交行青岛李沧二支行:星级服务暖人心
在竞争日趋激烈的交行银行业,交通银行李沧二支行始终秉承服务至上的青岛经营理念,打造心级服务、李沧营造服务品牌效应、支行创造共同价值。星级心为每一位客户提供耐心、服务贴心、暖人真心的交行服务,是青岛李沧二支行交行人最大的心愿。
该支行位于青岛沧口老城区,李沧中老年客户居多,支行如何解决中老年客户办业务难的星级心问题,李沧二支行有自己的服务一套方法。听不清柜员讲话怎么办?暖人柜员耐心将业务流程书写在纸上,提高音量、交行微笑示意,缓解老年客户紧张情绪。看不清交互屏、不会签字怎么办?大堂经理助理迅速递上老花镜、讲解业务内容、搀扶起客户在屏幕上签字确认。客户等待时间过长怎么办?大堂经理递上的一杯热水、陪客户短暂的闲聊,都是我们的制胜法宝。
随电子银行的普及,银行网点的客户群年龄日益增大,服务好这部分人群是每一家银行的必修课。李沧二支行一方面加强对员工提高服务质量、提供心级服务意识的引导,定期组织员工观看模范服务视频,观摩百佳网点的优质服务并进行心得分享,利用晨会、夕会演练平日的业务场景,寻求更高效、各条线配合更密切的服务流程;另一方面,支行积极利用上门核实与普及金融知识活动等机会,面对面了解中老年客户的需求,以客户需求为中心,激励每一位员工将心比心、想客户之所想,设身处地为客户提供最真诚优质的服务。
打造区域特色服务品牌、提供心级服务,李沧二支行一直在路上。
(责任编辑:产品中心)
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