To strengthen the decentralization of business outlets by means
China's blockchain instry is still in its infancy, but with the continuous support of national policies, the continuous progress of instry technology and the increasing demand for downstream applications, China's blockchain instry is expected to continue to maintain rapid growth. IDC predicts that the overall expenditure scale of China's blockchain market will reach US $2.28 billion in 2024, with a compound annual growth of 51%
according to the data released by CCID, since 2016, large it Internet enterprises have been laying out blockchains, start-ups have entered the blowout mode, the frequency and amount of investment and financing have increased dramatically, and the instrial scale has been expanding. As of December 2019, there are 1006 blockchain enterprises providing blockchain professional technical support, procts, solutions and other services with input or output
in October 2019, the blockchain officially rose to the national strategic height; In April 2020, the national development and Reform Commission listed "blockchain" in the scope of new infrastructure for the first time, making it clear that it belongs to the new technology infrastructure of the information infrastructure part of the new infrastructure. This brings opportunities to the blockchain market, which is facing a severe test under the impact of the epidemic, and also gives impetus to the further development of blockchain in technology development and instry application
- for more data and analysis, please refer to the analysis report on market outlook and investment strategic planning of China's blockchain instry of foresight Instry Research Institute
the second is to improve the business level< The third is to improve the internal quality and accomplishment< The fourth is to improve the guidance service
fifthly, opening agent business.
Because you can't confirm your city and specific location, we suggest you call CMB customer service hotline and select 3-5-9 to enter the manual service or provide the city and specific location through online customer service
or after logging into mobile banking, click "home page / financial management / my → all → outlets → outlets appointment" interface to query
you can also log in to CMB's official website, click "service outlets" in the upper right corner, select city and region, and enter the address for self-service query (web link)
warm tips: the specific business hours of each branch in each city are different. It is recommended that you contact the branch or customer service hotline to confirm the business hours before you go, so as to avoid inconvenience caused by temporary closure (such as holidays and other special circumstances)
(response time: December 2, 2019, please refer to the official website of China Merchants Bank for the latest business changes.)
first, actively create conditions to build brand outlets. According to the relevant spirit of the "opinions on dynamic management of high quality and civilized service window demonstration units at the head office level" issued by the provincial instrial and Commercial Bank of China, actively strive to create "high quality and civilized service demonstration windows" at the head office level and "service demonstration windows" at local levels. In accordance with the "instrial and Commercial Bank of China Anhui branch high quality civilized service inspection free Units management measures", actively strive for more service inspection free units. Through strengthening the basic work, the bank actively creates conditions and strives to build a number of brand outlets with first-class service and environment. In accordance with the principle of "customer stratification, functional zoning, business diversion and service optimization", we will further expand the service function, improve the functional construction of outlets, and build the outlets into boutique outlets with "complete functions, outstanding features and excellent services"
the second is to implement dynamic management to further refine the service process. Actively improve the service function and marketing ability of outlets. Through the identification and guidance of the lobby, contact marketing, personalized financial management services of financial managers, reasonable job allocation and efficient service process at the counter, timely business processing and customer relationship maintenance can be achieved. According to the actual situation, the dynamic management of the counter window is implemented, and the operation window and working time are flexibly adjusted according to the number of customers and the busy and idle business, so as to maximize the operation efficiency of the window business. According to the actual situation, according to the different needs of different customers, set up financial service area, VIP room and e-banking business demonstration area in the business hall. Realize "simplification of complex business, self-service of simple business and electronic self-service business". To guide customers to understand self-service equipment, learn to use self-service equipment, give full play to the role of self-service equipment, improve the utilization rate of self-service equipment, and realize the diversion of counter customers
Third, summarize experience in time to promote differential service. Centering on the strategy of "positioning the middle end, competing for the high end and cultivating potential customers", and cooperating with the construction plan and network transformation project of ICBC VIP financial management center, this paper summarizes the experience and practice of high-end customer service, and improves the ability to meet the needs of customers at different levels. The bank will continue to take Wanxi road sub branch and Development Zone sub branch as key units to implement differentiated services, timely summarize experience and promote advanced practices. Strengthen the maintenance of self-service equipment, ensure the normal function of self-service equipment, effectively rece the counter pressure, rece the counter customer flow. The bank will further equip callers in qualified business outlets. We should enrich the excellent staff who are familiar with business, good service and good at communication to the lobby manager team, and give full play to the role of the lobby customer manager in guiding, identifying and diverting customers
fourthly, innovation and customer satisfaction evaluation under controllable risk. In order to understand customers' identification and satisfaction with the service work of ICBC, the bank organized customer satisfaction survey activities to evaluate customer satisfaction in the aspects of service variety, efficiency, quality, environment and service attitude. The method of investigation is the combination of unified organization and grass-roots punishment; The combination of internal organization and social intermediary organization. It is required that all grass-roots banks and offices should pay attention to summarizing and reporting some good experiences and practices in service work, and pay attention to promoting the actual results of innovative service work. It is advocated that innovation should be carried out under the premise of controllable risks, so as to promote the improvement of service level and the healthy development of various businesses
through the establishment and improvement of key customer regular contact system, customer hierarchical management system, proct information feedback system and customer complaint handling system, we can improve the service function and improve the service level, so as to make customers feel high-quality service quality and rich service content
please refer to.
