多做一步更贴心 农行南京新街口支行营业部获评“千佳”网点

Do more step more intimate agbank nanjing xinjiekou branch sales department named "thousand" network

"Hello, what can I do for you need?" Entered the xinjiekou business center xinjiekou sub-branch of agricultural bank of nanjing office, lobby manager will to meet up, that is to buy gold, the lobby manager after pressing JiaoHaoJi, pass on your turn single, warm prompt: "buy gold need to prepare id card, do you have it, you there are 2 clients before, would you please sit down for a while, we hall has a wireless network, wait for you when I'll remind you."

As jiangsu agricultural bank sales first in accordance with the modern commercial bank outlets benchmarking standards window image demonstration of the construction of the network, in recent years, nanjing xinjiekou branch sales department to improve its service level unceasingly, from the perspective of the step for customers to do more, for "banking services" to the "service of the bank", has won the nanjing "banking service quality window", the people's bank of China banking association "civilizations standard demonstration unit", the nanjing "financial peace unit" and so on many honors. In 2012, in the "thousand" create, by the China banking association named the "thousand" network.

Careful management, simplify the service process

"Many Banks will have branches into many areas, to deal with different business customers and travel to different areas. But now, a new financial business emerge in endlessly, customers to Banks tend to not only deal with a business, to bank, after asking for directions, queuing, pick up, finish do again to ask the way, and then line up, take no. Again, it is easy to lay the citizens of dizziness." Yang Junwei nanjing xinjiekou branch sales director, sales department, from the perspective of the customer experience, invited the famous designer in Hong Kong Lv Jianhua has carried on the partition and decorate afresh, in accordance with the standards of concise and lively, the whole network is divided into four regions: only 24-hour self-service area, common client area, VIP service and financial center.

After repartitioning, everything becomes simple. Sales department is equipped with 2 1 lobby manager and assistant manager, specializing in customer guides the diversion work, all-the-way tracking guidance to customers. At the same time, sales continue to strengthen their service skills, every Tuesday, perceived role exchange business department to customer demand as the main content, to carry out the service scene drills; , focusing on the service skills to temper every Thursday, with professional technical training as the main content, conduct business skills contest, employees, greatly increasing the service efficiency and service level, more sales outlets site service specification, high efficiency and standards.

Do more step more intimate, sales department on the network environment transformation, pay more attention to details and humanized service, wheelchairs, BianMinXiang PuKe area equipped with love, compassion umbrella and reading glasses, universal charger, pump, etc.; Experience area set up service network intelligence management system management system, self-help card machine, cash COINS self-help equipment, effectively meet the self-help needs of customers. Financial center is equipped with hot water, caijing magazine, actively build sweet pleasant business environment, enable customers to enjoy banking in the relaxed and pleasant environment quality services. In addition, the sales department set up a wireless network, the wireless signal coverage throughout the network, on the one hand can meet the customers of mobile banking experience; On the other hand can solve the problem of customers access to the Internet again.

The perspective-taking, completes the service details

Citizens in January this year, Mr. Liu in xinjiekou branch sales department on an ATM cash withdrawal at the same time, the phone rang. He answered the phone, take a $twenty thousand cash left an ATM, this scene was just the bank assistant manager xiao li to see during inspection hall, she immediately take out bank card, and chased out, but not the customer. After the query, xiao li found the card has a balance of more than 10, ten thousand yuan, through the system quickly reserved information to Mr Xu's phone, and inform the Mr Xu carry id card to pick up lost bank card.

Mr Liu met things, just in nanjing xinjiekou branch sales department as a miniature of high-quality financial services. According to sales department customer for honour, the perspective-taking, from the minor matter, continuous optimization, from detail on continuous innovation, improve the level of service standardization, procedural, standardized services and improve service efficiency for effective practice laid a foundation. Since 2012, sales were the first to formulate the standard lobby inspection system and service of emergency handling plan, each month to carry out targeted services of various types of emergency drills, improve employee emergency disposal ability. Generally reflect on social card swallow card take card difficult social hot issues, sales foreign commitments, no matter when all guarantee within two hours help customers to solve the problem of swallowing card, sales department specifically set up for this service teams at night, the self-help section for solve the problem of the self-help section swallow card service plan, site personnel scheduling in turn, group telephone, public service as long as there is a telephone, team on-call, first to solve problems for customers.

To solve the bank queuing problem, sales department carefully analyzed the network traffic changes every time, he first implemented in Windows flexible scheduling system, passenger flow peak of additional emergency Windows distribution customers, shorten the rush hour waiting time of customers. Traffic trough, cut open the window, let the staff rest adequately, make the employees to the full mental state to provide customers with more quality services.

Having the courage to bear, "one-stop" services to build a financial supermarket

Nanjing xinjiekou sub-branch business department is committed to build "financial supermarket" model fully functional network, by adding service jobs, rich product function, the maximum to meet individual customers different demand, realize the individual credit business, personal financial business abroad, personal finance business, such as one-stop financial services, make the sales integration of local and foreign, savings and loans, public and private business integration of multi-function outlets.

At the same time, sales, give full play to the talent advantage, which is based on financial management center, with personal finance guru as the backbone, to carry out various forms of financing salon activities. To salon activities as a platform, not only play a role of the men, more aroused the enthusiasm this network business backbone, and through study to conduct financial business, to enjoy wealth management business, annual customer appreciation and a series of salon activities, in order to quality service, exclusive services provide the professional, meticulous financial services, set up the network brand image, greatly improve the node reputation.

Services to create value, the high quality service not only can help Banks to mould good brand image, and the high quality service can directly promote the development of network marketing business more. In 2012, the sales service level continuously improve, in the fourth quarter tripartite evaluation scoring 100.5 points per game, ranking on the first three in the city. Corresponding with this, at the end of 2012 sales of new personal weighted VIP number 2830, year-on-year increase of 1509 households; Personal balance incremental 92.62 million, year-on-year increase of 54.02 million, 17 is an important factor in the product in the retail sector, the business department has eight branches ranked first, five branches in second place, and comprehensive rating branch first.

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