The lobby manager generally requires college education, specialization is not limited, received training in service management, hotel management, know public relations etiquette, psychology, management and hotel business knowledge. Here are some tips for you about the lobby manager, I hope it will help you.

Lobby Manager 1

Recently, the city branch organization we participated in the "lobby manager and teller service marketing skills to enhance the training", through this training so that I benefited greatly, but also from this understanding of the bank as a financial services business, the customer is the root of survival. Without customers, banks are like water without a source and wood without roots. Therefore, good customer service is the inevitable way for banks to maintain survival and even win competitive advantage. Employees are the carrier of the bank to provide services to customers, so to improve the level of service of our employees in the bank, especially the active service marketing awareness becomes more important. Improve the active service consciousness of the staff, from my own point of view, I think we can focus on the following two aspects:

First, the service marketing mentality of the shape

We all know that the ideology can promote the play of their own subjective initiative. A lack of service consciousness of the staff, it is impossible to have a strong service ability, so the improvement of staff service consciousness is the first prerequisite. To this end, we must first do:

1, clear the importance of service marketing

According to other banks in recent years in the transformation of the network initiatives show: Industrial and Commercial Bank of China, Agricultural Bank of China, China Construction Bank and other major domestic banks are in varying degrees to establish the concept of service marketing. This shows that the bank's service quality has become one of the important factors for customers to choose the bank. Therefore, service is crucial for banks to win customers, bank employees should be clear about the relationship between service and their own interests, so as to consciously strengthen their own service consciousness, and the implementation of the concept of service marketing.

2, to create a service marketing atmosphere

As a newly established bank, to shape their own corporate culture, the service atmosphere accounts for a very important part. The training teacher gave us to talk about the door to welcome customers, hall micro-salon, etc. is to create a good atmosphere of the method, which not only improves the quality of our services, but also to give customers a new sense of service, so that they think of the bank's services is the mention of banking services Gansu Bank of services.

3, try to think differently

In our daily work, we must often stand in the customer's point of view to think about the problem, often stand in the customer's point of view to analyze and find the shortcomings of their own work and think about how to carry out the work of the service, but also like Governor Pei, the use of free time to other financial outlets to experience the service in the capacity of a customer to learn from the experience of the advanced analysis and summarize their shortcomings in the actual work. Their own shortcomings in the actual work, and gradually rectify and implement, so as to improve the service consciousness on the basis of improving the level of marketing.

Second, the enhancement of service marketing skills

With the service consciousness, we must start to enhance the service marketing skills, and ultimately achieve the goal of active service marketing awareness and use.

1, master the commonly used 27 standard service terms

We tellers deal with customers every day, so it is very important to speak, our words and actions on behalf of the Gansu Bank of the words and actions, we do a good job, the customer will feel that the Gansu Bank of the good, we do not do a good job, the customer will think that the Gansu Bank of the bad. So we tellers are the spokesman of the bank. Therefore, 27 standard service terms as our daily dealings with customers service terms, and through the counter staff a sentence marketing, so that customers feel our sincere service, tangible benefits, so as to drive their side of the customer resources to our bank for business.

2, the establishment of standardized service etiquette

I used to work in the Texaco, but also service etiquette training, their service system is standardized service etiquette. For example, when a guest enters the store, all employees should shout "welcome", and their dress must be uniform, neat and generous. So we should also be in the grooming, service language, service attitude, service gestures and other aspects of the standardization, so that when customers enter the bank, can provide customers with a neat and standardized service, is customer satisfaction.

3, to carry out linkage marketing skills and referral awareness

In the era of transformation of bank outlets from service-oriented outlets to service marketing outlets, the bank only provides services to customers obviously can not meet the needs of customers, so our bank must be in the active service on the basis of strengthening the linkage marketing, so that the lobby manager and teller just like gears to turn. The teller will make the customers have the intention to buy through one sentence marketing, and then through the specialized explanation of the lobby manager, so as to buy our products. Therefore, linkage marketing and referral awareness must become an important part of our service content. So we have to operate in accordance with the process in all positions, consciously and actively marketing to customers, so as to promote the service level of the qualitative leap.

Lobby Manager 2

Our bank has always pursued the "service from the true feelings" purpose, to provide customers with attentive and thoughtful service. In this process, the smile plays an indispensable role. As a front-line service personnel, ordinary positions, ordinary work, in order to make each customer can feel the bank's high quality service, colleagues every day to adhere to a sincere smile to treat each customer, although sometimes encountered unreasonable customers, but we always adhere to a sincere smile and patiently for the customer to explain, so that the customer really feel our true feelings of service.

