In banking work, we need to have a good attitude and face it seriously in order to do a good job in service and communication with customers. At the same time, it also makes me feel that a high-quality service can often get customer-friendly feedback and can do better. I also have some service experience at work.
Our work needs good service. Without a good service attitude, it is difficult to carry out the work. Since I came to the bank, I also know that the bank is not only a financial industry, but also a service industry. Serving customers, our own attitude and manners are very important. No matter what the customer's attitude is, only by doing it ourselves can we be recognized. Many times, when we meet customers, we have a bad temper or speak rashly. Especially when we communicate with customers, sometimes customers are in a bad mood or can't explain their problems clearly, and we may lose our temper, but in fact, at this time, we should not be brought in by this emotion. These emotions are just feedback on things, not personal attacks on us, and we often encounter this situation at work. We also need to adjust our mentality reasonably and continue to do a good job.
Service should not only have an attitude, but also have a method. In the process of communicating with customers, we should not only have a good service attitude, but also use skills flexibly to resolve customers' emotions or get customers' approval to work. Service is not static, and different customers should adopt different service skills in order to finally do a good job. In the specific work, each customer is different, their needs are different from their situation and training, and even with experience, there will be some differences, so when we communicate, we should consider according to the customer's situation. Although the bank has requirements, it is verbal. It is also to better achieve the work goal, rather than being static, so it is no different from robots, and it is impossible to do things well, and even suffer a complaint from customers.
Working in a bank, I also know that to do a good job in customer service, we must not only know how to serve, but also have a good attitude, and we must continue to learn and accumulate work experience, so that we can do it more smoothly. At the same time, a good service will often achieve unexpected results, so you should stick to it and continue to do it well.
I have worked in a bank for a year, which has changed me a lot. I used to be impetuous, whether it was important or not. Now that I have corrected these problems, this rarely happens. So I still have a lot of feelings about my work this year. I am here to talk about my heart and experience.
In any industry, service is a particularly important job. During my stay in the bank, I have been studying with some seniors. Serving well is not so simple, which often challenges our perseverance and patience. Besides, this is my first year of work, so many places are not doing very well. Fortunately, with the help of so many friends and colleagues, I was able to come here so smoothly.
At the beginning, I was not very familiar with the company's business. Several times, customers came to consult and met some remote things, and sometimes I couldn't answer them. At this time, such a thing happened. Because I didn't answer the customer's questions for a while, the customer was annoyed immediately. She immediately stood up and cursed me. Those words are getting worse and worse. I am also young and energetic. I didn't grasp myself at the moment and quarreled with her. Later, the leader cleaned up my mess. It was then that I really realized how much impact impulse would bring to people. It was just a small matter, but it made me stab such a big skull.
We are in the service industry, so we must first put our minds right. During that time, maybe I didn't really adapt to this environment, so I was a little desperate and couldn't stand things that I couldn't stand, so I did such a disappointing thing. Since then, I have paid more attention to my own poison and realized the importance of business knowledge. This is my own fault, and I can't find any other excuse. So from then on, I began to learn professional knowledge, learn service management from others, and constantly improve my service level to prevent such things from happening. The first thing is to start with these little things.
My performance has been getting better and better recently. I can not only serve with a better attitude, but also make good use of various service skills and methods. These are all symbols of my progress and some aspects of my growth. I am getting better and better, and I am more natural in this job. I have greater confidence and determination to go on, and I will set out towards a better goal. I will live up to everyone's help and expectation, and I will continue to struggle and move forward!
Select the bank's work experience, experience and model essay selection (Part III). Service is the cornerstone of the bank's foothold, and quality service is to do every detail well and convey warmth. Entering Rongxing Branch, customers can feel our vitality and vitality, and our sincere smile runs through every touching story.
On a hot summer day, our bank welcomed an old man with crumbling white hair and a bag of snacks in his hand. After coming in, I went directly to the lobby manager, Sister Zhen, stuffed a pack of snacks into her hand and repeatedly said, Thank you, your service made me feel as warm as a family!
It turns out that this old man often comes to our bank to handle various businesses, and everyone at the outlets knows him. Every time I come, the lobby manager, Sister Zhen, always takes the initiative to say hello and enthusiastically guides him to handle deposits, financial management and other businesses, treating the elderly as his relatives. The old man is too old to move. Every time he comes to our lobby, he will patiently serve the elderly, pour water for him, guide him to fill in the blanks and help him find a seat. The old man left the lobby, helped him to the door and helped him down the steps in case he fell. It is the meticulous service of all my colleagues in the outlets that deeply touched the elderly.
