Banking service experience 1000 words (5 general articles)

Related topic: "Banking service experience".

After getting some gains from something, it's time for us to write an article about our experience. Experience is actually the shadow of inner feelings. Can you modify the language appropriately when writing experience? After collecting and sorting out the experience of banking services. Please continue to pay attention to this website for more related content.

Banking service experience 1 Bank, as a service industry, commercial banks sell intangible products-services in addition to their own tangible products. In recent years, major banks have generally incorporated service as the core content into the culture of financial enterprises and become a part of their core competitiveness. As an ordinary teller, I have been in the bank for more than a year and have some experience in the service of the bank.

First of all, customers perceive the service of the bank through their service attitude towards employees when handling business in the bank, so the attitude of customers towards us is actually a mirror of my own words and deeds. Don't always criticize the mirror, you should reflect on where the people in the mirror are not good enough and where they need to be improved. Imagine if our bank employees are lazy, sloppy, even cold and stiff every day. Will you give due respect to the staff at the counter? Answer questions, smile, be polite, amiable, noble and elegant, dignified and generous, leisurely and impeccable. These are our service specifications. Ask yourself, haven't I done enough in these norms? For example, I can't always deliver customer documents with both hands according to the specifications. Sometimes I feel helpless when dealing with some difficult customers because of my lack of experience. I don't do a good job of "smiling service". I think "smile service" is very important. Although there is no hard and fast rule in our bank at present, I think smiling should not be a professional smiling face, but an emotion, which can also be said to be a manifestation of temperament, a manifestation of the smiling people's positive attitude towards life, a true and natural expression of their full inner world, and a manifestation of their love for work and sincere treatment of everyone. Sometimes, if you put yourself in the customer's shoes, we will be moved by the sincere smile of the customer, and so will our heartfelt smile. In addition, don't just say "no" to customers on unprincipled matters. The same sentence, sometimes put another way, can be understood by customers. Secondly, to do a good job, we should not only have a familiar understanding of business knowledge, but also take customers as the center, exchange feelings with customers, put ourselves in their shoes, ensure customer satisfaction, and be close to our service concept.

What is quality service? Quality service is not servile, but based on care, patience and enthusiasm, customer-centered, and always makes customers feel superior and respected. Don't throw cash, documents and card certificates in the hands of customers; Don't shout loudly when you need to confirm the specific amount of customer deposits or withdrawals; When customers come to handle some trivial unprofitable business, such as changing large bills into small bills, changing residual bills, etc. They should be responsive and can't refuse. I remember when I first joined the cabinet, a beggar old man came to exchange a large number of broken one-dollar coins for big bills, which smelled delicious, and I was suddenly unhappy. But in the process of my inventory, our lobby manager took the initiative to come over and poured a glass of water for the customer. I was immediately moved and ashamed. At this time, I deeply realized that we must always treat any customer with respect.

The work of window service makes me face many customers every day. My words and deeds not only represent my personal accomplishment, but also represent the image of the bank. Because the work is full of contingency and variability, there is no end to the management of standardized services in outlets, so there are still many things we need to learn. "I am just an ordinary employee of Guangfa Bank, but I am Guangfa Bank to customers". We should really love our home, actively safeguard our collective honor, and often remind ourselves at work: "Being kind to others means being kind to ourselves".

After graduation, after interview and examination, I was very lucky to work in xxx Bank, and became a bank counter service staff, handling business for many customers and answering difficult questions.

If you want to do this job well, you still need perseverance, because banks are facing different people. No matter what kind of customers, we need to satisfy our customers as much as possible and not let them feel any unhappiness. After all, every customer needs respect. As a newcomer, I have met many customers, and I have difficulty communicating with them, so I can't solve the problem. They are too persistent, and what I did was wrong.

Every time I meet such a customer, I feel very bad. But after several months' work, I adjusted my mentality and treated every customer patiently, and found that customers are actually very easy to communicate with. However, when communicating, I should consider and analyze problems from their perspective, and then solve their doubts, give customers more respect, give customers more opportunities and reduce unnecessary contradictions.

At present, there are many banking services and many things need to be done. Service requires every employee to have manners, know how to advance and retreat, distinguish between right and wrong, and receive people and things without arrogance and rashness. Only by giving customers a respect and caring for others can we get the good feelings of customers. Although we have to keep smiling every day, we are often tired in order to maintain etiquette, but we can't be less.

