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中国工商银行北京新街口支行营业室大堂经理彭雪梅: 向客户绽放最真挚的笑容

2017-09-16 07:31:50   中国经济网

我在中国工商银行已经工作33年了。

作为一名资深工行人,我最深刻的感受是,党的十八大以来的5年是银行业服务提升最快的5年。

5年来,我们各网点探索分区服务,各类新型自助机具接连出现,智能化银行建设快速推进。这一系列举措一方面有效分流了客户,提高了服务效率;另一方面也大大改进了服务质量,提升了客户体验。

具体来看,除传统的柜台业务办理区,我们还规划出迎宾区、等候区、填单区、互联网金融体验区、自助区、便民区等。在迎宾区,我们主动“上前一步”,给客户宾至如归的感受;在等候区,为客户准备了3种以上的饮品,还常常举办“微沙龙”向客户普及金融知识;在填单区,设立“移动填单台”,方便客户填写单据;在互联网金融体验区,指导客户选择更适合自己的互联网金融产品,并作出相应安全提示;在便民区,备好轮椅、婴儿车、移动电源、外用药品、盲文手册等,帮助客户解决各种场景下可能出现的问题……

5年间,客户们的变化也很大。以前,我们网点只有几台自助机具,客户也不太愿意去那里办业务。现在,客户对自助机具的接受程度大幅提高,即便涉及一些不熟悉的功能也乐于询问并主动尝试。曾经有一位老婆婆想办理“存折缴水电费”业务,我告诉她在自助机具上可以快速办理。经过我的详细演示,老人顺利完成了缴费业务,并表示以后会优先考虑自助机具,还要把这个方便的方法告诉自己的朋友。

作为银行和客户间最直接的纽带,客户的认可让我时时刻刻感受到满满的荣誉感。我会继续用心服务好每一位客户,每天向客户绽放最真挚的笑容。

(经济日报记者 郭子源整理)

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