Over time, the old man became familiar with his colleagues in our bank. After learning that our bank will organize a polite deposit activity on the Dragon Boat Festival, we specially brought snacks to everyone. The old man repeatedly said: "What business will come to us in the future!" This is the greatest affirmation of our service by the elderly!
This is actually a small matter, but it can explain many problems. Because what we can usually do for our customers is also some subtle things. Come with a knowing smile and cordial greetings; When I leave, I will give you a kind reminder and sincere thanks. As long as we persist in doing these little things well, we will certainly win the understanding and trust of our customers.
Service is no small matter, as long as we stick to the dribs and drabs around us, we can do a good job in quality service.
Today, with reverence, we came to China Industrial and Commercial Bank as an intern. Needless to say, China Industrial and Commercial Bank, as a commercial bank with assets in China, has long been a household name, and almost every household has an ICBC card. However, I used to handle business as an ordinary customer. Today is the first time to visit and study with the attitude of knowing the internship. I believe my feelings are different.
Corporate customers and individual customers provide diversified and specialized financial services. In corporate finance, personal finance, bank card business, treasury business, electronic banking, telephone banking and other aspects, the development scale is huge and the competitive advantage is obvious.
I focus on the position of lobby manager, mainly to divert customers, identify customers, understand consultation, product recommendation, customer communication and so on. The lobby is the beginning of customers' contact with the quality service of the bank and the first impression of customers on the bank. Guiding customers on behalf of CCB externally and coordinating teller services internally are the ties to contact customers, senior tellers and account managers. I understand that I am not only an employee, but also a spokesman for customers. I must always smile, have the quality of "empathy", be keenly aware of customer requirements, and serve customers carefully and thoughtfully.
20xx is a very important year for me. During my tenure as the operation supervisor of the sub-branch, I led the operation team around the accounting operation goal of "safety, high quality and high efficiency", adhered to the concept of "safety is to increase efficiency", tried to implement the rules and regulations of the sub-branch, prevented internal control risks, improved the service skills, efficiency and risk awareness of tellers, fully played my due role in the post, and ensured the smooth and safe completion of the accounting work of the sub-branch throughout the year.
Now I will report the work of my accounting supervisor for 20xx years as follows:
First, conscientiously implement the requirements and guiding spirit of accounting management of the head office and branches of Bank of Communications, and earnestly perform the duties of operation supervisor.
1. In my work, I always adhere to a high sense of responsibility and dedication, a strong sense of collectivism, strictly implement various financial policies and rules and regulations, work conscientiously, and do my duty with self-denial.
2. According to the internal staff rotation arrangement of the 20xx sub-branch, the existing staff of the sub-branch were carefully analyzed and sorted out, the post setting and incompatible post division were carried out, the post responsibility system and hierarchical authorization responsibility system of the sub-branch were implemented and improved, and the good utilization rate of human resources was realized.
3. Emphasize the important links of operation management and risk prevention in daily work. Through supervision, inspection, guidance, authorization, auditing and other means, due diligence matters and daily management are completed according to the frequency and quality requirements, so as to be well documented, standardized and orderly. Strengthen the control of key businesses and links, and strictly approve and report abnormal cash payments; Strengthen the awareness of all staff, improve the cash diversion rate of self-service equipment, and effectively guide customers to divert; Cash limit management and large cash anti-counterfeiting shall be handled in an orderly manner by special personnel; Analyze and find the weak key problems of the branch, solve the problems reasonably and improve the quality and efficiency; Regularly organize all employees to analyze and study risk cases, enhance employees' awareness of risk prevention, standardize counter business operations and prevent delays.
Two. Strengthen internal control management and improve compliance management level.
1. As the operation supervisor of the sub-branch, he mainly performs the functions of accounting supervision and risk prevention. I strictly implement the risk-return constraint mechanism with economic capital as the core and the performance appraisal mechanism with economic added value as the core, and strive to pursue the internal unity of business development and risk control. Adhere to the principle of "treating both the symptoms and root causes, comprehensive management, combining punishment with prevention, and paying attention to prevention", further improve the long-term mechanism of case prevention, and strive to prevent cases from happening at the source. Strengthen compliance education, and strive to achieve the goal that everyone understands compliance, actively abides by compliance, and diligently maintains compliance. Let everyone be vigilant, do a good job in internal control management, guard against financial risks, and make sure there are no violations and mistakes.