This is the bank's strategy. We are executors and help many customers who need services. There are many people coming in and out every day, so we must do our own thing, have a sense of responsibility for our work, always remember to respect our customers, and don't argue with them. We encounter many unhappy things at work, and we can't always keep these negative emotions in our hearts. This will only increase our burden, and the constant burden will crush us.

Banks need to learn a lot, including business, communication and interpersonal communication. In the bank, they need to keep a modest heart at all times. To learn, to be taught. Only by studying more in the post can we achieve greater success. Never think how excellent and complacent you are, which will only narrow the road to work. We must learn to analyze and learn to learn on the job in order to do a good job in the bank.

Although the work pressure of the bank is not great, it cannot be without enterprising spirit and self-improvement spirit. Only those who are willing to keep improving may go further, and even a newcomer will face many choices. Only the right positions can provide us with more development opportunities and let us keep working hard. Maybe we can't go far, but we can go all the way. Although the service work is not easy to do, it needs flexibility, but it also needs to be conscientious and do a good job in daily work. As long as the customer is satisfied and assured, how can it be done badly?

Three days ago, Zhuxi Rural Commercial Bank held a 20xx civilized and standardized service promotion training. Although the training time is short, we have gained a lot. Through this training, I realized that service is like looking in the mirror. Our smile and respect for our customers really benefited us a lot. Customer satisfaction can make us happy at work and have a good mood every day.

Learn to smile and face the work positively. Smile is the baptism of the soul. A smile can fix an uneasy heart. Bank is a service industry, and smiling service is the minimum service standard for bank employees, and it is also a skill that everyone should learn and master. Smiling can make impulsive self more rational, and smiling can make anxious customers more understanding. Learn to smile and give yourself a positive attitude. Only when we are in a happy mood can we provide better service to our customers. Good service will naturally bring good response, and our high-quality service will win the recognition and respect of customers.

Flexible use of spirituality to understand the needs of customers. Learning without thinking is useless, thinking without learning is dangerous. While doing a good job in service, you should also think about yourself. It is not only the business needs, but also the psychological needs and other needs for customers to handle business. For ordinary customers, you only need to help them complete their business as soon as possible, which is a good service, but for public officials or senior customers, they need your praise and respect. Only by identifying customers at a glance and grasping the needs of different customers can we go further in the work of quality service.

Apply what you have learned and stick to good habits. It takes 2 1 day to form a good habit. Civilized and standardized services cannot be achieved overnight. This requires our long-term persistence. This is a long-term systematic project. Every day, we apply what we have learned to our work, keep smiling and follow the ten steps of quality service in every business. After 265,438+0 days, we will become a qualified bank employee and keep positive every day.

In the future work, as a lobby manager, I should look at all directions and listen to all directions to provide customers with 360-degree service! As a teller, we should provide customers with convenient and efficient services with witty and concise language and skillful skills! In my work, I constantly inspire my potential to improve myself, make my service more standard, standardized and professional, and contribute to the vigorous development of Zhuxi Rural Commercial Bank.

Tips for banking service 4 When handling business, try to stand in the customer's perspective and give customers more greetings, tips and care, so that customers can enter ICBC with confidence to handle every business.

Patience is the basic quality of front desk staff. The front desk has many business ideas, wide contacts and uneven customer quality, but as long as you work patiently, you will always achieve the expected results. One day in July last year, the second day after the first phase of high-end customer-specific wealth management products was released, the teller was going to call Mr. Wang, but he couldn't get in touch anyway. Because before the launch of this wealth management product, many high-end customers have made an appointment and made full preparations. If Mr. Wang can't be contacted, Mr. Wang won't say anything, but his sense of professional responsibility urges him to get in touch with Mr. Wang as soon as possible. Only in this way can idle funds in Wang's general ledger be profitable. After work, he forgot to go home and rushed to General Wang's unit, only to find that General Wang's unit was closed. In desperation, he had to go to General Wang's residential area to inquire, but the security guard told him that General Wang had gone out early in the morning and had not returned. Because Mr. Wang's usual parking space has been empty. I have no choice but to wait here. At 8 o'clock in the evening, he dragged his tired body and waited hungry. Just when he was about to lose confidence, Mr. Wang's BMW appeared. Because I am too familiar with this car number, I quickly greeted him and explained my purpose. Hearing this, Mr. Wang excitedly took his hand and said, thank you very much. I'm going home now to prepare 3 million from the internet. I'll buy wealth management products when you start business tomorrow.

