1. Banking experience
When I walked into China Merchants Bank Shenyang Branch, I was very impressed by their service: customers are God, God is right when he is wrong, and customers are always right. They treat every customer sincerely and do their best to do every job well. The word "dedication" has been truly interpreted in them. Banks engage in financial products and services. In today's banking business, you have something new, and the competition is becoming more and more fierce. In order to win the market, we must focus on efficient and high-quality services while constantly introducing new products, and the fundamental purpose of efficient and high-quality services is to "leave convenience to customers." Financial services should not only pay attention to the expression of smiles and politeness, but also pay more attention to the individual needs of customers. Through the information of customers' family background, age structure, personal interests and psychological state, we can understand and satisfy customers at a deeper level, maintain and strengthen long-term cooperative relations with customers, and achieve a win-win situation. Customer-centered, high-quality, diversified, characteristic and personalized service is a means to meet the multi-level needs of different customers at any time and anywhere, so as to obtain the sustainable driving force for their own development.
Every bank employee should establish the concept of gratitude: thank customers for the profits, benefits and business development opportunities they bring to the bank, and thank customers for becoming attached to me, so that I can get the opportunity to serve him, make contributions and gain benefits; At the same time, I would also like to thank the bank for providing a service platform for employees to show themselves. Only by establishing the concept of gratitude and always thanking customers can we truly do a good job of standardized and civilized service from the bottom of our hearts, establish the service tenet of "customer-centered", truly serve customers wholeheartedly and truly serve them well. Service culture is a culture with service values as the core, customer satisfaction as the goal, and the formation of common value cognition and behavior norms of all employees as the content. Cultural construction cannot be achieved overnight, and it needs long-term precipitation and integration. China Merchants Bank often organizes employees to carry out a series of service culture indoctrination activities, and encourages employees to establish habitual service behaviors by participating in these activities. These activities include a series of service training and service activities within the bank.
These activities not only establish the service concept, but also enable employees to practice, cultivate service awareness and form service behavior habits. Sublimate service demand into service consciousness, service practice into service system, service behavior into service habit and service brand into service quality. Let culture become the behavior of employees, let the core value of service be deeply rooted in people's hearts, and at the same time constantly absorb the advanced ideas and practices of other industries and financial industries. After a long period of tempering, this service culture has become the consistent thought and action of employees.
The business department of China Merchants Bank Shenyang Branch has implemented a relatively perfect service system, mechanism and measures, as well as relevant subsidiary norms, so that all employees in the business department not only have the service concept of thanking God, but more importantly, take customer satisfaction as the value orientation of service. In daily work, we should truly "change with you", change with customer needs, and "leave convenience to customers".
Really realized their three words of service: the customer is God, God is right when he is wrong, and the customer is always right. They treat every customer sincerely and do their best to do every job: whether it is the layout of service functional areas, the setting of service machines and tools, the layout of convenience facilities, the placement of goods, the posting of tips and instructions, the guidance and guidance for handling business, or even the location of labeling and pasting; Or the system, mechanism, measures, training of civilized and standardized services, as well as relevant supporting assessment and evaluation all take into account the convenience of customers, reflecting their concern, meticulous, meticulous, thoughtful and comprehensive; Let customers who handle business feel warm, caring and considerate, enjoy respect and nobility, and feel that customers are the fulfillment, deduction and interpretation of God's promise. This is precisely because they are grateful and take winning customer satisfaction as their service value orientation, so that they can get rich returns from God-let their business grow day by day and their profits rise day by day.
The comprehensive quality of employees directly affects the development of banks. Bank employees are proficient in financial knowledge, foreign language conversation, computers and their own customers, which is very common in China Merchants Bank. But do we have this quality at present? Therefore, we should often hold training courses in foreign languages, laws and regulations, financial knowledge, customer management, etc., so that employees can have the opportunity to receive re-education at any time and truly build a learning team.
Attach importance to the pre-job training of employees. China Merchants Bank generally insists that employees should have three to six months of pre-job training before taking up their posts, and there is a simulation business system to cooperate with teaching, that is, employees should be made into models needed by enterprises before taking up their posts. The training department adds a simulated business system, compiles pre-job training courses for employees, improves pre-job training, and avoids the impact on the business level and service quality after employees arrive at the outlets.
Strengthen standardized etiquette training. Organize employees to carry out standardized training on etiquette knowledge, civilized language and manners, and implement centralized, standardized and all-round intensive training. At the same time, strengthen business technical training and assessment to improve service efficiency. Conduct on-the-job training and on-the-job training, conduct regular assessments and professional technical competitions, and require employees to be "good, fast, accurate and strict" in business. If they can't meet the standards, they can't go to work. Through strict skills training, employees can learn business operation skills and operate various businesses skillfully and accurately.
China Merchants Bank has established a long-term and effective service training mechanism to improve the comprehensive quality of employees. In the process of handling business for customers, tellers guide customers' demand for financial products according to their economic conditions, so that customers who originally handled savings business can handle credit card business, wealth management business or other businesses under the guidance of tellers, so that services can be derived and added.
