Article 1 Daily cleaning and other precautions
1, according to the actual situation of the unit, reasonably arrange the cleaning time, make the duty list, and the responsibility lies with people. Clean it once in the morning and evening, according to the situation during the day, and keep the hall clean and orderly at all times;
2. Keep the ground free of cigarette butts, scraps of paper, peels and other sundries and stains, and the marble floor and wall are shiny;
3. Keep the glass door, glass window and bullet-proof glass in the lobby clean and free from water stains, handprints and stains;
4. Items at the service desk (vouchers, pens, reading glasses, billboards, money counters, etc.). ) should be placed neatly and orderly, and the vouchers should be filled in in time to ensure convenient and timely access at work;
5. Units with drinking fountains should keep the drinking fountains clean and put paper cups into paper cup boxes (the number of paper cups should be properly placed according to the actual situation to prevent waste);
6. Organize bookshelves to ensure that newspapers, publicity pages and books are neatly arranged, beautiful and easy to access;
7, potted plants, flowers and trees placed in the hall, regular watering, remove yellow leaves, keep beautiful;
8. Clean all the equipment in the hall to ensure that the equipment is free of dust and sundries. When wiping, be careful not to wipe the power interface and the easily damaged parts with a wet sweater;
9. Units with receipt cabinets must put the receipt of the previous day into the receipt cabinet before going to work;
10, if there is a big customer room, clean it regularly and put newspapers, product leaflets and small packages of snacks and fresh fruits;
1 1. Attend the morning meeting of the branch company to ensure that the spirit conveyed by the meeting can be understood and mastered in time;
12, check the equipment twice a day (including self-service teller machines, electronic information display screens, pagers and other convenience facilities), report the problems to the person in charge of the outlets in time, and contact relevant departments for maintenance and replacement;
13, register the lobby manager's work log every day, including marketing product registration, high-quality customer identification, problems existing or found in the work, customer return visit records (return visit time, return visit items, return visit object name and contact number, return visit opinions, etc. ) and other contents that need to be recorded;
14. Check the customer's suggestion book after work, reply with the company's accountant and back office staff, and turn off all power supplies in the lobby, including air conditioners, receipt cabinets, number fetching machines, water dispensers, computers and other power switches.
Article 2 Service Etiquette
1，gfd。 Dress code, generous image. Don't do anything unrelated to business during business hours, and don't yawn, sneeze or drink water in front of customers. Dress neatly, don't dye your hair in different colors, don't wear exaggerated accessories, and don't wear sunglasses or weird glasses. Female employees wear light makeup without colored nail polish;
2. posture. Stand up straight, chest out and abdomen in. Steady posture, arms swinging back and forth naturally, generally should walk steadily, and can quickly break the step in case of emergency;
3. During work, except for work needs, no whispering, no putting your hands in your pockets, no standing with your back against the wall, and no answering personal phone calls;
4. Standard terminology. Adhere to the use of civilized language (hello, hello, please, goodbye, sorry, never mind, thank you, you're welcome) and insist on speaking Mandarin. The language should be concise and friendly, with a mild tone and moderate tone, and the volume should be subject to the customer's clear hearing.
Article 3 Customer reception and diversion
1, reception. After the customer enters the business hall, the lobby manager should greet the customer at the first time, be polite and enthusiastic, serve with a smile and look directly at each other. Ask about the business to be handled first, and guide them to handle it according to the demand. If possible, accompany them to fill in the form and get the number (queue) all the time, pay attention to the situation when they are particularly busy and provide help in time;
2. divert attention. Classify customers according to business types, guide customers to fill out forms and divert them. Generally divided into corporate customers and private customers, fill in the documents according to their needs (at this time, you can choose the quickest way for them according to the business type and recommend our products at the right time), and then guide them to queue up to get the number (or take them to the window corresponding to the business);
3. In the process of dealing with customers' business, we should always pay attention to the situation and process of dealing with customers' business, discover customers' new needs in time, and guide and help customers.
4. Pay attention to cultivate customers' habit of using self-service channels in daily work, and try to guide customers to operate independently with the help of equipment.
