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汉口银行:真情服务铸就银行服务品牌

2017-09-04 07:30:53   中国青年网

加强机制建设。进一步加强服务管理工作的体制机制建设,形成专业服务体系,支撑服务品牌建设的长效发展。一是不断完善联席会议制度。二是加强网点厅堂内布局指导。

坚持问题导向。始终坚持问题导向,重视客户诉求,深挖投诉背后的制度原因、管理弊端和服务起因,着力发现自身产品和服务的不足,对存在的问题做到心中有数、举一反三,分项落实整改措施,从源头处置的角度将问题解决在基层网点,力争做到问题不扩散、不重复、不上升。不要由内部投诉上升为外部投诉,不要把业务问题上升到声誉风险。

强化银行服务品牌着力以渠道为基础,以产品为内核,以客户为目标,“三位一体”共同升级银行服务。

升级服务渠道是强化服务品牌的基础。一是快速升级网点服务渠道。二是创新升级智能服务渠道。立足物理渠道,将客户服务延伸至传统渠道之外的“线上+线下”智能渠道之中。

升级服务产品是强化服务品牌的内核。一是客户需求促使产品服务多元化,多元化、差异化、个性化金融需求直接引领着银行产品服务的发展变革。二是金融变革促使产品服务市场化。站在“供给侧”角度重新审视供给结构改革对金融的需求,不断推出适应市场变化的金融产品和服务供给。

升级客户体验是强化服务品牌的标尺。一是细分市场锁定银行目标客户。二是分类分层提高客户满意度。

日益激烈的金融竞争促使金融服务必须要有新思路。汉口银行近年来积极践行“客户改客人”的服务理念,本质上包含了“文明规范服务”、将客户当成自己的亲人来对待,将服务理念和服务方式内化于心,并外化于行。

汉口银行在服务过程中坚持对客户服务于心,强调对客户的服务要换位思考,将心比心,始终把客户的需求和满意作为我们的出发点和检验标准,坚持“热心服务”、“贴心服务”、“放心服务”和“精心服务”的“四心”服务原则,不断地优化服务管理和服务方式,通过制订颁布行内“服务禁令”,将“服务禁令”作为全行服务工作的高压线,促进服务人员提高自我约束和控制能力。

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