Core Viewpoint - The company is enhancing its in-branch service and marketing management to meet the diverse financial needs of customers, driven by the rapid development of fintech, increased competition, and the ongoing transformation of customer demographics [1][2][3] Group 1: Employee Training and Development - The company conducts quarterly integrated training for counter staff focusing on service awareness, methods, marketing skills, and hall management to improve the overall quality of frontline employees [1] - Regular on-site guidance is provided to employees regarding civilized service and marketing execution, along with service and marketing drills to create a warm financial service environment [1] - Branches with inadequate service standards or disorganized environments receive targeted support to enhance service quality [1] Group 2: Enhancing the Service Environment - The company is optimizing the branch layout and beautifying the environment to create a more accessible, convenient, and comfortable atmosphere for customers [2] - New directions for transformation include community services and services for the elderly, utilizing physical layouts to create a warm service atmosphere [2] - Financial knowledge promotion and product introductions are displayed in waiting areas to educate customers while they wait [2] Group 3: Deepening Customer Interaction - Daily micro-salon activities are organized based on customer demographics to strengthen relationships and promote financial products [2] - Lobby managers proactively engage with new customers in waiting areas to promote financial knowledge and products [2] - Weekly surveys are conducted to gather customer feedback, with incentives provided for participation, leading to continuous service improvement [2] Group 4: Optimizing Service Processes - The company is implementing standardized processes to enhance service efficiency, improve methods, and clarify marketing strategies [3] - Clear collaboration methods among various service areas are established to effectively identify, guide, and refer customers [3] - Counter staff are encouraged to inquire about additional customer needs during service interactions, promoting fraud awareness and product marketing [3] Group 5: Performance Improvement - Since the implementation of service and marketing enhancement initiatives, the average waiting time for customers has been controlled to within 10 minutes [3] - The completion rate for financial products across the bank has reached 134.33% [3]
四化发力 推动厅堂服务和营销提质增效
Jiang Nan Shi Bao·2025-08-11 05:41