Article 4 Maintenance and inspection of hall order
1. Units with pagers should pay attention to verifying whether customers take the number, whether the number type is correct, and whether the relevant vouchers for handling business are complete (if there is no pager, customers should be instructed to queue up in an orderly manner);
2. Clean up the garbage in the lobby and the garbage in the counter window in time to keep the lobby clean and tidy;
3. Help the old people to pour water and give candy to the children to appease the impatience of customers. Can communicate with customers appropriately, choose the best way to handle business and promote products in time;
4. Observe the counter, mediate, handle and report in time in case of emergencies, and cooperate with the backstage staff;
5. Pay attention to vulnerable groups. There are old, weak, sick, disabled, pregnant and other vulnerable groups, give help as appropriate, handle business for them as soon as possible, and explain the situation to other customers;
6. Service requirements. You must stand up to receive customers (you can sit down and talk about business with customers), and your eyes, mouth, hands and legs should be diligent and shuttle between customers at work.
Article 5 product promotion
1. Actively and objectively introduce and market our advanced, convenient and fast financial products, trading methods and methods to customers according to their needs, and show the advantages of products in the form of examples for customers to choose and be a good financial consultant;
2. After the customer handles the electronic banking business at the counter, he should follow up in time, explain and practice on the spot, and pay a regular visit to the usage (at least three times within one month after the start, once a month from the next month);
3. The lobby manager himself must start the debit card, personal online banking and mobile banking services of our bank and ensure that they can be used normally. If the original mobile phone model does not support the opening of mobile banking, the mobile phone must be replaced within two weeks after joining the company to ensure the opening.
Article 6 Receiving consultation
1, enthusiastically, sincerely, patiently and accurately answer the customer's business consultation. If you don't understand or know something clearly, don't handle it or make it up at will, let alone pass the buck. Ask the unit accountant or person in charge to help solve it in time;
2, in case of problems outside of work, can't show impatience and other emotions, can solve as much as possible to help, can't solve should also do a good job of explanation.
Article 7 Collection of customer information
While receiving customers and guiding diversion, you can communicate with customers by chatting and choose a quick way to deal with them. At the same time, you can master key information in the conversation, including mastering, understanding and dynamic tracking of customer resources. In daily life, we should obtain the information of customer groups through all possible channels, classify and classify the obtained customer information, pay attention to the storage and confidentiality of information, and timely screen, analyze, utilize and follow up, so as to lay the foundation for marketing products, customer identification and future work. Customer's information must be kept strictly confidential and must not be told to others unless it is necessary for work.
Article 8 Emergency treatment
1. Complaint. When the customer is emotional and wants to complain, first take him away from the counter, sit in a quiet place, pour him tea, ask him carefully and listen to what happened. General customer complaints can be summarized into the following situations, which can suit the remedy to the case.
(1) If the customer is upset after waiting for a long time, first apologize to him sincerely, and then ask him what business he wants to handle in detail to see if there are other faster ways to handle it;
(2) If the customer is unable to handle the business due to irregular procedures or other reasons, it should be explained that this is the requirement of our system (or according to the relevant regulations of the regulatory authorities) and you need to cooperate. Please forgive me for the inconvenience. At the same time, it should be emphasized that it is our fault and should be reminded earlier, so customers must ask clearly what business they are handling and whether the relevant information is complete when they enter the door;
(3) If the situation cannot be solved, stabilize the customer's mood first, and then find the accountant in charge or the person in charge of the unit to solve it. Respond to customer comments and effective complaints within the specified time (within 20 working days).
2. Early warning of danger information. If there are suspicious elements or criminals who have criminal intentions or engage in criminal activities, they should report to the counter staff in time to strengthen their vigilance and prevention. When a crime occurs, you should cooperate with the teller, call the police in time and evacuate customers quickly.
3. Complaint solving skills: fully apologize, be sincere, control the situation, take the initiative to take responsibility and put forward solutions, so that customers can participate in the solution, but they can't force customers to accept their own solutions. Customers who complain must be effectively isolated to avoid the expansion of negative effects.
