Touching the service case 1 The case enlightenment of touching customers with sincere service.
I. Description of the case
One afternoon in April, 20__, a customer hurried into the business hall of Wulate Qianqi Sub-branch. Comrade Guo Huiwen, our lobby manager, saw him looking anxious and enthusiastically stepped forward to ask the customer what business he needed to handle. The customer said to open a card, and learned that the customer had to catch the only bus to Lanzhou at 4 pm, and the driving time was less than 1 hour. However, at that time, the counters and self-service terminal card machines were crowded with people. Considering the special situation of customers, Manager Guo gives priority to handling cards for customers through self-service card issuing machines. Because the customer was in a hurry to catch the bus, he accidentally forgot his ID card when signing at the front desk for confirmation. Later, the security guards found their lost ID cards during the patrol and informed the lobby manager Guo Huiwen in time. The driving time was less than half an hour. Manager Guo quickly looked through the card information of the day and found this. Later, when the customer came to pick up his ID card, he held Manager Guo's hand tightly, his face was full of gratitude, and he kept saying thank you words, which touched the surrounding staff.
Second, the case analysis
There are many colleagues like Manager Guo around us, who stick to their ordinary posts every day and solve problems for all kinds of customers with great enthusiasm. As bank employees, this should be our duty, but for customers, if we can really do it: worry about customers.
Being anxious about customers' urgent needs and full of customers' needs can not only realize their own value, but also gain customers' full trust and future dependence on ICBC.
Third, the case enlightenment
At present, more and more banks begin to pay attention to customer service. Since I entered ICBC, I have come to understand that the core of this job is customer service. As a member of ICBC, our words and deeds represent the image of ICBC. Serving every customer well is our top priority. It requires each of us to listen to different customers, timely feedback their current needs, predict their future needs, and provide them with quality services. Only by ensuring that our services meet and exceed the needs of customers can we continue to seek survival and development.
China Industrial and Commercial Bank is the most profitable bank in the world. If we want to win more customers and achieve better business performance in the increasingly competitive market environment, then we can only achieve faster and better development if we always point the business axis to customers and take meeting customer needs as the business criterion. Service is a kind of culture, which can fully show the spirit of our industry; Service is an action that can determine the efficiency and development of our industry; Service is the carrier of work, which can record the quantity and efficiency of our industry, but quality service brings us not only opportunities, but also development.
Qianqi Branch Service Center Jiao Xu
Touching service case Article 2, "The user is always right",1In the summer of 998, the air-conditioning after-sales service department of Haier Group received a phone call from the customer: an old lady in Qingdao bought an air conditioner from Haier, and not long after she bought it, a phone call came in, saying that there was something wrong with the air conditioner. The repairman went to have a look and said that the air conditioner was fine, so you can use it at ease.
A few days later, the old lady called again and said there was something wrong with the air conditioner. The young man came to the door for the second time and looked fine. A few days later, another phone call said that there was something wrong with the air conditioner. When the old man is in his sixties, he is uneasy about new things and is particularly sensitive.
In the summer of 1998, more than 10 thousand air conditioners were sold in one day, and the after-sales maintenance personnel were very busy. In this case, the maintenance man came to the door for the third time and looked at the air conditioner. There's really no problem. Afterwards, the repairman said, "After I came back from my third door-to-door service, the first thing I did at work every day was to call the old lady and ask if there was anything wrong with the air conditioner. When I called on the first day, the old lady still said hesitantly: air conditioning? No, there is nothing wrong with it.
On the third day, the old lady was very moved and said, the air conditioner is fine, the air conditioner is fine, stop playing, stop playing. No matter what method is used, he satisfies the users and makes them feel at ease. Therefore, the satisfaction of users is our working standard.
Touching service case Article 3 There is a car driver named Yu Xishan in the fleet of Haier Company. He is over 40 years old and likes listening to music while driving. He received a customer from Europe, a lady. After the lady got on the bus, the driver began to play music and looked through the mirror in the car to see if the customers sitting in the back liked listening to music. If he likes listening to him, he will turn up the volume, if he doesn't like listening, he will turn it down or turn it off.
This time, he played "Under the Silver Moonlight" by a Tengger singer singer. The lady listened to the music in the back and said it was really nice. I want to buy one too. After that, the customer got off the bus and asked the driver to pick her up an hour later.
Yu Xishan thought at this moment, she is a stranger in Qingdao, where can I buy it? So I bought a disc of Silver Moonlight, just like the one he put in the car. When the European customer got on the bus, he gave it to the lady. The customer was very moved and praised Haier's thoughtfulness to customers.