Increase the intensity and breadth of supervision and form a multi-level, all-round and three-dimensional supervision system. Civilized service work should always be unremitting, to ensure that the level and quality of quality service will not decline and will not waver. In addition to formulating and implementing various systems, we should also strengthen the supervision and inspection mechanism. In addition to the daily service supervision of branches, China Merchants Bank also employs third-party service supervision institutions and full-time supervisors to conduct regular or irregular inspections and report the inspection results, and all outlets timely rectify the notified problems.
There is no end to quality and civilized service. Persistence is the key, and implementation is the most important. The business place is the window of the bank, and the small window reflects the overall appearance and good reputation of the bank. What kind of service customers get here can only be known through unannounced visits. Therefore, unannounced visits are a good way to ensure quality service, without going through the motions and putting on airs. As an ordinary customer, he often makes unannounced visits to the service environment, service attitude and service quality of business outlets by watching, listening, checking and asking, solicit opinions and suggestions from customers extensively, solve problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish a good image of high-quality, efficient, fast and safe service of banks.
Actively create a beautiful and comfortable service environment. There are many bank outlets, and there will be several bank outlets in a few hundred square meters in Fiona Fang. In today's homogeneous competition of banks, people will naturally look to those business places with comfortable and elegant environment. Beautiful and elegant bank decoration will bring comfort, dignity and security to customers; At the same time, let customers feel the strength of the bank. Therefore, business outlets should purify and beautify their business indoor and outdoor in accordance with standardized service standards, and pursue a distinctive and unified style in external image design to play a silent propaganda role.
China Merchants Bank has scientific service process, wide service range and good service attitude. The service concept permeates every department and every employee's heart, and gratitude to God has become the constant value cognition of all employees. Through this learning activity, I understand why China Merchants Bank Shenyang Branch has become the perfect bank in Shenyang. At the same time, we also found that our service management has many shortcomings in the construction of "software and hardware" and the "good intentions" of the organizers of Hainan Banking Association. In the future work, I will combine the service management experience I learned in Shenyang with the actual situation of our bank and apply it to practical work, so that our service work will reach a new level.
2. Working experience in banking
By studying the Code of Conduct for Employees of China Construction Bank, I have a better understanding, more consciously implement the code of conduct, cultivate a good corporate culture, carry forward good professional ethics and do my job well. After learning the code of conduct for CCB employees, I have the following feelings. The first is dedication and selflessness. Dedication in the ordinary, love and dedication are the most common dedication spirit in all walks of life. Seemingly ordinary, but actually great. From a big perspective, a career and a job are the basic guarantee for a person's survival and development. From a small point of view, for example, in CCB, everyone's work is the guarantee of personal survival and development, and it is also necessary for CCB's existence and development. To be a CCB person, to be a dedicated person for the future and honor of CCB, is the most cited code of conduct for professional ethics to standardize behavior quality and evaluate good and evil.
The second is to strengthen business knowledge learning and raise awareness of compliance management. "Without rules, there would be no square". As front-line employees of outlets, it is our most practical task to effectively improve their professional quality and risk prevention ability and comprehensively strengthen counter marketing and counter service. As a counter worker, I know the importance of work, because it is a window for customers to directly understand our bank and plays a bridge role between customers and banks. Therefore, in the counter work, I always want to learn business with an open mind, exercise my skills with my heart, and treat customers with enthusiasm. In the increasingly fierce competition in the banking industry, we all clearly realize that only more patient, thoughtful and fast quality service can win more customers and better social image for our banks. What we face every day are all kinds of customers at different levels and all kinds of things, which requires our employees to have a high degree of ideological awareness.
The third is to strengthen the implementation of rules and regulations and the awareness of case supervision and prevention. For tellers, the implementation of rules and regulations should start with me, carefully examine the vouchers, authorize the business to be legal and compliant, strictly implement the safety precautions of the business operating system, and resist all kinds of illegal operations. And do a good job of mutual restraint and mutual supervision, and should not deviate from the rules and regulations because of colleagues' feelings or one-sided pursuit of economic interests. Stick to the rules from beginning to end. Only in this way can our system be implemented and our capital security be guaranteed.
Through this study of the Code of Conduct for Employees, I realized the spirit and rich connotation of the Code of Conduct for Employees, as well as the basic professional ethics and specific compliance requirements that should be followed in life, work, performance of duties and practice. In the future, I will definitely start from my post, consciously study and practice, do a better job and work hard for the reform and development of CCB.
