美丽工行人:用“心”服务赢尊重 用“情”服务展风采
“老骥伏枥,心志在千里;烈士暮年,美丽壮心不已”。工行在青岛工行客服工作岗位上,人用有这样一个人,服务风采立足本职,赢尊用心服务,重用无私奉献,情服用爱心、心暖心、美丽真心时刻为支行发展注入力量,工行以实际行动,人用将服务工作做到尽善尽美,服务风采他是赢尊支行的先锋和旗帜,也是重用同事身边的先模和榜样,他就是平度红旗路支行客服经理彭兴正。
用“心”服务 赢得尊重
为了践行“提供卓越金融服务”的工行使命,彭兴正始终坚持“全心全意为人民服务”的宗旨,在工作中,想客户之所想,急客户之所急,站在客户角度为客户提供“暖心”服务。客户有需要时,彭兴正主动请缨,前往客户单位提供现场服务;客户有困难时,他牺牲休息时间,不顾严寒酷暑,去客户家中细心答疑解惑;面对行动不便的老人时,他不怕麻烦,悉心引导老年客户,一遍又一遍耐心解决问题;客户有风险时,他提高警惕,详细核实,防止客户遭受经济损失。今年年初,一位70多岁数的老年客户到柜面办理大额汇款,多年的职业素养让彭兴正立马察觉业务可疑。他想方设法再三劝说老人不要随意向陌生人汇款,同时急忙联系其家人,最终避免了老人的资金损失,成功堵截了一起电信诈骗事件,并为警方后续破案提供了关键线索。彭兴正以其过硬的专业水平带领周围同事用“心”服务客户,充分展示了“有涵养、有温度、有成效”的良好工行人形象。
用“情”服务 卓越风采
“用情服务客户,再展卓越风采”。彭兴正在工作中始终坚持以客户利益为中心,以心相交,以情相待,用真情和人品赢得了客户的信赖和一路相随。一次,一位客户带了一大包硬币前来网点兑换零钱,当时已完成交接班的他顾不上下班,主动耐心地为客户清点零钱,并指导兑换。整个清点过程持续了1个小时,这名客户被他的真情服务所深深感动,对工行的服务表示特别满意,后续为网点带来10余名新客户办理开卡业务并转入大额资金。
用“心”做事 业绩优异
在金融行业岗位体系不断变革的大背景下,客服经理的角色要像“孙悟空”那样灵活多变,这对客服经理在不同岗位间的身份兼容互通提出了新要求。身为客服经理的彭兴正总是一马当先,无论工作多么繁忙,营业厅里的客流量有多大,总能见到他亲切的微笑,听到他热情的解答,客户也总愿意到他的柜台办理业务。在基层工作30多年,彭兴正主动休假仅有三次,他始终把精力最大限度的投入到工作中去。他不断了解和反馈客户的差异化需求,不断追寻客户满意和业务发展的平衡点,以优质服务为根本,以创新为导向,以奉献为准则,以行动赢得客户信任,全力将自己磨砺成为一名新时期“懂业务、知风险、会营销、善服务、业绩优”的全能型客服经理。在网点工作期间,彭兴正各项任务指标完成情况名列前茅,多次被评选为“营销冠军”。
彭兴正凭借过硬的工作能力、优质的服务水平,赢得了同事、领导和客户的一致认可和信任。他常说:“再工作四年就退休了,我会在位一分钟,干好六十秒!在客服经理工作岗位上继续展示工行人的最美风采!”
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