2. Seriously perform their duties, correctly handle the relationship between internal control and development, and effectively prevent and control operational risks and compliance risks. According to the needs of customer groups and outlets' business development, we will create a harmonious team atmosphere, comply with regulations and have efficient operational execution, and escort the development and landing of various businesses of sub-branches.
3. Seriously organize all kinds of business and accounting cleaning in the year-end final accounts, study and organize carefully in strict accordance with the requirements and regulations, and do all kinds of preparatory work by yourself: checking accounts, cleaning up all kinds of funds, testing the year-end final accounts, verifying profits and losses, compiling statements and submitting various self-inspection reports. Ensure the smooth progress of 20xx annual final accounts, and there are no mistakes and accidents.
4. Pay attention to the promotion of bank-enterprise reconciliation and electronic reconciliation, and take the initiative to contact and increase the collection according to the bank-enterprise reconciliation payment situation released by the branch settlement department in time. In view of the change of financial personnel and address, the sub-branch overcame the difficulties of tight time, few personnel and heavy workload, and completed the account check in time at the end of the year, further maintaining the good cooperative relationship between banks and enterprises.
Third, do a good job in team building, start from the foundation, focus on the safety quality training of operators, and ensure the stable operation of branches.
1, strengthen the management of surveillance video. Strictly follow the requirements of the branch on the management and playback of surveillance video, carefully check the playback video every week, and read through all the monitoring of all tellers throughout the month. When the teller's illegal behavior is found in the playback, patiently explain the reasons and consequences to the teller to reduce the hidden dangers of accidents; For other problems found, you can contact relevant functional departments in time to urge improvement and ensure the integrity, clarity and effectiveness of video materials.
2. Carefully review the teller's summons and deal with the mistakes made by the supervisor in time. Strengthen the subpoena audit of new salesmen and tellers who make more mistakes, so that the error rate can be better controlled. In case of post supervisor's inquiry and error distribution, check and analyze the causes of errors with tellers one by one at the morning meeting, carefully register the teller's error account, and urge tellers to rectify and eliminate them.
3. Strengthen the staff's business guidance training and skills training, formulate the management measures for the internal control reward and punishment points assessment mechanism of the sub-branches, effectively motivate the staff, and ensure that the risk prevention work and the 53 1 training are carried out in an orderly manner, and the implementation system is not out of shape. Earnestly organize the morning meeting to study, timely analyze and convey the risk early warning list of the Head Office and branches, carry out new business training, do a good job of pre-shift, in-shift and post-shift inspection notification, comment on the mistakes of the supervisor, and explain the problems in monitoring and playback one by one. Report the risk investigation report regularly, investigate the management risk, internal control risk and safety risk one by one, make progress and rectification, and improve the employees' awareness of obeying rules and discipline. Multi-channel training educates employees to establish a sense of risk and responsibility, so that employees can realize that they are part of the risk management system, conscientiously implement various rules and regulations, follow various rules and regulations, and strengthen the implementation of various rules and regulations.
Shortcomings in my work:
1. Internal refined management needs to be improved, and internal control monitoring is not in place. Because many jobs can't take care of all staff management, employees' business skills need to be improved urgently, and sometimes they are tired of coping with daily work and are not well managed.
2. Risk monitoring awareness is different from system update. Because the Head Office's 53 1 system is online, the cleaning work is intensive, the data update of new business systems is accelerated, the pace of autonomous learning needs to be synchronized, and the research is not comprehensive enough. In the future work, we will strive to overcome our own shortcomings, learn and control in time, enrich professional knowledge, better master rules and regulations, and enhance risk awareness.
3. Sub-branch services still need to be improved, and the professional quality of employees can not meet the high-intensity business risks of banks. In 20xx, we will mainly improve the working skills and service level of branch operators from the aspects of service and system implementation and staff quality improvement.
After a month's internship, I began to get out of the ignorant state, gradually became familiar with the banking business process, understood all kinds of banking business, and gradually integrated into the intense work under the careful guidance of my master.
This month's internship is an important transition from a student to the workplace, which has helped me a lot and laid a solid foundation for my future work. Life in xx Branch is very busy. There is the sound of printers, counting money and stamping in the business hall every day. The endless stream of people kept my assistant manager in the small lobby busy as a bee.
