工商银行枣庄分行三项措施提升客户服务水平

Zaozhuang industrial and commercial bank branch in three measures of improving customer service levels

Zaozhuang since this year, icbc branch in order to "improve service quality year" activities for the gripper, to provide high quality, competitive products and services as the key, from concept, source, process, efficiency, quality, service elements such as brands, providing customers with "honour enjoy, specialized, standardized, rapid, wisdom and" excellent service, to ensure customers' satisfaction in icbc.

One is to improve the service level. In accordance with the "capacity, efficiency, and quality of the overall train of thought, continue to carry out the network service environment of management, service standardization construction, special projects and other work, strengthen construction management and JiaoHaoJi queue window management, regular grooming a longer operation is complicated, time-consuming, risk events, customer response is larger counter business varieties, clear specification operation, make improvement measures, to further enhance the level of standardization of counter services and business process efficiency, properly solve customers queuing problems. Continue to carry out the service star, sample site selection of station expert, activities, play a role of typical guide, drive the whole service level of ascension.

Secondly, optimize service process. On staffing, equipment integration, internal management norms, service, efficiency evaluation and so on the new standard, on the lobby service process, high quality customer recognition and green channel service process, self-help shunt flow, financial settlement service process, including service contents, personnel responsibilities, service guide, more jobs etc undertake unity and collaboration, raising the level of refinement in service management, increase customer recognition in network service ability.

Three is to improve counter service ability. Combining outlets business structure and characteristics of the flexible adopts the high and low ark services division, designated to handle special business window, comprehensive one-stop window service and optimize the teller labor combined in a variety of ways, such as reasonable partition ark business scope, pays special attention to the classification customer service and customer, at the same time of improving the efficiency of business to deal with, value-added service. With the aid of network "through train" training, strengthen business training, improve operation skills, reduce the remote authorization rejection rate and business focus return rate, further improve the efficiency of business at the front desk to deal with, improving customer satisfaction.

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