the second is to implement dynamic management to further refine the service process. Actively improve the service function and marketing ability of outlets. Through the identification and guidance of the lobby, contact marketing, personalized financial management services of financial managers, reasonable job allocation and efficient service process at the counter, timely business processing and customer relationship maintenance can be achieved. According to the actual situation, the dynamic management of the counter window is implemented, and the operation window and working time are flexibly adjusted according to the number of customers and the busy and idle business, so as to maximize the operation efficiency of the window business. According to the actual situation, according to the different needs of different customers, set up financial service area, VIP room and e-banking business demonstration area in the business hall. Realize "simplification of complex business, self-service of simple business and electronic self-service business". To guide customers to understand self-service equipment, learn to use self-service equipment, give full play to the role of self-service equipment, improve the utilization rate of self-service equipment, and realize the diversion of counter customers
Third, summarize experience in time to promote differential service. Centering on the strategy of "positioning the middle end, competing for the high end and cultivating potential customers", and cooperating with the construction plan and network transformation project of ICBC VIP financial management center, this paper summarizes the experience and practice of high-end customer service, and improves the ability to meet the needs of customers at different levels. The bank will continue to take Wanxi road sub branch and Development Zone sub branch as key units to implement differentiated services, timely summarize experience and promote advanced practices. Strengthen the maintenance of self-service equipment, ensure the normal function of self-service equipment, effectively rece the counter pressure, rece the counter customer flow. The bank will further equip callers in qualified business outlets. We should enrich the excellent staff who are familiar with business, good service and good at communication to the lobby manager team, and give full play to the role of the lobby customer manager in guiding, identifying and diverting customers
fourthly, innovation and customer satisfaction evaluation under controllable risk. In order to understand customers' identification and satisfaction with the service work of ICBC, the bank organized customer satisfaction survey activities to evaluate customer satisfaction in the aspects of service variety, efficiency, quality, environment and service attitude. The method of investigation is the combination of unified organization and grass-roots punishment; The combination of internal organization and social intermediary organization. It is required that all grass-roots banks and offices should pay attention to summarizing and reporting some good experiences and practices in service work, and pay attention to promoting the actual results of innovative service work. It is advocated that innovation should be carried out under the premise of controllable risks, so as to promote the improvement of service level and the healthy development of various businesses.
