怎样提升农业银行服务质量

How to improve the quality of service of agricultural bank

In recent years, due to the capital market hot, banking, public finance varieties increase consciousness enhancement, the bank teller factors such as business is very busy, long queues of phenomenon is more prominent. Our proposed combining the working practice, how to improve the agricultural bank service quality talk about some ideas.

A, improve service quality, must build good service environment. The soft environment and service environment of the main points of the hardware construction, should be based on long-term, according to the customer the demand of diversification, as far as possible setting the yuan, foreign currency cash service area, bank card finance area, non-cash and personal financial management services, self-service area, VIP service, etc. In addition, still should be in the business hall add duplicator, books and periodicals frame, water dispenser, rain gear rack, played background music, etc., let the customer feel comfortable, in a good mood, feel to Banks do business is a kind of spiritual enjoyment.

Second, improve service quality, must establish the idea of take the customer as the center. We need to from "product as the center" to "take the customer as the center" transformation, vigorously develop the high quality customer. Such as through the establishment of high-quality customer file database, careful collection quality customer information, such as customer birthday, hobbies, family, etc., using a variety of ways and the high quality customer contact and communication, the holiday greetings and best wishes for the customer to; At ordinary times often held various discussion, listen to the client, and improvement. The key customers, have important information such as financial lectures, national debt sales, launch a variety of financial products, all want to tell them in time.

Three, improve service quality, must improve the image of the personnel map. The bank teller personnel's image and behavior to the customer service quality evaluation has a great influence. In the bank at the front desk service, the staff image behavior are the client in the eye, will greatly affect the customer's evaluation of the services. Bank service staff image (including clothing, apparel, temperament, etc) and behavior (including service consciousness, professional skills, social skills, attitude, etc.) can also affect the customer to accept the perception of service quality, customer service staff is often the image and behave as evaluation standard of service quality. Just think, when a customer lined up for a long time team, to your window to handle business, see is a blank face how would it feel to heart. Often a word wrong, will become a strife. On the other hand, if we can do this, a smile, "three" service, it can give the customer some psychological comfort.

Four, improve service quality, have to motivate their enthusiasm service. To establish and adapt to the commercial operation of the income distribution mechanism, give full play to the leverage of salary incentive effect, maximum limit arouses counter staff's enthusiasm, initiative and creativity. According to the quantity, quality and performance hook principle, to counter the personnel both quantitative index, and quality index assessment method, the distribution of wages in the portfolio assessment, verifiable cash receipts and payment amount, the number of transactions passing through the archived, deposit rate, etc. In the service quality evaluation, assessment work error rate, customer satisfaction, etc., especially for customer complaint, it is ascertained that the teller personnel factors cause, serious processing. To counter staff in complete the job at the same time the development of the marketing business, also should according to remuneration standard rewards, to encourage the enthusiasm of the staff map business.

Five, improve service quality, must be good at resolving conflicts. In the front desk service, often run into some of the more difficult problems, such as computer malfunctions and confiscate the forged note, ATM machine swallow card and so on, also will run into some attitude is not friendly, grumpy customers, so that cause the dispute. In that case, first of all to remember don't put yourself when the customer, and customer quarrel, especially in public, it is absolutely not allowed. But in a friendly attitude, patience to listen, calm explanation, bedding, let a person in this position within the authority to meet the reasonable requirements. If the customer put forward more requirements, it shall promptly report to superior, from level 1 person in charge to talk things over solve. If it cannot be "out of court", can through the "third party" such as banking association, consumers' association to arbitration. Finally can through legal ways to solve.

In a word, the agricultural bank only adhering to the "credibility of the first, sincerely service, high efficiency, clean civilization office line" the objective, establish the market as the guidance, take the customer as the center, in order to benefit as the goal "business philosophy, to become widespread customers, business diversification, and the function is all ready, service quality, urban and rural harmony - body, either one, traditional business and new business one of the new bank.