交通银行:服务——立行之本
为客户提供文明规范服务是交通银行生存、发展的银行根本,也是服务社会文明的重要体现。优质服务工作不仅对银行业务发展和社会形象的立行提高起着巨大的促进作用,而且服务质量的交通好坏,也直接影响到单位管理水平的提升和员工收入的提高,服务工作己成为员工最关心的银行热点问题之一。服务工作做的服务好,就会成为树立银行形象,立行展示员工风采的交通平台,如果服务做不好,银行就会影响银行形象,服务还会造成制约业务发展的立行瓶颈。
水清沟支行严格按照“客户至上始终如一”的交通服务理念,以美化营业环境为突破口,银行高标准、服务严要求着力营造良好的服务环境。致力打造“以市场为导向以客户为中心以效益为目标”的经营理念,促进员工行为规范的标准化、统一化,形成良好的服务“软”环境。一是要求员工身着统一、整洁的行服,面带微笑,以谦逊的态度笑迎四方宾朋,人人时刻处于最佳服务状态,为客户提供全方位的规范服务。二是对待每一位客户坚持使用标准普通话,切实做到来有迎声,问有答声,走有送声,努力做到听觉文明、衣饰整洁、举止大方,为客户提供一个受尊敬的服务环境。三是加快柜面服务节奏,为客户展现一个质与量的服务环境,创造出程序文明环境,将“主动、热情、耐心、周到”八字贯穿到“接待、办理、递交、送别”等细则中,给客户创造一个宽松的服务环境。
记得有这样一次,一位怒气冲冲的客户不知为何在大声吵闹,同事见状微笑着迎了上去,结果被问:“你笑什么?有什么可笑的?”同事的回答很机智:“老师,微笑服务是我们的基本服务准则”。一句巧妙地回答使气氛由凝重变成了轻松,这位同事耐心听客户讲述对个别业务的不理解后,她既不急,也不恼,依然面带微笑,并细致的向客户解释该业务的有关规定及业务操作流程,直到客户脸上流露出满意的微笑。通过这件事,我深深体会到:微笑可以缩短人与人之间的距离,真诚可以相互传递。只要你真诚的对待别人,别人也同样会感受到你的真诚。
水清沟支行致力于在员工中树立“以学习提高服务技能,以提高服务技能促进学习”的理念,加强员工的业务技能培训,使服务意识及服务水平能与时俱进适应业务发展的需求,还可利用推广新业务为契机,组织各专业培训,通过对岗位技能和创新意识的培训。不但提高了员工的业务素质,也使员工树立起爱岗敬业、服务客户的职业态度。水清沟支行也坚持做到每天从接待第一位顾客到送走最后一位顾客,工作的各个环节都要有统一、详细、明确的标准,使每位员工接待顾客有礼、有节、有度,处理业务规范、快速、准确,让顾客感到和谐、友爱、温馨。
银行面对千变万化的市场,面对客户千差万别的需求,大量的服务不是仅仅按照总行制定的操作流程去做就能做出来的,而是要靠每一位员工去创造,只有全行每一位员工把服务“深入人心”,把服务与各项业务流程的优化和产品创新结合起来、把服务与完成全年综合经营计划结合起来,新的服务措施、服务工具、服务手段和办法才会不断被创造出来。
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