I am very grateful to all the experts in the sub-branch, who are willing to take time out of their busy schedules to help me answer questions I don't understand, and are willing to teach their experience without reservation. Thanks to their careful teaching and selfless help, my familiarity with banking business has been greatly improved, which is very important for my internship experience.
I still remember when I first came here for an internship, the leader once asked me if I was tired. Seriously, busy work is really a little tired. But when people are in their place, I am proud of responsibility, because responsibility proves the existence of my own value, just like Liu Bei's great trust in Zhuge Liang. Responsibility is the trust in character, the recognition of ability, a mission and an honor. It is a manifestation of value to perform one's duties well, give full play to one's abilities and overcome difficulties to complete the work.
The reward of responsibility for me is not pressure and hard work, but the pleasure of enjoying my work and the happiness after achieving results.
Halfway through the work, I began to understand that no matter how many theories I learned and understood at school, in my new job, the basic things should be started from scratch. Because there are many things that are not in class, you can't touch them.
In the bank, every staff member is his own teacher, so he should consult modestly, discover more, analyze and compare more, summarize more, and give full play to his subjective initiative and work enthusiasm. Only in this way can we improve our work and satisfy others. Although I didn't become an all-rounder in a month, I at least learned a lot about banking.
Moreover, the position of assistant manager in the lobby can cultivate enough resilience. At work, we often encounter unruly customers or equipment problems. I didn't know what to do at first, but then I slowly began to learn how to appease customers and how to deal with equipment problems. And the adaptability is improved.
Through this internship, I am familiar with and adapted to some basic processes and business operation links of the bank, understand what work is and what work is all about, and also understand some complicated and subtle social interpersonal relationships, so as to do a warm-up exercise for my future social interpersonal communication.
At the same time, through this internship, I once again understand my own advantages and disadvantages.
As a new college student, I still have a lot to learn, and I will inevitably make mistakes. But if I make a mistake, I should confess to my leader immediately and ask him to teach me how to correct it. Take the initiative to take responsibility and take the initiative to take responsibility for mistakes. We must never get cold feet or shirk our responsibilities.
A responsible person can do well in any position, and an irresponsible person can't do anything so smoothly. New employees must remember to learn to take responsibility. I am very happy to join the big family of CCB. In the future work, I will, as always, actively learn business knowledge and exercise business skills, ask more questions if I don't understand, consult leaders and masters with an open mind, learn more, practice more and think more, and strive to be a qualified X pedestrian!
/kloc-on August xx, 0/6, which coincided with Tanabata, I went to Guangzhou Bank for an internship for two weeks. On August 27th, the internship ended, and the relevant memories were preserved in words.
Those things:
On the first day of internship, I got up at 6 o'clock that day. As a result, I was half an hour late because I couldn't get on the bus. Fortunately, it's just an internship, and everyone is very tolerant of us. Crowding buses has become an internship nightmare. I have a strong idea: if I want to stay in Guangzhou, I should have my own car, at least I should have a fixed taxi fare.
Sometimes we also communicate with some customers. Once, a female client said that her company lacked a secretary, and someone like me would be very suitable. Maybe she just said I wasn't interested in it, but I was flattered. Secretary? I really haven't thought about this career, but I really want to work in writing, but my writing is not so good.
Because I haven't contacted before, I don't know much about the business of a post-loan center. The "host" is an easy-going and generous person. From the first day, he taught me the details of personal loan business carefully. With the care and support of teachers and leaders, I have made rapid progress in all aspects and have a new understanding of banking work. To work in a bank, we must first adhere to the principle of "doing things seriously and being upright" and be diligent and conscientious in our internship positions. During the work period, we should finish the tasks on time seriously, and we should not be hasty and perfunctory, and we should be cautious in every business. In banking, whoever wins the customer is the final winner.
An impetuous heart is calm, but there is no lack of xx. I have just stepped into the society from school, and I have a restless heart. After work, my biggest experience is that personal development and ability progress not only need superb skills, but also need loyalty to work and work-centered professionalism, that is, you can settle down when doing things. This is mainly reflected in many small things in daily work, starting with the details. In today's fierce competition in the financial market, we should not only strengthen our theoretical quality and professional level, but also strengthen our professional skills, so as to be handy in our work and better provide convenient, fast and accurate services to our customers.
