Strengthen the decentralization of bank outlets

3. In practical work, people often understand service as attitude, that is, good attitude = good service. In fact, service has a deeper connotation. It's tiring and tedious to deal with customers directly, but it's a surprise when we see customers get unexpected harvest under our suggestions through our sincerity and efforts; They are satisfied with the sense of achievement after the interests of banks and customers are protected by adhering to the principles. Of course, we also have to accept the vent of dissatisfaction when the customer fails to achieve the goal... In short, the ultimate goal is to exchange sincere service for the customer's true feelings
1. Establish a correct service concept
the core concept of service concept is the concept of customer service. The correct service concept is to serve customers wholeheartedly. As long as you work, love and drill, you can provide good service for customers. While providing service for customers, banks also bring development and benefits for themselves
2. Correct the attitude of banking service
banking service should strive to realize the transformation from single service to comprehensive service, from general service to characteristic service, and from passive service to active service. Some employees don't realize this. They simply think that to handle the business well is to do the work well and separate the service from the work. This is also the fundamental reason why the service is difficult to reach a higher level. Only by setting up the idea that service is work, can we provide all-round and high-quality service for customers, properly grasp the scale, adhere to the principles, be reasonable and disciplined, and make the real sense of high-quality service deeply rooted in the hearts of the people
the object of service is the customer, so the basic content of service is to deal with interpersonal relationship, to grasp the skills, to pass on to the customer is always understanding and happiness. All for the sake of customers, to solve the actual difficulties of customers, to bring customers spiritual happiness, spiritual satisfaction, business help, this is the highest standard of our service
3. Ways of bank's high-quality service
(1) the way of service is active and enthusiastic. In the practice of service, we should treat customers with sincerity and exchange sincerity with sincerity. Don't let the customer be embarrassed, do your best to provide sincere service for the customer, treat the customer as your relatives and friends, let the customer feel cordial at the same time, proce a sense of trust and belonging. If you want to do a good job of service, you should devote yourself to it. You should pay attention to it all the time. You should think about what customers think and what they don't think. You should be good at observing and understanding customers. You should pay more attention to what customers say and do
(2) to be familiar with the business and to carry out service and marketing, banks should comprehensively grasp the performance and characteristics of the procts, so as to provide marketing services in a short and concise manner and get twice the result with half the effort, so as to effectively improve the service quality and efficiency. We should be good at capturing customers' and market information, provide customers with various business consulting services according to customers' needs, and actively promote various new businesses and characteristic services. All these are the keys to do a good job in new business proct marketing. According to the understanding and grasp of customers, combined with the characteristics of customers and proct selling points, targeted matching for customers, familiar with the new proct launch process, keen to find proct selling points, according to the characteristics of new procts, identify the required customer groups, target customers, and actively recommend to customers
(3) understanding the customer's personality is the lubricant for banks to carry out service and marketing work. In the work, we should pay attention to studying the customer's psychology, grasp the service terms and forms according to the customer's age, gender, cultural level and wage nature, and provide customers with knowledge service, advanced service, value-added service and personalized service, which not only enriches and enriches the connotation of service work, More consolidate and improve the customer's trust and satisfaction
(4) pay attention to the collection and accumulation of customer information, face the growing customer base, be very familiar with their own customer group, treat high-quality customers according to the principle of "Classified Governance, differential service", adhere to the regular return visit, timely understand and grasp the change of customer demand, adjust the financial service scheme for customers, and make full use of the advantages of banking business types, Grasping all kinds of financial market information, helping customers to design the best financial management scheme, maximizing the value of customers' funds and meeting customers' needs are the foundation of high-quality service
in a word, high-quality bank customer service is not only the window of the banking instry, but also the "spokesperson" of the image of each financial institution. Today, under the test of market economy, civilized and high-quality service is particularly important for banks. Only good service can win customers' long-term trust and win in the competition.