4. Treatment of mental patients: first, stabilize their emotions, do not show discrimination, sympathy or impatience, and then actively contact their families to help solve them. If you can't contact him, patiently persuade him to leave or take him to the rest place to rest, which can't affect other customers to handle business.
Article 9 Reporting system
1. At the end of each business day, check the opinion book of that day and reply with internal staff, report and solve the problems found in time. Do a good job of daily lobby log, collect and sort out customers' opinions and suggestions at ordinary times, and report to the person in charge of the unit in time;
2, problems and difficulties encountered in work or life, to timely report to the unit accountant or person in charge;
3. Assist the person in charge of the outlet to supervise the quality service of the outlet, correct the behaviors violating the standardized service standards in time, and report to the marketing department on a regular basis (report the counter service of last month on 1 through the external network before work every month, or provide corresponding photos or videos, and report major problems in time), and the marketing department will keep the report confidential and investigate;
4, found suspicious criminals and other special circumstances, should promptly report to the accountant or the person in charge of the unit.
Article 10 Strengthen study
1, self-learning improvement. Actively study the business and rules and regulations of the head office, understand and master the latest product features in the bank, flexibly use and accurately introduce the operation methods and product functions to customers. Learn bank-related business knowledge, pay attention to market economy trends, and lay a foundation for daily business management and future development;
2. Actively participate in study and training. Actively participate in all kinds of study and training organized by the head office, constantly sum up work ideas and learn from advanced individuals;
3. When you encounter problems that you don't understand or understand in your work, you should consult the appointed accountant in time. After the documents and business processing standards are completed, according to the actual situation of the outlets, unified accounting standards are designated for further requirements and guidance. In the process of customer business processing, other tellers shall not change or delay the business processing by themselves. If you have different opinions, summarize them in the designated accounting office after work.
Article 11 Vacation system
1. Take a day off every week, and the person in charge of the outlet will arrange shift adjustment to ensure that the normal work will not be affected, and someone will be on duty on the rest day (there is only one outlet of the lobby manager, which needs to be adjusted according to the actual situation of the outlet);
2. Leave the system. Ask for leave from the person in charge of the network within half a day, and ask for leave from the general manager of the subordinate division for more than half a day to one day. If it is more than one day, fill in the leave application form uniformly issued by the head office, submit the paper materials to the marketing department, and take leave to cancel the leave according to the leave process of the head office.
Article 12 safety and preventive measures
1. During business hours, take the initiative to remind customers to pay attention to the safety of funds and properly keep cash and important documents. If the withdrawal amount is large, can you remind the customer to dial? 1 10? Assist in escort;
2, daily cleaning, don't use a wet towel to wipe the electrical interface and easily damaged parts, don't lick flammable and explosive items in the business hall;
3. While explaining and training the e-banking business, remind customers to guard against operational risks and telecom fraud to ensure the safety of funds;
4, should always pay attention to the hall during the daily work, such as abnormal or suspicious molecules, timely report to the unit accountant or head;
5. Other safety precautions.
Article 13 Standardization of Terms of Service
Service language must be just right, so far. When introducing products and business, the lobby manager should express his meaning clearly, kindly and accurately, and don't talk too much. Mainly to inspire customers to talk more, let them be respected, release psychological pressure, and express their true wishes and opinions on service as much as possible.
Fourteenth civilized service terms and taboos
Basic requirements: smile service, use polite language and insist on speaking Mandarin. Be sure to have a greeting when you come, a reply when you ask, and a courier when you leave.
(1) Terms of Service
When a customer enters the business hall, he should say hello at the first time, smile, look directly at the customer and say hello actively? Hello! ? ;
2. When you see a customer hesitating in the lobby, you should take the initiative to say hello. Hello, sir (ladies don't have a good address to greet directly, and acquaintances who come frequently call them by their surnames and work identities). What kind of business do you want to handle, or pay attention to the vouchers in their hands, take the initiative to ask customers, and give specific guidance after getting a clear answer;
3. If you are busy at work and don't find a customer in time, you should apologize first, and then talk to? Outside first, then inside? Principle: stop what you are doing and help your customers with their business first, then what? Sorry to have kept you waiting. What business do you want to do?
