2022年商业银行服务工作汇报材料 .pdf

打造京郊服务品牌展现京行靓丽风采记北京银行顺义支行北京银行顺义支行牢固树立“以客户为中心、为客户创造价值”的服务理念。以优质服务为目标、以品牌建设为抓手，坚持将客户需求作为经营管理的出发点和归宿，树立起热情、周到、便捷、优质的金融服务品牌形象，得到了广大客户的认可与支持。支行自 20XX 年成立以来，先后赢得了行级青年文明号、市级青年文明号、首都精神文明单位标兵、首都窗口行业微笑服务示范岗等多项荣誉。“抓管理、抓落实、抓考核”，为客户提供服务保障支行领导班子始终坚持“以管理促发展”的战略方针，积极加强内控制度、服务规范等方面的建设，力求通过强化制度管理，落实执行机制，加强内部考核等措施，有效保障和推动全行规范服务的开展。“抓管理”，支行注重抓好制度的建立、健全和贯彻，并高度重视员工队伍的建设和提高员工的业务素质。从员工的思想教育入手，搞好行风行貌建设，坚持文明上岗，礼貌待客，树立现代服务理念；“抓落实”，主管行长和营业室主任定期对服务进行检查，对发现的问题立即进行整改，并组织全员开展服务大讨论，总结缺点、发扬优点，不断在实际工作中摸索服务的技巧；“抓考核”，通过定期举行业务技能比赛和服务竞赛，对优秀员工给予奖励，让他们认识到差距，感受到压力，形成了“比、学、赶、帮、超”的良好局面，提高了全行的服务水平。“一净、二查、三到位”，给客户家的感觉为了打造北京银行在郊区的服务品牌形象，顺义支行于20XX 年重新对营业大厅进行了改造，将营业厅划分为引导区、咨询区、理财区、洽谈区、自助银行服务区和网上银行体验区，并专门配备了大堂经理、理财经理和引导员为不同需求的客户提供适合的服务。大堂经理是客户接触银行优质服务的开端，是客户对银行的第一印象。因此，支行把提升大堂经理服务质量作为抓好服务工作的重点。每天，大堂经理都要做到“一净、二查、三到位”，“一净”是指为客户营造一个窗明几净的服务环境；“二查”是指检查大厅内各种设施是否正常、宣传品和业务单据是否摆放整齐；“三到位”是指工作必需品到位、问候到位、服务到位。支行不断优化服务环境，给客户带去了舒适和亲切，得到了一致的好评。许多客户都在意见簿中留下类似的话语：“你行的大堂文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 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HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7经理服务态度好，待人亲切，使客户有回家的感觉。”20XX 年 11 月 3 日，一位外籍客户使用支行取款机后不慎将银行卡遗落在机器里造成吞卡，支行大堂经理在巡检机器时发现了该张银行卡,正当大堂经理因无法联系到失主而着急时,客户联系到支行说明此卡是他携带的唯一一张银行卡，但其个人因为会议繁忙没有时间回来领卡。得知此情况后,大堂经理立即向营业室主任进行了汇报，并和营业室主任火速前往客户所在的酒店嘉里中心送卡。由于客户的会议已经开始，无法取得联系，支行的两名员工在酒店大堂等候了三个小时，最终将卡交还给客户。外籍客户十分感动，次日，通过邮件给支行领导发来了感谢信，表示对北京银行的优质服务非常满意，感谢为其权益和银行卡的安全做出的快速反应和妥善处理，作为一名外国人，他感到在北京非常安全，他会把这个美好的故事带到纽约华尔街，并希望有机会还能来到中国。“用心、用情、用智慧”，向客户传递快乐在日常工作中，顺义支行要求员工在服务中做到“用心、用情、用智慧”。“用心”即坚持“五心”服务原则，对年轻的顾客要细心，对年老的顾客要关心，对急性的顾客要耐心，对特殊的顾客要贴文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 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HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7心，对挑剔的顾客要热心。“用情”即坚持“带着感情工作有效率，用情服务才能见成效”的工作理念，支行员工每天都以阳光的心态、发自内心的微笑和快捷的服务迎接客户，随时随地将好的心情传递给客户，让客户切身感受到，来北京银行办理业务是一种享受，也是一种快乐。“用智慧”即用专业化、个性化的金融知识为客户提供满意的服务。支行的理财经理根据每个客户的具体情况，设计不同的理财方案，帮助其进行最优理财，让广大客户感觉到，把钱放在北京银行塌实、放心。现在，许多客户都将支行的理财经理当成了自的金融管家。一次，一位客户来支行办理开户业务，由于资料不全，便回单位去取，当客户再返回时已是下午五点多，当柜员姚文岳得知客户是一名失聪的残疾人时，便采用手写的方法与客户进行沟通，指导客户填写单据。开户完成已过了下班时间，但客户提出还要办理网上银行业务，姚文岳没因为手续繁琐拒绝为客户办理，而是不急不躁，耐心的为他服务，业务办理完毕时已过了六点半。在客户临走前，姚文岳递去一张字条，写着“您别着急，带好随身物品，以后有什么需要可以直接来找我。”几天之后，这位客户送来了锦旗和表扬信，称赞北京银行服务态度文档编码:CB4M4Y8P1Y9 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HB9Y7T10F9M10 ZI3T9M6O6S7好，对待客户真诚，服务细致周到。“重表、重言、重行动”，为客户贴心服务人们常说“细节决定成败”，顺义支行始终注重培养员工的细节服务意识，从营业环境到员工的仪表、言行都给予特别的关注。“重仪表”，营业室主任每天利用晨会时间检查员工和大堂经理的着装、发型和工牌的佩戴情况，要求员工“举手招迎”、“双手递送”，并面带微笑为客户提供服务。“重言语”，“您好，请问您要办理什么业务？”，“对不起，让您久等了！”，“请拿好您的随身物品，慢走，再见！”等服务用语在大厅随处可以听到。“重行动”，每一位客户在走进门的时候，大堂经理都会热情的打招呼；客户等候时间过长抱怨时，大堂经理都会去安抚，询问客户办理什么业务，请客户耐心等候；每当遇到老年人、残疾人，大堂经理都会主动去搀扶，开通“绿色通道”，优先为其办理业务。一天，一位老人要把全部拆迁补偿款购买理财产品，由于当天下着大雨，老人腿脚又不好，无法到支行办理手续，理财经理裴立伟和杨建月得知此事，二话不说，冒着大雨将老人从拆迁现场背回支行，老人感动的直掉眼泪。顺义支行的员工就是这样用热情、真诚的服务赢得了广大客户的信赖，支行的优质服务永远文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 HB9Y7T10F9M10 ZI3T9M6O6S7文档编码:CB4M4Y8P1Y9 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