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让银行弥漫人情味

2017-08-21 08:31:28   中国青年网

云南省劳动模范和晓东

“您好!请问您办理什么业务?”“您好!请问需要我的帮助吗……”作为一名银行大堂经理,和晓东每天穿梭在几百平方米的营业大厅内,眼勤、手勤、嘴勤,凭借优质敬业的服务广受赞誉,2017年4月,和晓东被授予云南省劳动模范荣誉称号。

和晓东在工商银行默默耕耘了31个春秋,从事过多个岗位,大堂经理这个岗位和晓东一干就是10年。她立足基层,用实际行动春风化雨,完美诠释了“大行工匠”的风采。

丽江支行位于繁华地段,客流量大,大堂经理是银行的第一“窗口”,身兼业务引导、服务示范、情绪安抚、矛盾协调、环境保洁、安全监督、产品营销数职。和晓东每天都提前10分钟到岗,对大厅和自助设备全面检查。她对每一位走进大厅的客户都热情主动了解客户服务要求,通过询问分流引导客户,常有客户将手机、卡包、钱包、证件、资料等物品遗忘在大厅,她都会及时与客户联系,并作详细记录,在大堂准备了近视镜、老花镜等用品,丽江支行人情味十足。

暑假期间,薛女士办理异地卡美元兑换人民币业务,可丽江支行系统暂不支持外币异地业务,和晓东了解到薛女士的困境后,她教薛女士自助开通网银,然后在个人网银上操作,通过网银成功把美元兑换成人民币。薛女士事后说:“丽江这里不但景色美,丽江工行的人更美、更好!以后来丽江投资就来你们这里开户。”两个月以后薛女士的父亲来丽江做项目,专程找到和晓东在工商银行开立账户,转入了第一笔投资款2000万元。

和晓东在工作中和客户进行良好的交流和沟通,了解客户的需求,让客户接受工行的产品服务。和晓东在业余时间也一直给自己充电,学习新知识,掌握新技能,提高履职能力,把自己培养成为一个业务全面的大堂经理。

冯先生到银行办理购房贷款业务,需要提供妻子银行卡的明细清单,但银行有规定打印明细清单必需本人到银行办理,可是妻子卧床多年已不能出门,这件事困扰了冯先生多日。冯先生到一家银行咨询被拒绝后抱着到工行试一下的态度前来咨询和晓东,和晓东耐心地听完后决定特事特办上门服务。第二天一早和晓东便携另一名员工上门为他服务,冯先生非常感动,特意投稿丽江日报,以《春风化雨润心田》为题介绍了丽江工行以及和晓东为客户所想、为客户所急的服务事迹。

无论在什么岗位上,和晓东都做到了干一行爱一行精一行。据了解,2016年通过和晓东营销推荐的个人理财产品有1.2亿元,对公理财产品有1.4亿元,信用卡325张,个人借记卡928张,开立优质对公账户10个,个人网银手机银行注册621个户。

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