广发银行资讯

广发银行郑州分行提升窗口服务品质

来源：广发银行　　　小编：朱岳　　　发布时间：2013年04月01日

内容导读：广发银行郑州分行各项业务之所以实现快速健康发展，与优质的窗口服务密不可分。该行负责人坦言：“论营业网点，没有国有银行的多，论业务规模，没有国有银行的大。

Guangdong development bank, zhengzhou branch to improve the quality of service window

In 1995, guangdong development bank, zhengzhou branch in the central plains, after nearly 20 years of ups and downs of the market competition, "both the central plains, will the lofty sentiments into reality, from the support of henan economic hussar has grown into a powerhouse.

Guangdong development bank, zhengzhou branch of various business achieve rapid and sound development, and the window of the high quality service are inseparable. Outlets, head of the bank said: "theory, no state Banks, business scale, no big state-owned Banks. We only have conscientious, literally grasp service, tree image, to win recognition, based in henan, and then promote the business growing and development." To this end, the bank always adhere to the "two service line is a line, one line for the social service" concept, won the society from all walks of life and the public's widespread high praise and praise, become a beautiful beautiful scenery line in the provincial capital of zhengzhou finance industry.

High quality service

Creating industry pacesetter

Introduced in 2000, the lead social third-party supervision and management. Has hired more than 100 social supervisor. Import staff supervision, through the above investigations and feedback, improve the service in time, the move has been media publication entitled "wide hair negotiable bank pay someone looking for a" crop "son", in henan province finance caused widespread high praise, and imitated by many Banks.

Gf in guangdong development bank, zhengzhou branch in the system is also the first set special departments and professional personnel of civilized norms service management branch. Zhengzhou branch from 2003 to 2007, five consecutive years in the organization of the headquarters of civilized norms service within the first check in system, its practices and experiences by head office to be fully recognized and promotion; In June 2006, the headquarters of guangdong development bank held its full scope in zhengzhou in the "standardized service experience communication"; In 2006, the national "civilized norms services thousands demonstration unit" selection activities, zhengzhou branch subordinates branch of science and technology named the first national "stars of civilized norms service demonstration unit".

Subsequently, zhengzhou branch of "qian jia demonstration unit" team growing, successively and branch sales department, xinxiang branch sales department joined in this column. Zhengzhou branch not only won the award for the "thousand good demonstration unit" the number of outlets in the provincial capital of joint-stock Banks are among the best in a landslide, but also in more than 30 branches in gf system only 17 branches received this prize, only the zhengzhou branch has three seats.

"Over the past 20 years, guangdong development bank, zhengzhou branch leadership change several times, at different stages of business priorities, but for the importance of civilized norms service remains unchanged." The director said, successive leadership as the torch relay service work principle and advantages of the civilization, especially the zhengzhou branch of the new leadership put forward higher and more specific requirements: on the premise of improve the efficiency of service and, to constantly enhance service management, innovative service means, standardize service behavior, improve the service environment, in order to promote the whole service level of the whole implementation of new promotion.

Specification process, improve the image of the window

To further improve the image of the window, the civilized norms services leading group is established first of all, head of group leader, other members of the leadership team deputy team leader, branch departments and related BuShi as member unit, is responsible for the whole civilization standard service job specific guidance, coordination, organization, examination and evaluation; Each outlets also clear a branch leader is responsible for the network of civilized norms service work, form a unified leadership, overall coordination, should the quality of service management mode.

At the same time, the bank has made perfect "zhengzhou branch of civilized norms service work guide", the branch President and outlets was signed at the same time the goal responsibility of civilized norms service branch "head" as the first responsible person clearly, strengthening of civilized norms service leadership.

"Standard employee behavior, with the system is the basis and premise of civilized norms service work." According to introducing, in recent years, the bank actively to establish and implement quality and internal management system; According to the headquarters of the deployment and requirements, combined with the branch of the local actual revised guidance document issued a series of civilized norms service. At the same time, strengthen field management, implement "double lobby manager system". Since the end of 2011, adopts the system of double lobby manager in all branches; Also issued a set of related management measures, to further clarify the responsibilities of the lobby manager and examination requirements, effectively raising the image window services, promote and lead to the development of network retail business.