At the same time, I realized the difference between students and social workers. It is wrong to say that the work is not difficult. After taking part in the work, I further understand the essence of life, that is, if you want to succeed and get the state you want, you must first pay 12 points. After the internship, we really realized the hard work of our parents to earn money and began to consciously cultivate our financial management ability. What you learn in college is not only knowledge, but also a kind of ability, which is called self-study.
Only by participating in the internship can we deeply understand the meaning of this sentence. Apart from English and computer operation, the theoretical knowledge learned in textbooks is rarely used. In this era of information explosion, knowledge is updated too quickly, and it is definitely not possible to rely on the original knowledge. In the future work, we should be diligent, ponder slowly, and constantly learn and accumulate. When you encounter something you don't understand, you should consult others with an open mind, take notes and carefully understand and analyze it. People who have no self-study ability will be eliminated by society sooner or later!
I appreciate Sanmao, who turned the Sahara desert into an oasis in people's hearts. I appreciate her words most: even if it is not successful, it will not become a blank. The goddess of success does not favor all people, but all those who have participated and tried. Even without success, their world is not dull or blank. The internship is very busy and full. The space of life must be set aside by cleaning up and reducing, while the space of mind can be expanded by thinking and understanding. When I turned to face the sunshine, I found that I was no longer trapped in the shadows. I began to learn to find happiness from the seemingly mechanical repetition of internship. I am very satisfied with my internship and feel at ease.
Banking experience, experience and sample essays (Chapter 8) 20xx In February, I was fortunate to be a member of the warm family of Binxian Sub-branch. The internship time is not long, but during this precious time, I learned a lot. The following is my internship experience, to share with you:
"Sincerity, kindness, self-discipline and self-improvement" is the slogan of our morning exercise every day. When we shout out the entrepreneurial spirit of Jiutai Rural Commercial Bank every day, a busy day's work begins. When I entered the business room, the master began to teach me the most basic things to do every day, such as closing the box, adjusting the sealing time, collecting vouchers, paying money and tying accounts, so that I could familiarize myself with the daily process of this job and told me that although we had to do these things every day, we could not make any mistakes, and the banking system could not tolerate any mistakes. When I first heard words I had never heard before, such as terminal, trunk and account tying, including the skillful operation skills when watching the master touch the terminal, I found that I still had a lot to learn. When learning to count money, my hands are clumsy and I always can't hold the money. Several colleagues saw it and came to help me correct my posture and method of counting money. Every time a customer handles business, the master will let me learn how to fill in the voucher, how to prepare it, and how to check it online, so that I can watch the master do business one after another.
I also had the first chance to contact the terminal. The master patiently watched me operate the terminal next to me. He will check every step carefully and tell me immediately when there are mistakes, so that I have learned some basic operations similar to depositing and withdrawing money now, but there are still many problems that make me feel strange. At this time, my colleagues around me always smiled and said to me, "It's okay. It's always like this when I first came. Learn slowly in the future." The leader also kindly said to our interns: "Although you just entered the unit and feel a little strange, it won't be long before you will live and study in harmony. We are a big family. The difference is that some people come early, are familiar with it early, come late, and are just getting familiar with it. " In fact, listening to everyone's words of concern, I think I may not have fully integrated into this big family, but they have regarded me as a family.
At work, the change of work attitude is an important asset in my life. Maybe the technical level will make you reach a certain level, but the real magic weapon to improve you is to treat people and be serious and responsible for your work, so I will try my best to complete the tasks assigned by my leaders every time and cherish every opportunity to exercise myself. During my internship, I also learned that as a bank employee, service attitude is particularly important. Pay attention to details, learn to observe and understand customers, think about what customers think and worry about what customers are anxious about. Don't complain about the attitude of customers towards you. The attitude of customers towards you is actually a mirror of your own words and deeds. Don't always find fault with the mirror, but reflect on where the people in the mirror are not good enough and where they need to be improved.
If breaking a cocoon into a butterfly is a very difficult process, then the process from college students to professionals is even more difficult than breaking a cocoon into a butterfly, but I am lucky to grow up in the big family of Jiutai Rural Commercial Bank, and I am very grateful to Jiutai Rural Commercial Bank for giving me a stage to make my passionate youth bloom. As a lucky Jiutai Rural Commercial Bank, I will inherit the hardworking, conscientious and selfless dedication of my predecessors. As a newcomer to the banking system, I will continue to learn new knowledge, broaden my horizons, seek innovation, and repay the society and our bank with the best service.