a hani language, can bring a group of hani customers!" , it seems, the peony subbranch of a bank is the special service as LanKe "signature style".

Two hours of interviews, and zou President conversation is interrupted, now have to deal with business, to consult the financial products, also have to prove a homely, as zou President said, "many customers have become old friends". Perhaps it is the peony branch the dribs and drabs service details, condensed the person...