4. 1. Unify channel management and reposition the focus of channel construction
at present, the channels and procts of most banks are connected by one line, and the technologies and user interfaces used are different. However, from the perspective of users, we hope to get a consistent experience from ATM, online banking, mobile banking, outlets, customer service centers and other channels. If this proct can only be provided through outlets and that proct can only be provided through ATM, the customer experience is only a single channel, which is difficult to form a sense of wholeness and is not concive to cross marketing of banks
therefore, it is suggested to unify the channel management in the organizational design, and unify the planning, design and collaborative management of multiple channels. In proct design and R & D, we should support multi-channel release and omni channel management, especially the mobile channel represented by smart phones as the main strategic channel in the future
2. In the design of procts and services, we should strengthen the interaction with users and pay attention to user feedback
in the Internet era, information is more open and transparent, and the cost of user transfer is lower. With the development of we media, users' reputation and evaluation are more effective than traditional advertising. When designing procts and providing services, banks should introce the iterative thinking of system construction in the field of Internet, pay attention to user experience feedback, respond positively, iterate quickly, wait for users to vote, and actively use new media and social channels to attract users to participate in business process and system construction
first, it is suggested to establish a user experience design post. Regular communication and selection mechanism should be adopted to give appropriate incentives to employees with excellent performance. On behalf of users, they feed back the proct experience to the demand and R & D departments, and put forward the construction and optimization requirements
the second is to establish user feedback and evaluation mechanism. Unify user feedback channels, design a unified user feedback platform, support text, screenshot, annotation, voice and other user direct feedback methods, and establish a bonus mechanism for valuable feedback information
the third is to actively use social media. In the stage of proct creativity and design, we can learn from Xiaomi's "rice noodle club" to attract users as fans, and let users participate in the design of procts and services, reflecting their respect for users and their sense of self realization
3. creates application scenarios, attaches importance to data collection and application.
Internet plus features are cross boundary, and Internet technology is combined with traditional instries. O2O is the main purpose of online and offline integration. The main purpose is to create application scenarios, embedding services into the scene, gathering users, collecting data, and then using data to feed back business.
in the bank's deposit, loan and foreign exchange business, the payment business is the most standard, mature and the first business that the third party intervenes in. To subvert the financial instry, Internet finance wants to form an ecosystem of "payment + account / user + big data + risk control and procts". In this shared and open ecosystem, all links can be basically completed under the environment and technology of the Internet. Payment is the infrastructure of this ecosystem, the cornerstone of Internet Finance and the focus of competition. With the help of smart phones, traditional banks can obtain users' geographic location, consumption situation, behavior preference, relationship network and other detailed information to provide more powerful information for risk control and proct innovation, which can be derived into credit, financial management and other proct fields
4. Attach great importance to the strategic position of informatization in bank transformation
the bank is the first instry to apply informatization, but so far, the simulation of manual operation process still accounts for a relatively high proportion in the informatization construction. In today's highly developed Internet, if we continue to take such a way, it is far from meeting the needs of modern bank operation
therefore, the bank must change its concept as soon as possible, position it as a strategic resource, apply the latest technology concepts and achievements, and reengineer its business process. Taking biometric technology as an example, through automatic recognition technology, the correct recognition rate reaches more than 99%, while the recognition rate of human eye is only 97%. Manual operation is not only costly, but also has potential moral hazard
most banks invest relatively high in network construction, equipment, operation and other fields every year, but there is a significant gap in the investment of scientific and technological personnel, especially in R & D human resources, compared with large Internet enterprises. The future competition is more reflected in the competition for talents, who are the important renewable resources. Therefore, to redefine the strategic positioning of science and technology in the bank, first of all, we should graally change the concept of investment, especially strengthen the investment in R & D human resources, enhance the proportion of R & D personnel in all employees, and establish a mechanism to attract and retain talents. Secondly, based on the talent pool, the business process and experts' knowledge and experience are solidified into it software procts through information system and data model, so as to continuously improve the proct construction and enhance the user experience
a good customer experience should be a pleasant experience for customers. In the Internet era, users have a stronger right to speak and choose, and those who get users get the world. With the development of new technologies such as cloud computing, mobile Internet, intelligent terminal and big data, as well as the change of customer group structure and the rapid development of mobile payment. It can be predicted that in ten years, most users will take online mobile financial services as the main body and offline services as the supplement. On line business is highly standardized and user-friendly, while off-line business is complex, and online and offline business cooperate with each other. Today, banks should work in this direction in channel construction, proct design, service provision, information construction, etc., which is also the way for banks to survive in the future. Otherwise, it will be abandoned by the market and users.

5. Nowadays, bank managers graally realize the importance and urgency of network layout. In the central area of economically developed cities, we can often see the fierce competition for the gold position of major banks. At the same time, e to historical reasons, even in cities of general development level, major banks often have dozens or even hundreds of business outlets. With the development and change of regional economy, it has become an urgent problem for banks to re allocate and adjust the existing outlets which are not suitable for the new environment.

