China Agricultural Bank Lobby Manager Service Specification (Trial) Chapter I General Provisions Article 1 In order to thoroughly implement the "customer-centered" service concept and standardize the service behavior of China Agricultural Bank Lobby Manager, this specification is formulated in accordance with the industry norms such as the China Convention on Civilized Service for Banks and the Implementation Rules for the China Convention on Civilized Service for Banks. Article 2 This Code is applicable to the lobby manager of the business outlets of Agricultural Bank of China. The lobby manager mentioned in this specification refers to the person who actively guides and diverts customers in the form of traffic in the business hall, provides business consultation for customers, handles customer complaints and assists in marketing promotion. Chapter II Basic Quality and Basic Requirements Article 3 Good professional quality. Love and dedication, strong sense of responsibility, strong dedication, obey the rules and discipline. Can stand on the customer's point of view and take the initiative to serve. Article 4 Personal qualities are relatively high. Technical secondary school degree or above, engaged in financial work for more than one year, with strong learning ability. Good psychological quality, rigorous style and overall concept. Article 5 The business knowledge is comprehensive. Received training in basic business, service etiquette and complaint handling. , familiar with the basic system and regulations of counter business, understand the business knowledge. Article 6 The service ability is outstanding. Strong communication skills with customers and strong language skills. Good at coordinating and handling customer opinions, maintaining customer relations, and having the ability to deal with emergencies and on-site control. Chapter III Service Responsibilities Article 7 Guide and divert customers and maintain business order. Understand the customer's business needs and guide the customer to handle business in the corresponding business field. Do a good job of customer diversion, actively guide customers to use self-service equipment, and be able to demonstrate operations according to customer needs. Check the business environment, self-service equipment and service facilities to ensure a good service environment and business order of the outlets. Eighth do business consulting, provide quality services. According to customer needs, do a good job of business consultation and explanation. Manage and supervise the service status of this branch, promptly correct the teller's behavior in violation of the norms, supervise and guide the service behavior of security guards, cleaners, insurance sales and other personnel in the business hall, and provide quality services to customers. Article 9 Handle customer complaints and maintain customer relations. Handle customer complaints of outlets in time, sort out customers' reasonable opinions and suggestions and submit them to relevant personnel. Article 10 Understand customer needs and innovate service means. Understand the customer's demand information for products, put forward opinions and suggestions according to the current situation, and constantly explore new service measures and methods. Eleventh marketing financial products, expand service channels. Effectively publicize and recommend wealth management products to customers, and actively cooperate with account managers to do a good job in customer service within the outlets; Identify high-quality customers, tap potential high-quality customers, and provide priority high-quality services for middle and high-end customers. Chapter IV Preparation for Article 12 Self-inspection and Arrangement before Opening. Work 10 minutes in advance, and gfd meets the specification requirements. Organize business data such as work logs on the countertop to keep the countertop clean and orderly. Article 13 supervision and inspection. Assist the person in charge of the outlet to urge the teller to prepare for the handover. Check whether the teller's work number plate, clothing, clothing, supplies and appliances are standardized. Do not meet the requirements, it should be corrected, or promptly ask the person in charge of the network to solve. Check whether the environment inside and outside the business hall is clean and beautiful; Check whether ATM, interest rate card (screen), queuing machine, customer money counter and other equipment and facilities are in good condition; Check whether there are business documents and promotional materials. Standardized placement and complete varieties. Article 14 Open the door to welcome guests. After the business hall opens, you should stand at the gate in a standardized way and greet the first customers with a smile. In case of more customers, the passenger flow should be reasonably diverted.

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