Process short board: change of "service marketing" habit. The improvement of service, business, sales and other systems and process management of operators are not in place
concept short board: the innovation of the concept of customer contact point service marketing integration, the old concept of partition design and experience application of business hall, and the lack of open and innovative thinking of managers
personnel weakness: staff mobility, lack of service marketing integration experience; There are some problems in the incentive distribution mode, or the training is not in place, which leads to the poor initiative service and marketing ability of employees; Lack of team management talents. The blind increase of customers' expectation and awareness of rights protection leads to the complaints of Overstepping and upgrading, and the contradiction between the increase of employees' work intensity and psychological pressure and wages is prominent
cultural short board: assessment oriented mechanism, focusing on service or marketing unilateral assessment, resulting in the negative cycle of service marketing integration atmosphere and implementation distortion
policy short board: the rigidity of service does not match the soft policy of marketing, or the scope of authorization is limited, so that the independent application authority of service marketing integration is limited
under the influence of the short board, the specific problems are highlighted as follows:
functional transformation: from "business service type" to "efficiency efficiency type"
with the increasingly fierce competition in the telecommunications market, the business hall, as an important bridge between enterprises and customers, is not only an important window for enterprise image publicity, promoting the image of enterprises, brands and procts, and enhancing customer perception, At the same time, it plays a more and more important role in expanding the scale of customers, increasing the income of enterprises and establishing the competitive advantage
first, the business hall should transform from the traditional "business acceptance" to the positioning of "both sales and service", so as to improve the efficiency of the business hall. Operators should implement the "experience marketing" sales mode in the business hall with the core of "the ability to gather customers in the environment, the sales skills of personnel, and the organizational ability of sales"
the second is to change the past business acceptance orientation to pay equal attention to sales and service. To graally change the traditional "counter acceptance" mode and implement the "experience service marketing" mode, we need to re-establish a new process management system from seven aspects, including the layout and display of business hall, operation process, number of Posts and responsibilities, sales organization, assessment and incentive, sales support and training
the third is to promote the standardization of business hall operation and management, promote the evaluation model with business hall efficiency as the core, and graally improve the management system to enhance the business hall efficiency
the fourth is to do a good job in the transformation of key personnel. As an important organizer of 3G sales and service in the business hall, the manager of the business hall undertakes the implementation responsibility of the operation and management of the business hall. His working ability and working methods will directly determine the sales performance of the whole business hall and play an irreplaceable key role. Operators should focus on the specific work contents of business hall managers in operation management, sales organization, assessment, training, team building, etc., and formulate standardized processing proceres and work requirements
performance appraisal method for staff in business hall the performance salary of all staff in business hall must be linked with the overall appraisal and indivial performance appraisal of business hall, and the correlation degree between different positions and the overall appraisal of business hall is different
Management Transformation: from "cost center" to "(virtual) profit center"
the competition of 3G is all-round, and the operator's own business hall, in a sense, undertakes the role of demonstrating and leading all channel systems. For a long time, operators, as the cost center management, have been inclined in the input of service resources and costs, so that the profit of their own business hall is almost zero e to their lack of sales
first, operators should implement the "virtual profit center" management mode of business hall, innovate the incentive mechanism and distribution mode, and implement the single Hall assessment system, which fundamentally realizes the transformation of business hall from "cost center" to "virtual profit center". Second, let the business hall team leader change from on-site manager to business manager. To link the income of the business hall managers with the business situation of the business hall, the managers must constantly innovate in store management and marketing, make full use of various customer resources inside and outside the business hall, and improve the business volume (income) of the business hall. Third, carry out the transformation plan of business hall marketing. 3G business model requires the business hall to transform into the business form of paying equal attention to sales and service, and into the quasi alliance model of service-oriented and sales Auxiliary. Operators can refer to the integrated mode of banking service and sales, the integrated mode of home appliance stores, or implement the contracted responsibility system of store managers in the business hall to improve the operating revenue of the business hall<
business hall transformation training schele:
Open Class: 2 days and 1 night
internal training: 3 days + on-site counseling: 1 day
Consultation: depending on the specific scope and other conditions
training content arrangement:
unit 1: positioning and meaning of business hall operation management after transformation
business hall operation management is the planning, organization, implementation and control of business hall operation process, It is the general name of all kinds of management work closely related to Unicom business and business hall service creation