6. Counter service is the initial service of the bank, the first impression of the bank to customers, the important representative of the bank image, and the key link of bank service. At present, the bank's "service quality" has attracted much attention. How to comprehensively improve the overall level of service? The author believes that we should start from improving the quality of counter service, because counter service plays an important role in improving the service quality and image of banks< First, thought is the forerunner of good service work. With the development and progress of society, more and more high-tech is applied to the banking service, whether it is the customer's requirements for service work, or the banking service itself has higher and higher requirements for service work. In recent years, customers' complaints about bank counter services are still more or less, light or heavy. From time to time, there are relevant cases spread in the media. The reason is that some employees of the bank have not completely changed their ideas, and their ideology lags behind the changes of the times. Therefore, bank cadres and employees should update their concepts and fully understand the urgency and importance of improving the quality of bank counter service

it is the most basic ty of the banking instry to do a good job in counter service, which is the key to build a high-quality brand of the banking instry, cultivate and improve the core competitiveness of the banking financial institutions, and is related to the image of the whole banking reform. As a modern service instry, the competition of banking instry is the competition of service in the final analysis. In order to gain a firm foothold and maintain advantages in the increasingly fierce international competition, we must take high-quality service as the eternal theme, firmly establish the concept of "serving the bank", take the customer as the center, implement the service winning strategy, embed the requirements and standards of civilized and standardized service into all aspects of operation and management, and integrate into all business fields of the bank, Constantly improve the service environment, improve service facilities, improve service means, innovate service varieties, standardize service behavior, and improve service efficiency

it has an irreplaceable function to improve the service quality of bank counter. On the one hand, it is an important measure to build the core competitiveness of banks. Service is the core competitiveness of the bank. The service of the bank should reflect responsibility, integrity and bring value-added to customers. On the other hand, it is an important driving force to accelerate business development. From the practice of banks, the successful model of forming market reputation through comprehensive improvement of service quality, driving customer development and business growth has been confirmed in the business development of many excellent outlets. Furthermore, it is an effective means to strengthen business risk control. The improvement of service quality is based on habit cultivation, guided by standardized operation, by means of compliance management and aimed at risk control, so as to form the whole process of standardized management.

7. Establish the awareness of quality service and improve the level of service quality. In the process of social development, with the continuous improvement of material living standards, customers continue to pursue a higher level of spiritual needs and accept the concept of service, pay more attention to personalized and humane service. Therefore, we must establish a customer-centered service idea that the organ is the grass-roots, the second line is the first line, the backstage is the front desk, and the whole jurisdiction is the customer. We should provide customers with high-quality service from the heart with warm, thoughtful and active service desire and consciousness. By creating a sense of high-quality service in the instry, we can improve the awareness and attention of all employees, so as to promote the service level of grass-roots outlets
standardize the standard service process. We can't achieve anything without rules. We can't serve as a mere formality, and we can't do whatever we want. To provide customers with personalized quality service must also be based on a complete standard service process. A complete set of service processes and standards is not only the basis for providing customers with high-quality service, but also the basis for employees to operate in accordance with the regulations and protect themselves. Only by establishing a whole set of standard service process from top to bottom, can employees have evidence to rely on when handling business, and high-quality service work can be carried out with sound and color
pay attention to etiquette. To make customers feel that our words and deeds, every move, are very attentive in his service, we should be good at observing customers, understanding customers, to understand customers' words and deeds, and to persevere in every detail. Let every customer who comes into CCB get a response, and customers who go out will hear the sound of sending off. Don't always complain about the customer's attitude to you. The customer's attitude to you is actually a mirror of your own words and deeds. Don't always find fault with the mirror. Instead, you should reflect more on the person in the mirror where he is not good enough and where he needs to improve. With this introspective attitude, we should constantly find problems, improve them and provide better services.