An article once said: life to serve as the purpose, service is a virtue, is a kind of happiness; service others, get is the affirmation of self-worth. Through their own personal experience of the lobby manager's work, their own service has a certain understanding, seemingly ordinary and ordinary lobby service, which itself contains a wealth of connotations and values. Just as I like to ask each other where they are when interacting with strangers, I feel that people in each place have the characteristics of each place, so that we can better communicate with each other after understanding.

The sales department is the window of the bank, and the small window reflects the overall appearance and reputation of the bank. I remember an economist once said, "No matter how humble your work is, you should be paid to the artist's spirit, when there is twelve points of enthusiasm. Anyone knows, and customers deal directly with both tired and cumbersome, but I like the work, like to see customers hope to come, satisfied with the expression; like to see the customers in our advice to get the surprise when the windfall; satisfied with the principle of adherence to the bank and the customer's interests after the protection of the sense of achievement. But also often due to the lack of hardware and facilities and have to make up for the lack of human means of service and have regrets, but also have to accept the customer did not achieve the purpose of the catharsis of dissatisfaction ...... In short, a variety of people alternating back and forth to the sincere service for the customer's true feelings, so that our work is vivid and colorful. Sometimes will encounter a lot of unreasonable customers, this time "smile" service is particularly important, perhaps a simple smile can dissolve the customer's original anger.

Remember there is such a story, an angry customer in a loud shout, colleagues greeted with a smile, the results were asked, what are you laughing at, what's so funny. The colleague's reply was very witty and ingenious "Teacher, smiling is our basic service guideline". The awkwardness was quickly dissolved, and the atmosphere was transformed from heavy to relaxed. When we are sincerely anxious about the problems encountered by the customer, sincerely help customers to solve the problem, I think most of the customer's anger will dissipate. Smile can not only shorten the distance between people, and is the most favorable weapon to resolve conflicts. Sincerity can be transmitted, as long as you treat others sincerely, others will also feel your sincerity. Isn't there an old saying, smile, ten years less. We are happy to work at the same time, the body and mind also get pleasure. We are not only representing the image of the branch, but also the image of the whole bank.

With the continuous upgrading of the service concept, from the "bank's service" to the "service of the bank", the bank's service concept and level of qualitative changes are occurring, the service comes from the sincere, only to pay a sincere service, in order to win all the potential customers. If you treat every customer with sincerity, your mind is peaceful, your body and mind are relaxed, and you will be surrounded by a pleasant atmosphere.

Lobby manager experience 3

As a young employee of the ICBC, engaged in the lobby manager during my deep appreciation of the mission and responsibility of the lobby manager, the good or bad lobby manager service directly affects the bank's operating efficiency and external image. An excellent lobby manager, wearing six jobs: business guidance, service demonstration, emotional appeasement, conflict coordination, environmental cleaning and security supervision. As an important position, the lobby manager has an irreplaceable role in customer service and product marketing. Young employees are more likely to continue to learn and strive to improve themselves and enhance their business skills.

First of all, the correct grasp of the details of the work is the basic quality necessary for the lobby manager. Lobby managers need to seriously study the knowledge of banking business, in practice, constantly deepen the understanding of knowledge, fully grasp the full range of banking services, so that there is enough basis for customers to provide services, for customers to do business should be seriously inquired about, to understand the business, patiently explain, meticulous help.

Secondly, in the fulfillment of their duties at the same time also pay attention to the art of work. I think in the work to do the following points:

First, smile service. Lobby manager should always maintain an optimistic mindset, smile in the face of customers, with a smile infected customers, closer to the distance of customers, retain customers. Skillful use of smile skills, reflecting the bank customer first, service first business philosophy. Practice good internal skills, so that the warmth brought by the smile filled the business hall, so that customers feel at home. Lobby managers should improve their personal qualities and instrumentation image, at least to be dignified, elegant and generous. When customers enter the bank hall, the lobby manager to start them a heartfelt smile, enthusiasm, civilization to meet customers, with a smile to understand and know the needs of customers, with a smile to answer customer questions, try to meet them, so that customers feel to the bank for business is doubly respected, doubly welcome.

