农行北京分行坚持六无服务标准 打造两会服务名片

Beijing branch of agricultural bank adhere to six without service standard to build two service card

The new central government after the establishment of the first national annual opened recently in Beijing. The conference is our a great event in the political life of the people of all nationalities throughout the country. As large public shareholding Banks in Beijing branch, Beijing branch of agricultural bank attaches great importance to the site service work, he completes the "two sessions" financial service was held in a timely manner of video conference, comprehensive start during the "two sessions" financial service plan, go all out to do security work. According to understand, to the society in order to be able to provide safe, efficient, high quality and convenient financial services, the bank increased the network service management supervision dynamics, with the network civilization standard service unified specification details of each service, improve network quality of service, he established the "six" service standards, to fully prepare for the "two sessions" financial services.

Service with a smile "no distance". The bank in accordance with the "branch of agricultural bank of China civilization standard service manual" requirement, strengthen the network service investigate publicly and privately work, ensure that network service clean and tidy environment, operating orderly. Each post personnel in place in time, staff in high spirit, service initiative enthusiasm, special requirements for Windows service staff always keep smile, show the quality of service quality and the good social image.

Two sessions on behalf of the "wait". It is understood that the bank strengthened the security of representative stations near the outlet and service supervision and inspections, to open a green channel "two sessions" on behalf of the service. Based the perimeter of the outlets to open people's congress, CPPCC member service window, to facilitate people's congress, CPPCC member to handle business; Non resident peripheral branches should be posted on the bulletin board inside "prompt", NPC, CPPCC member can enjoy VIP customer treatment by representative, WeiYuanZheng, led by the lobby manager to VIP service area is preferred. On "two sessions" on behalf of the special financial needs, can provide one-on-one for delegates, point to point, door-to-door service.

Customer service "complain". It layer upon layer carries out the "two sessions" unattended duty of financial services system, 7 x 24 hours on duty and leadership should be implemented in a shift system, key position, subsidiaries, branches keep unimpeded information 24 hours a day. It is understood that the bank to establish and perfect the "two sessions" during emergency treatment etc series system, improve the service and emergency information submitted feedback system, upper and lower linkage, forming resultant force, to properly solve the problem as soon as possible.

Site map "no lines". Through the past two sessions on behalf of the service situation of the compound branch to conduct a comprehensive combing, the careful deployment, requires each network unattended lobby personnel shall not be less than two people, compound outlets around the lobby manager must on-the-job, do controllers when necessary, to ensure that the outlet hall management orderly. "Win in the lobby" strategy, increase the inspection frequency, completes the customer identification, guide and diversion work; Well implement flexible scheduling system, adjust the teller window, increase when lunch break, busy time teller breaks, according to passenger service personnel do lobby, dynamic adjustment during peak hours LinGui number, effectively ease the queuing problem.

Self-help tools "no blind area". For participants to take the train to Beijing at the first time meet the needs of withdrawal, remittances and other financial services, the bank in advance planning, careful design, in Beijing west railway station in advance cloth 10 ATM machine, cloth 12 ATM machine in Beijing south station, meet different "two sessions" representatives and customers, inquiry, transfer, etc. At the same time, the bank strengthened the two railway stations, and volume larger areas surrounding the "two sessions" delegates of self-help equipment inspection and maintenance, timely resolution of self-help equipment operation fault and hidden danger. Network equipment belong to cash check self-service equipment by monitoring system, swallowing card record and fault condition, completes promptly to add money, equipment maintenance and repair work, try to reduce equipment failure time, ensure the self-service equipment provide service 24 hours a day.

Responsibility to carry out the "discount". According to understand, in order to do a good job of network financial services, the bank actively implement site first asking responsibility system, clear, head of the branch as the first person to solve the problem of service, site permissions can only asked to solve problems, must be on site to solve; Can on site to solve, to immediately report to the superior departments, actively push forward solution. At the same time, the bank actively to do a good job of service supervisor. Organization branch departments inspection team in five more, the delegates nearly 50 branches of on-the-spot check, one by one check ZongFenHang "two sessions" the implementation of financial service management requirements, including outlets hardware equipment, flexible scheduling system implementation, the employees' service behavior, enterprise culture construction, etc., put in place to ensure that the service responsibility.

It is understood that the bank by the high quality service guarantee the smooth, efficient financial support during the "two sessions", manages network staff always with full enthusiasm and meticulous work to meet visitors, and will be careful work and high quality services extended to the financial service of every detail, with practical action to set up agricultural bank "to the guest of honour, the pursuit of excellence" service brand, and good social image, with concrete actions and excellent performance guarantee the victory of the national "two sessions".