8. The guiding opinions of the general office of China Banking Regulatory Commission on strengthening the protection of consumers' rights and interests in the banking instry and solving the problems concerned by the masses China Trust Instry Association:
in order to solve the hot and difficult issues concerned by the people, enhance the confidence of financial consumers, maintain fairness and justice, promote social harmony, realize the sustainable and healthy development of banking financial institutions, and effectively deal with the current deposit disputes, private sales of "flyers", misleading sales, illegal charges, etc, In accordance with the guidance of the general office of the State Council on strengthening the protection of financial consumers' rights and interests (GBF [2015] No. 81), the following opinions are put forward on strengthening the protection of banking consumers' rights and interests
first, improve the system and mechanism, timely follow up the demands and concerns of the banking instry consumers on banking services
(first) strengthen the system construction. Banking financial institutions should carry out targeted and systematic carding and improvement of the existing system in accordance with regulatory requirements. According to the policies and basic principles of consumer protection in banking instry, a management system with clear objectives, reasonable structure, scientific division of labor and easy operation should be established as soon as possible, so that the requirements of consumer protection can be reflected as practical business management standards in relevant business management links< (2) improve the organizational system. Banking financial institutions that start personal business should set up a special consumer protection committee under the board of directors and regularly submit relevant reports to the board of directors to ensure that the protection of consumers' legitimate rights and interests is incorporated into the corporate governance, corporate culture construction and business development strategy. At the same time, a full-time department should be set up at the corporate level to organize and promote the protection of consumers' rights and interests, implement staffing and budget, and ensure its independence, authority and professional ability to carry out relevant work. On the premise of ensuring the effective development of consumer protection, foreign banks and rural small and medium-sized financial institutions with small scale of personal business can take corresponding organizational forms in combination with the actual situation< (3) improve the working mechanism. Banking financial institutions should fully implement the regulatory requirements of consumer protection in all business links of providing financial procts or services. It is necessary to integrate the protection of consumers' rights and interests into the comprehensive business performance evaluation system, with reasonable evaluation weights, effectively guide institutions and employees at all levels to strictly implement the requirements of the protection of consumers' rights and interests, and ensure the implementation of policies. It is necessary to improve the internal supervision and evaluation mechanism, and seriously accountability the branches and related business lines that fail to implement the requirements of consumer protection< (4) improve complaint management. Banking financial institutions should recognize the importance of consumer complaints for improving management and service quality. It is necessary to change the simple management mode of simply recing the number of complaints, pay attention to the source control, smooth the complaint channels, standardize the complaint handling process, and effectively assume the main responsibility of complaint handling. The top management should regularly analyze all kinds of problems reflected in the handling of consumer complaints, ensure the establishment of an effective complaint management system with one level at a time and one level at a time, and safeguard consumers' right to claim in accordance with the law< (1) strengthen the disclosure of proct information. The proct names of banking financial institutions shall not use words that are tempting, misleading or easily controversial. The proct publicity materials should truly and comprehensively reflect the main characteristics of the proct, and it is strictly prohibited to exaggerate the rate of return or conceal important risk information. Banking financial institutions should establish a proct information inquiry platform to collect the basic information of all financial procts on sale and in the ration, prompt the changes of risk information of financial procts in the ration in a timely manner, and strictly distinguish their own procts and consignment procts for consumers' inquiry. All procts not included in the information query platform shall not be sold, so as to effectively protect consumers' right to know and their right to choose. Those who sell through electronic channels should also comply with the regulations and process management requirements of the regulatory authorities on proct sales< (2) implement the principle of proct sales transparency. Banking financial institutions should guide consumers to fully understand financial procts and their differences, and further improve and implement the risk assessment and hierarchical management system of financial procts. Carry out pre-sale consumer risk preference, risk perception and risk tolerance test to ensure that the right procts and services are provided to the right consumers. The relevant evidence that consumers have clearly known the important attributes and risk information of procts should be properly retained to protect consumers' right to know and fair trade< (3) implement the management of proct sales area. Banking financial institutions shall sell their own financial procts and consignment procts in the special areas of their outlets. The sales zone shall have obvious signs, and remind consumers to understand the proct related information through website, inquiry platform or other media with eye-catching font in a prominent position, and give risk warning. The sales personnel of the special zone shall have the corresponding qualifications for financial management and consignment business. Except the sales personnel of the bank, no other personnel is allowed to carry out any form of marketing activities in the business place. The sales zone should publicize the telephone number for consultation and reporting, so as to facilitate consumers to confirm the proct attributes and relevant information, and report illegal sales and private sales of procts< (4) implement "double recording" of proct sales in the special zone. Banking financial institutions should complete the installation of the electronic monitoring system in the sales zone before the end of 2016, so as to realize the synchronous recording and video recording of the whole sales process of their own financial procts and consignment procts. It is necessary to complete and objectively record key sales links such