How to write the experience of the lobby manager, which is more standard and standardized? According to many years of experience in secretarial writing and referring to the experience samples of excellent lobby managers, you can get twice the result with half the effort. The following are five excellent stories of lobby managers' experience for your reference.
Lobby Manager 1 Experience
As a personal finance employee of a grass-roots branch, I was lucky enough to attend the lobby manager training course held in a provincial branch from February 8, 65438 to February 00, 65438. In just three days, Harper's three teachers, their erudition, their enthusiasm and their dedication, deeply touched me. They try their best to teach us as much knowledge and ideas as possible, just like a raging river pouring down on us. Although our cup is small, the one left behind is enough for us to remember for a long time and benefit a lot.
Teacher Yang is amiable. She tells about the responsibilities and processes of the lobby manager and how to provide consulting services to customers. It can be said that this is a detailed guide to our daily work. She specifically mentioned the Inner Mongolia President's Symposium. The Head Office put the personal banking business in a top priority, a matter of life and death, and a commanding position, and proposed that all outlets should be transformed before the end of 2008. This undoubtedly poses a historical responsibility challenge to our lobby manager. Because in the two goals of transformation, increasing the sales volume of outlets and improving customer satisfaction depend on the substantial improvement of the quality of lobby managers. The role orientation of the lobby manager needs our re-understanding and attention. From the past storage guide to the concept of golden boy, it has management function and marketing function. Smiling faces are definitely not enough. Are we capable of taking this responsibility? Mr. Yang put forward the requirements of an excellent lobby manager for us? Affinity, very familiar with the characteristics of the products sold, have professional confidence that customers can rely on, introduce the product content in a way that customers can understand, explain in detail any possible changes after purchase, consult and solve problems for customers with a long-term vision, keep promises and be honest. And explained to us many practical strategies in the process of marketing service, such as how to pay attention to communication etiquette, recommend products, skillfully use trading strategies, skillfully use quotation methods and so on. Some lively and interesting stories inspired us. By showing the photos of Bank of America outlets, we have broadened our horizons and broken the traditional concept.
Teacher Sun Yonghui told us the basic knowledge of personal finance, which gave us a new understanding of financial management. The purpose of financial management is not to maximize the investment income of customers, but to balance the present and future income and expenditure and realize financial freedom and security. This provides a more objective, scientific and rational basis for us to recommend our wealth management products to our customers.
Teacher Yang Jiahong teaches us self-motivation and management, marketing communication and skills training. He always walks beside us when giving lectures, so that his influence can affect everyone. He is funny, witty and humorous, which makes it very easy for everyone to communicate with him. Laughter and applause broke out from time to time in class. What impressed me most was some ideas he put forward for everyone. Very thought-provoking—
The competition between people is the competition of learning ability, and the concept of lifelong learning should be established.
When setting a goal, the goal must be focused, just like a drop of water wears through a stone, because water always drops in the same place, and the condenser can make the paper burn.
You can't sweep the world without sweeping a house. You should work hard with your feet on the ground.
If you want to make progress in life, you must break the comfort zone. If you make a little progress every day, you can lose your hair, surpass yourself and enhance your value.
Keep a good attitude and don't be influenced by emotions. In the face of this fast-changing and dangerous era, all we can do is to keep learning, constantly change and adjust ourselves, and strive to start a business.
These words touched my heart. We are used to work and can take it easy, but should we do better? Can we do better? Obviously, if we don't change, make progress and stay at the present level, we may not be able to adapt to the changes brought about by development, thus affecting the quality of our work and even being eliminated by competition. Teacher Yang, like a pupil, patiently emphasized these truths to us, even how to do them. If you read 15 to 30 minutes every day, other details are mentioned, which can be described as well-intentioned.