4. When several customers come to the service desk almost at the same time, they should first greet the first one, then serve them in sequence, and apologize to the last one. Excuse me, please wait a moment. ;
5. After inquiring about the business done by the customer, you need to fill in the document:? You need to fill out this receipt for this business! Please fill it out first, and if you need help, please call me at any time, okay? If the customer information or voucher is incomplete, please use. Please put. , indicating the information or procedures that should be supplemented. If the customer voucher is filled in incorrectly: Sorry, you have filled in the wrong column (item). Please fill in this column (explain how to do it). Would you please fill in another one?
6. When customers consult business, the terms should be easy to understand and avoid using professional terms within the bank. The answer is complete:? Is there anything you don't understand? Is there anything else I can do for you?
7. When the traffic is heavy, if the window is crowded, the lobby manager should be sincere.
Explain to customers:? Sorry, there are many people today. Would you please line up in order? ;
8. There is a lot of counter business. Upon inquiry, it was learned that the customer was withdrawing (depositing) money within 10,000 yuan.
When:? Do you have our bank card? There are many customers waiting in line at the counter here. If your withdrawal (deposit) amount does not exceed RMB 20,000, may I suggest you go to our ATM (CDS machine)?
9, reception of foreign guests should be polite, supercilious, try to use English or foreign guests can understand the language, make them feel cordial, and accurately understand their intentions;
10, speak kindly and loudly to the elderly, and give care and care to disabled customers to make them feel convenient, but pay attention to specific working methods;
1 1, the other party is unfriendly or uncooperative. Our work needs to be improved,
I hope to get your support, thank you. ? ;
12, when you can't hear the question clearly:
The other person's voice is too small? Would you please speak a little louder?
When the other person speaks too fast? Excuse me, would you please speak slowly? Would you please repeat that?
13. Seriously and patiently answer the questions raised by customers, and then ask after answering? You got it? When you encounter unfamiliar problems, should you take the initiative to guide customers to the relevant consultation window or the person in charge's office, or ask them to talk later? Let me ask for instructions and give you an answer. Just a moment, please? ;
14. If we encounter customer complaints and our service is not in place, we should apologize to our customers. If it is not our responsibility, we should patiently explain it to our customers and never argue with them.
15. When in dispute, don't argue with customers. Even if you are reasonable, you should keep silent and listen with a smile. Other personnel inform the person in charge of the unit to mediate in time, and invite customers to the reception room or places that do not affect other customers for individual treatment;
16. When the internal machine or equipment breaks down and can resume normal work in a short time, apologize to the customer and ask him to wait a moment. Sorry, the computer is out of order, but the staff is carrying out maintenance. A moment, please. Please forgive me for the inconvenience? ; If it takes a long time to resume normal work, you should apologize to the customer and ask if the customer can wait. If you can't wait, please come back another day or deal with it in other ways.
17, when the customer's requirements are illegal or cannot be met, use? Excuse me. , and explain the reasons for the provisions or not;
18, handling complaints or reports:
Thank you for your valuable comments (suggestions), and we will reflect them to the relevant departments as soon as possible.
I wonder if you are satisfied with this solution?
I'm really sorry, Mr. (Ms.) XX. Because of XX, I can't help you solve it now, but I have recorded your complaint (opinion) and contact information. This is my business card (contact number). I will contact the relevant personnel as soon as possible to give you an answer. Is it okay?
19. Due to special circumstances, there were problems that could not be solved or handled at that time. Would you please leave your name, phone number and address for the convenience of contacting you?
When the customer leaves the lobby, say goodbye: Take your time. Bye. Welcome back? ;
2 1. Call back the customer.
(1) Return visit period. Corporate customers (09: 00? 10: 00), merchants (18: 00? 19: 00), others (12: 00? 13:00)。 The specific time depends on the actual situation of the outlets, on the premise of not affecting the work.