based on the change of customer demand discovery mode, the transfer of business and service demands, and the characteristics of 3G business marketing mode, the functions, planning, layout and assessment of the business hall should be timely adjusted, while the matching operation process, personnel position, supervision system, management system, personnel skills and interface connection should be changed, Integrate the management decisions of the relevant management departments, realize the scientific and effective business hall management cooperation mode, strengthen the backstage support, increase the communication and feedback between the business hall and the relevant departments, and ensure that the enterprise's overall resources and efforts to achieve customer service and marketing
this unit focuses on the necessity of the functional transformation of business hall, the change and positioning of the content and mode of business hall operation and management after the transformation; This paper briefly describes the key thinking points of operation management after the transformation of business hall, and the core demands of key positions
the basic definition of business hall operation management
after the transformation, the business hall has four functions: publicity, experience, marketing and service
after the transformation, the business hall marketing has three high value procts: new user development, mobile phone sales and value-added business sales
function evolution and customer demand analysis of business hall
the historical transformation opportunities provided by WCDMA for China Unicom business hall
3G business marketing mode characteristics and customer procurement mode
the problems and challenges faced by the operation and management of the business hall after the transformation
unit 2: the sales mode and sales line management of the business hall after the transformation
marketing in the business hall is a three-dimensional system relationship, rather than the separation between the functional areas; Therefore, the establishment of a scientific sales model will strongly support the marketing work of the business hall, and a reasonable marketing process is concive to the marketing cooperation of each functional area and the achievement of customer sales
the action route of customers entering the business hall can be managed, and effective customer action route management can improve the marketing opportunities of the business hall. Through the planning and guidance of customers after entering the hall, it is easier for each functional area to cooperate with the pre-set marketing opportunity capture plan
moving line management is the business philosophy and important part of operation management of traditional department stores and other large stores. The purpose is to use channels, goods, personnel diversion and other means to make customers move along the route planned by the managers unconsciously as far as possible, so as to increase the contact points and improve the sales opportunities. In the process of business transformation of China Unicom, The concept of marketing dynamic line management plays an important role in the marketing ability of business hall
section 1: five weaknesses restricting marketing
process weaknesses: changes in sales habits
geographical short board: the time of counter sales is short
staff weakness: staff turnover, lack of sales experience
culture short board: negative circulation of sales atmosphere
policy short board: restriction of various aspects on sales
section 2: comprehensive solution for sales in business hall after transformation
sales promotion panoramic outlook 3 "from", from script to menu, from menu to delivery,
from delivery to comprehensive
sales promotion panoramic outlook 6 "inferior", attitude, ability, habit, tool, system and persistence
section 3: the marketing defects of the business hall as a store
the concept of the store
the marketing defects: the sales form is passive, the customer does not choose to position
the problem of the customer
section 4: the ideas and methods of the marketing dynamic line design of the business hall (key points)
the significance of the marketing dynamic line design
Customer Classification of marketing line
the principle of marketing line design
section 5: the combination of marketing dynamic line management and field sales process
dynamic line management with experience and sales process
unit 3: the formulation of sales plan and the implementation of marketing activities in the transformed business hall
the transformed business hall shoulders the al tasks of marketing and service. The formulation, implementation and control of sales plan in the sales management of the marketing hall manager is a new topic for the business hall manager. The effect of activity marketing mainly comes from the careful planning in the early stage and the process control in the implementation of marketing activities
section 1: the formulation and follow-up of sales plan
the formulation of clear work objectives
sales target prediction and setting method
there should be specific application of market method
five elements of sales target allocation
follow up in time to ensure implementation< Section 2: planning and schele control of marketing activities
how to target consumers in event planning
make the preliminary preparation of marketing planning activities
organization and process of personnel in marketing activities
the role and responsibility of the activity manufacturer
problems often encountered in activity organization and management
what should we do if we are short of funds
how to deal with the shortage of manpower
how to win the support of the management
how to win the cooperation of other departments
unit 4: service management and on-site management of business hall
as a traditional service platform and image window, business hall meets the basic requirement of customer satisfaction, and all marketing activities are based on customer satisfaction with basic services
the service management of the business hall mainly focuses on the service behavior supervision and service behavior management of the staff in the business hall, focusing on the service management process and service supervision essentials of the business hall manager
section I: business hall service management after transformation
analysis of customers' basic demands for business hall service
the relationship between business hall service and marketing
after the transformation, the functional areas of the business hall cooperate with marketing
promote service satisfaction through marketing and experience< Section 2: on site management of the business hall after transformation
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3. Mobile consultation
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5
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7. Employee communication
section 3: team building of business hall after transformation
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