During training, we were divided into groups. Students who don't know each other form a team in a short time. Established the team name, team training and team song. When our Haiyan team performed on stage, I was excited and confident. Everyone is very vocal and full of confidence. What we want is Haiyan's tenacious fighting spirit, and our team training is that Qi Xin will work together to win the first place. Our team song is unity is strength, and we dedicate our youth. In the scenario simulation, each group performs various stories about the daily work of the lobby manager. After the performance, the audience rushed to comment and pointed out the advantages and disadvantages. It can be said that how deep your participation is, how deep your feelings are. On and off the stage, there are sparks of wisdom and experience. In the talent show, our lobby manager showed the charm of youth, applause, laughter and warm atmosphere. In the final award, our Haiyan team won the best team spirit display award. Soul mate team and dream team also won awards.
The unfinished three days are over. Although we sympathize with our teachers, their voices are hoarse as they talk, we still hope to listen to them more, learn more about the essence and experience more about the great truth in that little story. Although many people have expressed their gratitude to the teachers on the stage, I still want to say to them personally here: Teacher, you have worked hard. We will try our best to understand and master what you have taught and do as you wish. I dedicate that song "Grateful Heart" to you, thank you!
Experience of lobby manager II
On the day we left, the storm in Wuhan did not weaken our determination to study in Changyuan. The 26-hour trek has not reduced our desire to improve our professional ability. In this way, from Hubei to Jilin, after 26 hours, we arrived at the destination Changchun.
On the train, everyone chatted about anecdotes in the outlets and shared successful cases with each other. Everyone is proud when they talk about their work. No matter how entangled the customers met at work, no matter how incomprehensible those outsiders are, no matter how heavy the task this quarter is, everyone's face is always filled with ICBC-style smiles. Unconsciously, everyone left Hubei and went to Henan. The lights on the train have long gone out, and they are lying on the narrow bunk of troublesome sleep. I don't know how long it took, but it feels like dawn. Everyone got up and looked out of the window. It turns out that the train has arrived in Beijing, the capital, so we also set foot on the hot land of northern China. This day seems to be particularly long, and everyone queues up to wash, fetch water and make instant noodles. . . . I think the bank's work all the year round has made each of us bring the numbering to every small link in our lives and strive for unity and harmony.
On the second day of our arrival at Changchun Institute of Finance, we began intense and powerful ability improvement study. There are 95 people in our training class and 40 people in Wuhan Sales Department of Hubei Branch. We are not only the largest team, but also the most United team. There are colleagues from Tibet, Sichuan, Yunnan, Guangxi, Shenzhen, Shanghai and Beijing, and only our Hubei branch is responsible for dressing. No matter where you are, as long as you see someone wearing a white shirt, dark blue pants and black leather shoes, it must be from Hubei Branch. For me in 2009, this is team consciousness! Everyone is working hard for our team!
Sitting in the classroom, the professors talked freely in Kan Kan, which made me admire their eloquence, their self-confidence, their acumen and their profoundness. We listened carefully to the professor's lectures and actively participated in classroom interaction, but Mandarin, which we didn't quite recognize, became proud here.
Learning is actually like eating and sleeping, and it is an indispensable way of life for us. I will apply what I have learned to ICBC according to my own work practice!
Experience of lobby manager 3
I was deeply touched and inspired by the five-day training of "improving the service marketing skills of lobby managers" in our province, which will certainly be of great help to my future work. I will record the experience of these days and share it with you. As we all know, the lobby manager is the first contact between customers and outlets, and is the core figure in implementing the strategy of "winning in the lobby". The lobby manager is the nerve center and emergency center of the daily operation of the enterprise, and also the bridge between the enterprise and the customer. With the continuous improvement of people's demand for services, lobby managers have become more and more familiar and become an important link for enterprises to improve financial services and service quality. Therefore, this provincial trip will focus on improving the standardization and initiative of lobby manager service, and strive to improve the post service level of lobby manager.
This training gave me a new understanding of the position of lobby manager. The specific experience is as follows:
First, it's not just "seeing off"
Smiling service and seeing off are compulsory courses for lobby managers every day, but the job of lobby managers is not just "seeing off".
