Agbank YunChengXian branch implement service zero complaint management engineering
Since this year, the agricultural bank of shandong YunChengXian branch to survive and develop in the fierce financial competition, the business office service zero complaint management engineering. To strengthen employee service consciousness, the bank strengthened the service idea education to the staff in the first place. Make them focus on learning, clear every Thursday night to instill good of the whole service concept. Second, to strengthen the system construction. Civilization standard service assessment measures, set up services leadership team, administrative office, clear around the director unit of civilization, the main responsible service, completely changed the past "all tube no matter". Third, vigorously promotes the implement. Service office a week on the authority of the business environment, employees check instrument, monthly service environment, service meter of outlets and service quality have a check. Build system of complaint response, for each customer complaint, the bank has carefully investigation, responsibility belong to employees, employees and related department heads must be door to door to apologize to the customer, and accept the "civilized service assessment measures of punishment"; Customer misunderstand, by each unit director (manager) to come to do a good job of explaining, obtains the customer's understanding and support; Employs 56 vigilantes, and regular meeting, listen to supervisor information feedback, put forward opinions and Suggestions seriously to them to implement them.
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