招商银行青岛深圳路启动网点聚变项目不断提升服务质量
招商银行自开展网点聚变活动以来,招商一直以服务为核心的银行青岛深圳路支行,践行着“以客户为中心”的青岛服务理念,在服务客户的深圳升服过程中不断改善服务水平和服务质量,提高客户在网点办理业务的启量满意度,积极开展各类服务提升举措。动网点聚断提。变项
深圳路支行一直以来都沿用青岛分行的招商传统服务模式,协调管理厅堂的银行所有岗位,以热情周到的青岛服务迎接每一位来网点办业务的客户。为了让各条线的深圳升服员工都时刻保持服务的积极性和热情度,深圳路支行自奥帆中心支行更名之前就一直保持每周二固定的启量服务专项晨会,晨会上进行服务礼仪、动网点聚断提文明用语、变项行为规范等训练,招商结合厅堂服务客户的场景进行情景演练,总结一周发生的服务问题,分析投诉建议,分享感动案例,传扬点点滴滴中的细节服务。自网点聚变以来,深圳路支行紧跟总分行的脚步,不断地调整服务晨会的内容和形式,每天的晨会也嵌入服务的内容,如:服务问候语,互相整理仪容仪表,深圳路我想对你说,赞美一位身边的同事,服务情景案例演练,十全十美激励掌等。深圳路支行我想对你说这一环节是本支行的同事发现的网点服务上的问题或硬件设施的问题,以及发现的其他的小问题都可以在晨会上提出,大家用发现的眼光巡视网点,寻找不足,及时整改,以确保给客户提供一个温馨舒缓的营业场所。每个月,支行会组织所有员工召开服务评审会,在会上播放每一个服务人员的录像,大家互相找茬,互相点评,以确保在日常工作和服务中以最好的状态服务客户。每个月支行会召开投诉分析会,当月发生服务投诉或不满的,支行建立了“服务投诉台账”,支行行长会亲自给客户做电话回访,了解在处理客户投诉或不满的过程中的一些细节问题,以及客户是否满意等,让客户感受到支行的诚意和对客户负责的态度。
不断提升服务水准与客户满意度,始终是招行的目标与追求。
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