In today's increasingly fierce market competition, humanized management and service are increasingly respected and accepted by enterprises. Our bank scientifically divides the huge business hall into customer waiting area, cash service area, personal finance area, self-service area and e-banking experience area, which is the concrete embodiment of this service concept. With the requirements of the times, the duty of the lobby manager is to coordinate the service work in these areas, guide customers to divert, guide customers to fill in bills, use the self-service equipment of banks, introduce the service areas of banks, answer customers' waiting questions, market products and so on.
A qualified lobby manager should do at least two things: first, he should be proficient in banking business, and second, he should always pay attention to improving his service quality, that is, be diligent in eyes, mouth, hands and legs. To be proficient in banking business, we should not only know how to do our daily work well, but also know how to better market our CCB's characteristic products.
Ideas determine the way out, products seize customers, public-private joint customers, understand customer information, tap potential customers and so on. It is not only our working philosophy, but also our daily compulsory course. The PDA in the lobby of CCB's existing outlets is fully functional. It can not only know the basic information of customers, but also know what products our customers have bought from CCB. At the same time, we can further understand customers' investment preferences, discover potential business opportunities, tap potential customers, and recommend them to our financial managers to help customers manage their finances, allocate assets and portfolios, and realize their life dreams. For example, we can do the four major businesses of gold, fund, insurance and foreign exchange together to make a portfolio investment and asset allocation for customers, so that customers can achieve an expected income. I believe that asset allocation will definitely overcome the benefits of a single product, which is our bright spot.
We have a professional financial management team to manage money for our customers. I believe that there are only different services and no different customers. Only with infinite intention can customers be loyal; Only by satisfying customers can we establish long-term cooperative relations with customers, and CCB can survive and develop, because customers are God. Think of Buddha's destiny! What impressed me most in my study is that products can be easily copied and value-added services can be surpassed. Only the ability of investment consultants is our core competitiveness, so only by establishing a brand and gaining trust can we be in an invincible position.
Second, learn to market.
Lobby manager plays an important role in customer diversion, service marketing and brand promotion in the transformation of bank retail outlets. The post setting of bank lobby manager is one of the important contents in the transformation of retail banking outlets. Therefore, Hunan Branch of China Construction Bank actively organizes lobby managers to strengthen the knowledge of marketing and service etiquette, and win the trust of customers with skilled business skills and standardized banking service etiquette.
In the past, my concept in marketing was: when customers made money from the wealth management products they bought from me, I was happy for them. If I lose money, I will always have a demon, a little guilty, and never dare to go to the market again. Through this study, I have opened my mind. I have learned to face customers who have lost money in investment bravely, become financial friends with customers, often discuss financial planning with customers, and set stop-loss points and take-profit points for customers, so that customers can truly realize that you are helping them manage their money and let them invest their money in our bank with confidence.
I am deeply touched by the top ten marketing methods in classroom teaching, which are worthy of our flexible application in practical work and will have a multiplier effect. As the saying goes: Open your mouth, and there will be achievements. In daily marketing, we should keep talking and give ourselves a chance every time we say it. Don't give up even if you fail!
Third, higher positioning requirements.
The lobby manager should not only guide customers to divert, provide them with basic consulting services and solve their difficult problems, but also be good at listening to customers' voices and even their complaints. More importantly, he should have a pair of discerning eyes, be good at identifying and finding high-quality customers, and then recommend them to the account manager, so that the account manager can dig and maintain VIP customers well, which is the most important thing in his work and can truly realize his self-worth. Adhere to "customer-centric" and differentiated services, provide differentiated services according to different customer needs, and at the same time tap customer needs to provide thoughtful and meticulous financial services.
A wonderful course was a complete success with students' enthusiasm, interaction, Qi Xin and mutual help. Through this training, the service marketing skills of our CCB lobby manager will definitely reach a new level, and I believe CCB will have a better tomorrow.