In our daily work, we will meet some customers asking questions that have nothing to do with business, which makes people laugh and cry. This requires our employees not only to have excellent business skills and good mentality, but also to have strong patience and calm to handle things and stay calm in times of crisis.

Responsibility is the basic principle of being a man and doing things. We should try our best to do our own job in line with the idea of doing one thing and loving one thing. High standards and strict requirements, consciously abide by rules and regulations, and earnestly perform their duties. Provide better service to customers and protect the interests of customers to the maximum extent. There is a story: A China diplomat working in South Korea was driving a modern car made in South Korea to go out to work, and someone called him. Because he was not allowed to answer the phone while driving, he pulled over and connected the other party's phone. At this time, a young couple of Hyundai enterprises in South Korea drove by. They saw the modern car owner on the roadside talking on the phone, mistakenly thinking that the owner's car was out of order, and immediately got off the bus and asked if they needed help. When you know what happened, you can drive away safely. The diplomat working in South Korea was very moved. Unexpectedly, the Korean couple are so concerned about customers who use their own products. This high sense of responsibility made him sincerely admire. It can be seen that the sense of responsibility can not only touch others, but also improve the credibility of the company. In our counter business, we ask ourselves every day, what have I done for customers? How is the service? What other work is not done well enough? Then, the face of our work will be different and better every day.

Banking service experience 5 service is no small matter.

From the moment I took the position of lobby manager, I began to pay attention to the small things around me, because the real big business is hidden in these small things.

First of all, make preparations for the position of lobby manager. Pay attention to gfd and improve the image of CCB employees.

Secondly, after taking up the post, I feel that only the original knowledge of savings business and the professional course training of lobby managers can no longer meet the needs of customers. On the one hand, we should learn financial knowledge; On the other hand, we need to learn communication etiquette. During the break, I went to the book building to buy a securities knowledge reader, a new concept of capital investment and financial management, and a etiquette manual to strengthen theoretical study and business study. I read about a man named Akibot in the book. He was an unknown clerk when he first joined the American Standard Oil Company. But he has a habit. Wherever he goes, whenever he needs his signature, he will write the words "5 dollars a barrel of standard oil" at the bottom of his name, which is true for business trips, hotel registration, fee signing and even letters. Therefore, he was also called "5 dollars per barrel" by his colleagues. Over time, his real name was almost forgotten. Therefore, I was inspired. After instructing some customers who need help, I left my contact information on my own initiative, that is, this casual contact. For more than two months, I have established a high-quality customer address book to help guide financial management. After handling the 12 VIP card, three customers decided to transfer their due deposits from other banks to Yue Feng Branch.

Looking at demand from appellation

Customers who call me a waiter must want me to provide them with the fastest and best service. I remember it was a summer morning and I started my "smile+stand" service. Suddenly, there was a loud cry from the self-help area: "Hello! Mr. Ober! Come on! " I rushed over, and the customer pointed to the slowly rising protective screen outside the ATM and said to me anxiously, "waiter, what's the matter?" How can I get up if I haven't finished withdrawing the money? "I quickly took out my bank card from my pocket and inserted it into the card slot before I saw the protective screen coming down. At this time, the customer's nervousness disappeared.

The customer who called me head waiter must be a little dissatisfied with our service. Let me do justice.

Customers who call me manager must be very satisfied with our service and encourage them to keep it up. Because most of our customers are neighbors, familiar faces and trust us very much, we often make financial planning for them.

A client who calls me Master must want me to be his closest friend.

Clients who call me aunt must regard me as her parents and have too much dependence on me. This is mainly a health school student not far from the school.

Clients who call me girl are usually very close to me and treat me as their own children. I hope I can take good care of them. Most of them are elderly people.

Behind these names, I see the trust and expectation of customers. Liu Bing, niujie Branch of Beijing Construction Bank

1, make all preparations before business.

(1) Check whether the counter and the pen can be used normally, and whether all kinds of certificates are complete and sufficient.

(2) Check whether the pager, self-service equipment and electronic display screen are operating normally, and whether the 95599 self-service telephone line is unobstructed.