(2) terminology. Greetings:? Hello, is this XX (name and position)? I am XX, the customer service representative of Shuyang Rural Commercial Bank. I'm sorry to bother you for a few minutes. May I pay a return visit to your XX (product name)? If the customer says it is inconvenient, he should apologize, ask for a convenient time to contact again and hang up. )
? Can your XX (product name) work normally? What problems have occurred in use? Do you have any suggestions for our products?
(3) When you encounter a problem that cannot be solved by telephone, you should say:? I have recorded your question in detail, and I will report it to the relevant departments as soon as possible. Can I call you again when it's settled?
(4) After the return visit, thank the customer. Thank you very much for taking the time to accept our return visit, and at the same time send sincere wishes (have a nice weekend/holiday! Thank you very much for your support of our work. Thank you for bothering you. Goodbye. ? Wait for the client to hang up.
taboo words
1, hey, come here!
I have the final say in this matter!
3. You are really troublesome!
Don't talk nonsense if you don't understand!
5. Why is it always wrong?
6. I don't know, I don't know!
7, have opinions, reflect to the leadership!
8. Don't come without documents!
9. I'm not free! No, I'm busy. Wait on the side!
10, I don't know!
1 1, I said no, no, it's annoying!
12, what do you know!
13 and so on!
14, other irritating words are contradictory and uncomfortable.
Article 15 Marketing Process and Terms
Marketing our products are as follows: debit cards (Dingyuan Card, Hu Axiang Venture Card, Easy Loan Card), personal online banking, corporate online banking, mobile banking, POS machines, EPOS, Hu Axiang Transfer, corporate basic account, deposit and loan connect (including deposit marketing), one-fold and one-card combination and? Silver farmers contact each other? 、? Banking and business intercommunication? 、? Silver school heart to heart? Engineering publicity.
(A) the marketing process
1, pre-sale. First of all, communicate with customers, get to know them better, learn to discover and create requirements, recommend suitable products to customers according to their needs and daily business types, and briefly explain the advantages and functions of the products and what benefits they can bring.
2. It's on sale. Mainly do on-site training and demonstration, be sure to guide customers to operate themselves, and explain various functions, including various functional sub-projects.
3. After sale. It is required to call more than three times within one month after starting the phone, inquire about the customer's usage and register. Less than 3 times, each household will be deducted 10. At the same time, register the ledger according to the requirements of the document, and those who do not register will be regarded as non-performance. Visit once a month from next month, keep normal contact and communication, and inform the latest product information in time.
(B) marketing terminology
1, the first one is greeting. Being warm and polite can not only eliminate customers' vigilance, but also avoid embarrassing situations for both sides, such as? Hello, I'm the lobby manager of rural commercial bank. Excuse me. . If the customer says he is busy and has no time, he should say:? I understand, but I only need three minutes of your time. Please listen to me while waiting for the business, which will help you choose a faster way to handle it in the future. ?
2, you can insert some digressions, and then further cut into the marketing theme. Like what? The weather is changeable recently, so keep warm and take care of yourself? Wait a minute.
3. Most customers are anxiously waiting, so we must cut to the point, ask customers about their daily business needs, and cut in from key points such as saving time and cost to arouse customers' interest in conversation;
After the conversation, if the customer says he needs to discuss with others, what should he say? Ok, when do you think you can come back for a business trip, you can invite him to experience it together. Shall I make an appointment to show you the detailed product information?
(C) marketing taboos
Marketing is not small talk, we can't talk about everything, the topic is subordinate to marketing purposes, and we shouldn't do whatever we want.
1, topic taboo? Sick and sick? 、? You look pale. Are you sick? And so on;
2, can't touch personal privacy, even if you have anything to talk about, try to avoid such topics;
In the process of negotiating with customers, you should also take the initiative to greet other familiar customers.
(4) Follow-up work
1. After the marketing, we should thank our customers for taking time out of their busy schedules to negotiate.
2. Say goodbye to the customer, leave a business card for the customer and tell him that he can call at any time to handle related business.
Article 16 These Measures shall be interpreted by Jiangsu Shuyang Rural Commercial Bank.
Seventeenth the measures shall be implemented as of the date of issuance.
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