The experience of lobby manager Chapter 4
As a modern payment tool, credit card is gradually accepted by more and more people because of its convenience, personalization and overdraft. And with the diversification of market payment methods: the in-depth development of POS card swiping and online payment, the market foundation of credit card payment is more solid and the development space is broader. Our credit card marketing started early, with many types and obvious personalized features, giving customers ample choice, numerous service outlets and convenient repayment consultation. These are all good entry points for us to market CCB credit cards. Let me talk about my views on how to market credit cards in the bank lobby:
First, cast a net in an all-round way and take the initiative.
In the lobby service, the lobby manager has to contact all kinds of people every day, and there are many target groups. Sometimes just say hello, say hello, and add "Do you have a CCB credit card?" It is very likely to successfully market a CCB credit card. The reason is simple: "talk more".
Second, the temptation of gifts.
The needs of customers are varied. In marketing, we can choose to distribute a small gift to our customers. Sometimes the customer doesn't like this product of CCB credit card, but she may like the gift you gave her, especially the gift for the lady. A beautiful environmental protection bag and a delicate flashlight may arouse her desire to apply for a card.
Third, fill in the "trap"
When the customer fills in the business voucher, you can put the credit card application form under the business voucher. Sometimes customers will accidentally fill in together, especially when filling out an e-banking and account opening voucher. Many customers fill in it carelessly, and with your marketing guidance, a complete credit card application form will be filled out successfully.
Fourth, cooperate with the fight.
When serving customers, the lobby manager sometimes meets that cautious customer and refuses to do it when selling credit cards to her. You can copy your ID card and let her bring a credit card application form to do business, creating opportunities for counter marketing.
Fifth, online application saves time.
Customers who take the initiative to apply for a credit card at home can be recommended to fill in the application materials directly on the computer in the e-banking service area. On the one hand, it can speed up the progress of credit card application, on the other hand, it can demonstrate the functions of account opening, inquiry and repayment of credit cards to customers on the computer, and enhance their confidence in using CCB credit cards.
Finally, be sure to leave contact information for customers, so that customers can use CCB credit cards without barriers. The lobby manager will meet many customers who come to consult how to open a credit card every day, which shows that CCB's credit card can continue to optimize while controlling risks. The contact information you leave for customers is also the key to whether customers will use CCB credit cards in the end.
The experience of the lobby manager Chapter 5
Reading is the hobby of the newly appointed lobby manager Dan Liwen for many years. He has a special liking for inspirational books and has benefited a lot. In July this year, the term of the warehouse keeper of Dan Liwen's three-year branch ended, and he rotated to the grassroots outlets as the lobby manager, focusing on online banking marketing. As a relatively high gold content business of ABC, online banking is still a new thing in rural outlets, with few readers and users. Although Dan Liwen quickly threw himself into the role, he is now speculating and making great efforts, but the results are not great. Dan Liwen, who was originally high-spirited, suffered a little blow to his self-esteem, and the invisible pressure made him a little dull. Fortunately, Dan Liwen has a good habit of reading. After work, he read How to Be a Successful Marketer by Combining Commercial Marketing. A marketing example in the book gave him great inspiration.
The book says that a marketer went to a far from civilized place to sell shoes. Seeing that the local people were barefoot, he felt hopeless in marketing and gave up this virgin land. When another salesman came to see it, he was overjoyed. He thought that the local shoe market had great potential, so he decided to stay and started by teaching local people how to wear shoes, which achieved great success and promoted the local civilization process.
With the experience of the preceding car, we have the backbone. Subsequently, Dan Liwen always introduced ABC's online banking, from handling fees and settlement to online banking download, when instructing customers to apply for card discounts. Finally, he did not forget to demonstrate the operation again, so as to reassure customers and master convenient new business. Because Dan Liwen is happy to be a teacher, he has narrowed the distance with customers. In August, Dan Liwen took advantage of the opportunity of freshmen to focus on marketing, and handled 280 online banking transactions in one month, becoming the marketing champion of the branch and being advertised as a marketing model.