3. Working experience in banking
I have been working in xx Branch of xx Bank for almost a year, and I am engaged in the most common work here-teller. Maybe in the eyes of others, ordinary tellers have no future, but I don't think so. The counter can do something. Attitude is everything. I love this job and regard it as the starting point of my career. As a xx employee, especially a front-line employee, I always feel the heavy responsibility I shoulder. Counter service is to show the image and face of a bank, so I win the trust of customers with full enthusiasm, dedicated service and sincere service every day, and try my best to serve customers with a positive working attitude. Show our "window of civilization". Among the bank employees, tellers are the group directly facing customers, and the counter is the window to show the image of xx Bank. Tellers' daily work may be busy and monotonous. But behind all kinds of customers, tellers should be skilled in operation and enthusiastic in service, day after day, so that customers can truly realize the sincerity of our bank and feel the people-oriented nature of handling business in xx Bank. This kind of work is extraordinary. To this end, I ask myself to do:
First, master excellent business skills and never relax business learning;
Second, maintain good professional ethics and abide by the rules and regulations of the unit;
Third, cultivate harmonious interpersonal relationships, live in harmony with colleagues and help each other.
In the process of serving customers, I always insist on thinking what customers think and taking customers as the most basic starting point. To provide customers with all-round, thoughtful and efficient services, to achieve standardized operation, standardized service, polite language and decent behavior, to leave a good impression on customers and win their trust. When actually handling business, under the premise of ensuring compliance with the rules and regulations of our bank, we will use it flexibly to provide customers with certain convenience and personalized and humanized services. What the banking industry needs is collective unity and cooperation. One's strength is always limited, so we should help each other and learn from each other.
While constantly helping colleagues, we should also constantly improve ourselves. With the development of the times, the competition between banks is becoming more and more fierce. We should not only concentrate on the work at hand, but also absorb new knowledge to meet the challenges in the future. Therefore, we should not be complacent, constantly improve our comprehensive quality and expand our knowledge, so as to better serve our customers and make our work more perfect.
Attitude is everything. Based on the fundamental, down-to-earth, and strive to learn business knowledge. In this ordinary post, I deeply realized that greatness begins with the ordinary, and ordinary us can also contribute our enthusiasm and sincerity. Ordinary people can create a sky of their own.
4. Working experience in banking
As a new business of rural credit cooperatives, electronic banking has become an important market weapon because of its convenience, rapidity and high efficiency. As a front-line teller, it is the first window to market e-banking products. Here, I would like to talk about some feelings about counter marketing of e-banking products: skilled use is the premise. As front-line counter service personnel, only by mastering the operation process skillfully can we promote the e-banking business of rural credit cooperatives to customers and be handy in marketing. The downloading of e-cert for online banking, the downloading of mobile banking client, especially the downloading and installation of Android system and ids system, and the signing of Alipay cartoon all require the counter service personnel to know it by heart, and they will be handy if there is any trouble.
Promote and see the demand. Tellers must pay attention to methods when marketing e-banking products, and traditional inquiry methods often have little effect. Need to ask customers about their occupation, habits, etc. , and promote products in a targeted manner. For example, buyers of agricultural products often need to remit money to farmers to tell them the convenience of opening e-banking products; For customers who often need to send their children living expenses, it should be clear that they can remit money at home at night, and the remittance fee for e-banking products is free at present. You can check the account details through e-banking to let customers recharge their phone bills anytime and anywhere, which will be very interesting.
Intensive cultivation requires experience. Understanding the advantages of electronic banking products of rural credit cooperatives is only the first step to do a good job in marketing, and the key lies in active marketing, because many times customers simply don't know that rural credit cooperatives have good electronic banking products, and at the same time they must learn to respond flexibly. Some customers have doubts about the security of e-banking in rural credit cooperatives, and we need to spend more patience to explain it to customers. Sometimes customers don't understand the mobile banking business at all, and the only way is to take out their mobile phones and demonstrate the security and convenience of mobile banking to customers; Sometimes customers will say no. At this time, it is necessary to teach customers to use it hand in hand, and customers can't shirk it. In short, be proactive and see clearly what you are doing, and the marketing effect will be obvious.
Communication is very important. Although many people know about e-banking, their understanding of e-banking is only conceptual, especially for customers in rural areas, when using e-banking, there will be such problems. When opening e-banking business for customers at the counter, you should take the initiative to leave the customer's contact information, so that customers can consult at any time when they encounter problems, guide installation on site when necessary, inform the operation process, or call back regularly. This can not only make customers feel the intimate service of rural credit cooperatives, but also ensure the normal use of customers. Long-term use will lead to use dependence.
5. Banking experience.
When I first came to the bank, I was a stranger. As a young man who just graduated, it is really difficult to get such an opportunity. Many of my classmates haven't found jobs yet. I really appreciate you and the bank for giving me this opportunity. This period of work makes me feel that no matter what profession, we should cultivate our sense of responsibility. The most important thing for a person is responsibility. Without a sense of responsibility, we can't do a good job, let alone live a good life. Therefore, in this position, I always told myself that I should know my responsibilities and that every customer has his own standards, and I can't let the image of the bank suffer some losses because of my own reasons. I have performed well in this respect, and my leaders and colleagues have also given me encouragement and recognition.