In recent years, zhengzhou branch also constantly improve service connotation, service focus adjustment to reflect humanistic care and social responsibility, to strengthen the service for "special customer" attention, to provide "special customer" thoughtful and convenient accessibility services as much as possible. Therefore, branch formulated and issued the guangdong development bank, zhengzhou branch outlets barrier-free service guide ", has carried on the careful plan and arrangement to the work.

"We specifically invited the deaf school in henan province sign language teacher, network on a line counter staff sign language training; and the lobby manager service in various outlets opened a wheelchair access for people with disabilities and implement artificial auxiliary facilities; for disabled people in the business set up a special counter and braille; password keyboard shortcut window for the network configuration of the stroller, convenient customer to deal with business with children; to be handled by business requirements and action inconvenience to line of business 'special people for free door-to-door service in the business." The chief says, in order to take care of the elderly, the bank also launched over 60 with id card to enjoy VIP station to station wait for special services such as free project.

Improve the service level both inside and outside and repair

Early at the beginning of the bank, zhengzhou branch outlets that is in capacious and bright, the beautiful environment in the customer enjoys a good reputation. But with the passage of time and changes in customer demand, wide hair negotiable bank pay for the increased in recent years, in a more than 20 outlets for the different types and degrees of modification and decoration. Equipped with and set up an early JiaoHaoJi in line, customer evaluation, liquid crystal TV, electronic banking experience zone, VIP rooms, evergreen plants, wet wipes machine, shoe machine, and other services and convenient facilities, but also according to the market and customer requirements, constantly improve and upgrade, to maximize meet the demand.

Frontline staff's business skills and service consciousness determines the efficiency and quality of services to clients. According to this, guangdong development bank, zhengzhou branch to carry out the diversification "dose" of training work. One is to strengthen comprehensive business skills training, employees through the annual "business skills contest" activities, in selling than the drive for super good atmosphere. In October this year business skills contest of the headquarters of guangdong development bank, zhengzhou branch won the second group of good grades; 2 it is to hold window service standards, sunshine state of mind, counter service etiquette, counter service contingency plans and other training, through a line teller "look at the others, fault", the perspective-taking looking for gap; Three is concerning the requirement of the "special customer" community service, held a number of special business and skills training, enrich the staff service skills.

Strengthen supervision and enhance self-discipline system

Adhere to carry out the work of service inspection comparison, pays special attention to the service management is a very important link. Zhengzhou branch according to customer needs in different periods and the change of the business, assessment method of service, continuously adjust and improve the content, make the examination content continuously detailed, weight proportion is more realistic.

For major holidays, for example, in case of the quarter rose holidays node hardware maintenance, personnel, field service conditions and monitoring sampling frequency, and increase the score recorded in the quarter in the assessment of management by objectives; Since 2009, the bank official enabled professional third party intermediaries for site investigations on the hardware environment, service quality, testing and grading; Each quarter after the check, branch departments will organize a special "service review meeting", the branch manager to attend and comprehensive summary and review of the quarter; Branch network distributed and rectification within a time limit to complete the rectification opinions, and pay attention to set up advanced, a typical drive, etc.

Endless service, providing customers with quality service is an eternal topic. Continuously improve service levels is that the Banks won the inevitable choice of customers, enhance market competitiveness, is to fulfill its social responsibility, show the value of the bank key, is also a bank staff to follow professional ethics, and realize the value of the life needs. Guangdong development bank, zhengzhou branch will bear in mind that "to get rich with zhongyuan people, with the central plains economic development" promise, constant attention, continue to work hard, strive to zhongyuan commodity to provide more comprehensive, more thoughtful, more intimate service, wide hair negotiable bank, zhengzhou branch service this way scenery is more beautiful.

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