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朱珠——用真诚贴心的服务打动客户

2017-08-04 15:09:55   中国青年网

在交通银行北京西三环支行,一提起朱珠,很多人都会竖起大拇指:“这个姑娘能跑啊!”、“有那么股子拼劲儿”、“工作认真,对客户真诚,业务能力很强。”……十多年的工作经历和为人处事,类似赞扬的话早已传遍支行上下,得到同事、客户的一致认同。

2005年,大学毕业后的朱珠来到交通银行西三环支行。起初,她作为一名银行柜员,每天坐在窗口内接待前来办理业务的客户。“刚来的时候,业务上要学的东西非常多,工作时间根本不够用。”朱珠说,那段时间,每天等同事下班后,她就自己主动留下来,把相关的文案工作、操作规程从头至尾再学习一遍,将第二天的工作任务提前整理出来。功夫不负有心人,认真工作的态度让她很快成为业务上的小能手。从第二年起,行里就将培训新员工的任务交给了她。在业绩考核中,朱珠的“人均业务笔数”在交行北京市分行里排名前五。

2011年,岗位调整,朱珠成为了一名对公客户经理。与柜员不同的是,朱珠要经常去企业办公地点上门服务客户。为了能以最短的时间满足客户的需求,她总是白天与客户见面,晚上回单位写材料。每天,最早到单位的人是她,走的最晚的人也是她。有时候在非工作时间,客户的一个电话,朱珠也毫无怨言,以最快的速度出现在客户身边,为他们提供优质服务和贴心帮助。2014年,怀孕的她依然坚持在岗位一线,直到临产的头一天。她知道,做事业必然要付出,自己一点小小的牺牲,换来的是客户对公司服务的信赖。

在做对公客户经理的六年里,朱珠对待工作从不打折扣。有一次,行里要营销成为某大型公司的合作伙伴,同时与十多家同业银行竞争。看着客户的资料,很多人都胆怯了,朱珠主动请缨,找到领导去拓展这个客户,并立下军令状。

为了能用优质的服务打动客户,朱珠坚持在三年中每天上门服务某大型公司,对于一些疑难问题和要求,她都以最快的速度为客户处理,并常常利用下班后以及周末时间加班,处理客户业务。最终,该公司被朱珠的真诚所打动,被评为有史以来所有合作银行中最满意的一位,在她的努力下,交通银行不仅成为这个客户最大的合作伙伴,朱珠还创造了该客户在交行国际结算业务量三年翻六番的佳绩。

朱珠认真负责、全心扑在工作上,给同事们留下了深刻印象,也起到了积极的带动作用。一分耕耘,一分收获,正是因为辛勤的付出,近三年,她连续蝉联交行西三环支行对公客户经理民主测评第一名,年度绩效考核均为优秀。

本报记者 刘琳

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