as marketing promotion, relevant risks and key information tips, consumer confirmation and feedback. The facial features of bank employees and consumers should be clearly identified in the video recording, and the language expressions of employees and consumers should be clearly identified in the recording. The audio and video recording materials shall be retained at least 6 months after the e payment of the procts, and the disputes shall be retained until the final settlement of the disputes. Banking financial institutions should strengthen the control over the recording and preservation of audio and video recordings to ensure that the recording and preservation of audio and video recordings are not subject to human intervention or manipulation. In the process of recording, we should protect consumers' privacy, pay attention to consumers' experience, strictly prevent and control the risk of audio and video information leakage, and ensure that the audio and video information can be accurately retrieved and accessed at any time, so as to effectively safeguard consumers' property security rights and legal claims. Some small and medium-sized financial institutions in rural areas that have difficulties in implementation can implement it step by step according to the local actual situation< (5) strengthen the protection of consumers' personal information. Banking financial institutions should strengthen the protection of consumer information in all aspects. Without the authorization of consumers, they are not allowed to provide the name, certificate type, certificate number, telephone number, correspondence address and other sensitive information of consumers to third-party institutions or indivials; Without the consent of consumers, it is not allowed to push all kinds of service and proct information to them in various forms, so as to protect consumers' right to information security< (6) standardize the service charge behavior. Banking financial institutions should strictly implement the relevant measures and regulatory provisions of commercial bank service charges, and ensure that they inform consumers whether they charge or not, the charging standards (including preferential policies for exemption and rection) and the amount of charges in advance before providing services to consumers by improving business processes, improving the functions of business systems and strengthening the training of front desk staff, Fully protect consumers' right to know and their right to choose< (7) strictly implement the credit business management regulations. When handling personal loans, credit cards and other businesses, banking financial institutions and their employees should ensure that all conditions are fair and transparent, strictly perform the obligation of informing, and respect consumers' voluntary choice. After accepting the application, while doing a good job in the identification and audit of the applicant, we should adhere to the customer first service concept, constantly improve the efficiency of business processing, rece unnecessary examination and approval links, make the work process as public as possible, honestly perform various contractual obligations, and treat consumers fairly. Illegal behaviors such as false promises and bundling sales are strictly prohibited, and consumers' right to know, right to choose independently and right to fair trade are protected< (8) improve the standardized management level of consignment business. Banking financial institutions should, in accordance with the relevant provisions of the CBRC, strictly enforce the scope of consignment business, improve the internal management system of consignment business, strengthen the management of cooperative institutions and proct access, conscientiously implement the regulatory requirements of various sales links, do a good job in risk isolation, and protect consumers' property security, right to know and right to choose independently< (9) strengthen the management of employee behavior. Banking financial institutions should carry out in-depth ecation and training, advocate honest service, and establish the business philosophy of protecting consumers' rights and interests. We should fully implement all kinds of rules and regulations on strengthening internal control and preventing operational risks, improve and refine business processes and employee behavior standards in combination with new requirements, strictly control employee behavior, and prevent bank employees from using their professional identity and bank business premises to sell "flyers", engage in illegal fund-raising and other illegal financial activities. It is necessary to strengthen the investigation of employees' abnormal behaviors, pay close attention to employees' participation in "broker" transactions and frequent transfer of large amount of funds, find out potential risks in time, and prevent all kinds of external risks from infecting the banking instry. At the same time, we should also vigorously advocate honest reporting, encourage employees to resolutely resist all kinds of violations, and comprehensively protect consumers' right to property security< (10) actively enhance the awareness and level of service consumers. Banking financial institutions should give full play to their subjective initiative. In the process of business development, they should carefully examine the problems and deficiencies in services, and on this basis, improve and refine the system and process of financial procts and services. On the issues related to the major rights and interests of consumers, we should conscientiously perform the contractual obligations, actively inform the relevant information through various information prompt channels and ways agreed with consumers in advance, and advocate treating consumers humanely< (11) strengthen the care and protection of special consumer groups. The protection of the rights and interests of special consumer groups is one of the basic contents of the protection of the rights and interests of banking consumers. Banking financial institutions should raise awareness and fully consider the relevant rights and interests of special groups such as migrant workers, the disabled, the laid-off and the elderly in the process of continuously improving financial services. We should provide necessary convenience, meet their reasonable financial needs and create a suitable financial service environment by implementing relevant fee rection, developing financial procts according to their consumption characteristics and risk preference, designing humanized service process according to their behavior characteristics, increasing investment in relevant service supporting facilities, and improving the emergency handling ability of serving special consumer groups, We should effectively safeguard the right to fair trade and the right to be respected of special consumer groups< Third, strengthen the supervision and guidance, and effectively promote the banking financial institutions to practice the purpose of serving the people. The regulatory authorities at all levels should supervise and urge the financial management of the banking instry