(3) Check whether the posters and exhibition stands are correctly placed according to the regulations, whether the hinge varieties are complete and whether the quantity is sufficient.

(4) Check whether the drinking water of the drinking machine needs to be replaced and whether the water cups are sufficient; Whether the customer's seat is damaged; Whether the placement of fire fighting equipment meets the requirements.

(5) Check whether the contents of the notice board are out of date and need to be updated; Check the customer suggestion book and suggestion box.

(6) Check whether the front of the lobby, reception desk and business outlets are clean and tidy.

(7) Check office supplies (business cards, lobby manager's work log, customer demand register, product manual, etc.). ) are all complete.

2. Be proactive and polite in business.

(1) warmly and civilly welcome customers entering and leaving the outlets. From the moment the customer enters the door, the lobby manager should take the initiative to greet the customer.

(2) Identify, divert and guide customers. The lobby manager guides customers to choose trading channels (counters, self-service equipment, telephone banking) to handle business by actively asking customers' needs; Guide customers to fill in certificates and guide customers to wait in the waiting area.

(3) The lobby manager should take the initiative to patrol. For customers in the waiting area, the lobby manager should take the initiative to ask customers whether they have browsing needs such as drinking water, books, newspapers and magazines; Actively introduce our financial products to customers, hand over relevant publicity materials to customers, and give further in-depth explanations to interested customers.

(4) When answering customers' business inquiries, be fluent in language, articulate, serve with a smile, and be patient and meticulous. During the conversation, carefully observe the customer's behavior, listen carefully and record the customer's opinions and needs, get customer information from them, and find potential high-quality customers.

(5) The lobby manager should strive to expand potential customers and recommend our VIP service to them. Introduce the potential customers found by yourself or the counter staff to the personal account manager in time, and explain the customer's needs. The account manager will communicate with the customer separately to make it a VIP customer of the bank. For those who don't accept our VIP customer service for the time being, you should give the customer a business card. If the customer is willing to provide information such as name, contact number and contact address, it should be carefully recorded and immediately notified to the account manager to provide follow-up marketing services.

(6) VIP customers should be required to show their VIP cards when handling business at outlets, and guide them to handle business in VIP service area or VIP window. If the above-mentioned business is not completed, the customer can't handle the business immediately, so he should guide the customer to the VIP lounge and ask the customer to wait for a while and provide tea, magazines, etc. , take the initiative to introduce our financial products to customers, give relevant publicity materials to customers, and give further in-depth explanations to interested customers. After the VIP customer business is completed, the lobby manager should ask if there are other needs and give assistance. When customers leave, they should go to the door and say goodbye to them.

(7) Do a good job of patrolling the usage of hall facilities, and find and eliminate hidden dangers in time.

(8) Effectively divert customers, and guide customers who inquire, make small withdrawals or pay fees to use self-service equipment to handle business, so as to relieve the pressure on the counter.

(9) In case of disputes, you should immediately come forward to dissuade them, investigate the reasons, promptly and properly handle customer criticisms, avoid disputes, resolve contradictions and reduce customer complaints.

(10) Customers who are in urgent need of help in handling business or older customers who are inconvenient to move should be arranged in the "green channel" in advance according to the situation.

(1 1) Establish the work log of the lobby manager, record the unknown questions raised by customers in time, pay attention to checking the registration requirements of customers, and feed back information to customers in time.

(12) Suspicious personnel who stay for a long time without reason should come forward to ask the reason and persuade them to leave. On the premise of ensuring personal safety, appease and stabilize the lawless elements who make trouble, and prompt colleagues to call the police in time.

The lobby manager is the 100-person-in-charge of the bank lobby, and the summary of the bank lobby quality service is mainly the summary of the lobby manager's quality service. Different banks have different situations and different contents. But generally can include the following parts:

The first part, the basic duties and importance of the lobby manager.

The second part is the concrete embodiment of the lobby manager's excellent service. For example, smile service, warm service, convenience service (special umbrella, first aid kit, guidance for filling out forms, if any), and lobby order management (such as queuing management) to solve problems for customers.

The third part, the next step is to improve the quality service level of the lobby. For example, increase convenience facilities, improve the efficiency of handling customer opinions, and increase the role of lobby managers in marketing customers.