Second, can talk the talk. Lobby manager directly facing customers, to have a strong ability to communicate with customers. Not only to do with customer communication, but also should coordinate the friction between the customer and the teller, to do face to face, ear to ear, timely communication with customers, close relationship with customers. Good eloquence and extraordinary patience is the basic premise of a good lobby manager's work, which can be played to the fullest in the lobby manager's platform. Say to do a good job of three points: one is hard to say, that is, to come to the customer to speak diligently, repeatedly say, full promotion of the product; two is able to say, that is, to describe the business is excellent, explaining the accurate, but not overstated, nor deliberately cover up the characteristics of the ICBC products and features correctly and accurately recommended to the customer, and the third is that it will be said, that is, to pay attention to the service strategy, according to the person to person, differential marketing. Save enough effort in saying, you can get twice the result with half the effort. In addition, the poorer understanding and more difficult points of customer inquiries, the lobby manager must be patient enough to take the customer as a loved one, repeated in-depth explanation, so as to get the customer's respect and trust.

Third, good at asking questions. Any customer who enters the door, we should warmly welcome, take the initiative to greet, can not be too poor to love the poor heart. To be good at figuring out the customer's psychology, the customer's abnormal reaction to go up and ask, sincere concern, to help solve the problem. Especially important when customers have opinions on bank services and other aspects of the lobby manager to listen to customer dissatisfaction, do not rush to defend what, and finally to sincerely apologize to the customer, because you represent not yourself, on behalf of the ICBC corporate image. First of all, you need to obtain the customer's goodwill towards you, so that it may be very good for the following communication, and secondly, to find out what the customer's needs are, to help the customer to solve his problems as soon as possible. In addition to the need to diligently ask the teller, the cash and business processing in the counter like a finger on the pulse, in order to ensure timely adjustment of the customer to the designated window to quickly handle the business. Let customers y feel the bank's accurate, convenient, fast service, establish a good service image.

Fourth, observe the color. Lobby manager to have a strong ability to observe, in the work of the eyes to do six ways, ears to listen to all sides. In the service to pay attention to listen to, at any time to grasp the needs of customers, collect valuable financial information, carefully recorded in the lobby work log, summarize the proposed timely report to the leadership. To have enough capacity to deal with emergency events, will inevitably encounter a variety of many emergencies. Such as long queues of customers, the lobby manager to triage customers in a timely manner. To guide customers to other windows for related business, with card customers to self-service equipment, thereby reducing counter pressure. Ensure that the order of the business hall is stable. Deepen the connotation of the lobby manager service, comprehensively enhance the lobby manager service capacity.

Fifth, proactive. The nature of the work of the lobby manager requires employees to be proactive in their work. Lobby manager must develop the habit of walking around diligently, to patrol back and forth in the hall and ATM area, in time to grasp the overall situation inside and outside the hall. By seeing, asking and speaking with customers at zero distance, they can guide customers, maintain order, understand information and adjust service mode. Provide customers with a full range of service needs in a timely manner, and play an indispensable role as a lobby manager. When encountering customers in need of help, the lobby manager should be diligent demonstration, diligent help, when encountering the old, weak, sick and disabled customers, to enthusiastically provide a hand up to help.

We have to be ready at all times, anxious customers, think of customers, to win every customer with flawless service. To let every customer feel our smile, feel our enthusiasm, feel our professionalism, feel at home.

Lobby Manager Insights 4

The lobby manager is the image of a bank spokesman, when the customer stepped into the bank door, directly into the eyes of the customer's first person is the lobby manager. Therefore, the lobby manager's service attitude and service quality is crucial, and do a good job of lobby manager is also very important to the bank.

To become a good lobby manager, not only to practice good external skills, but also need to practice hard to do both internal and external training. Lobby manager is summarized as wearing six jobs: is the business guide, service demonstrator, emotional pacifier, conflict coordinator, environmental cleaner and safety supervisor.

Lobby manager to enhance personal qualities and instrumentation image, at least to do dignified, elegant, generous. When customers enter the bank hall, the lobby manager should smile at them, enthusiastic, civilized to meet customers, with a smile to understand and know the needs of customers, with a smile to answer customer questions, try to meet them, so that customers feel to the bank for business is doubly respected, doubly welcome.

The lobby manager's knowledge of the bank's business should be sufficient and comprehensive, so that there is enough basis for customers to provide services, otherwise, a question three do not know, the lobby manager is virtually non-existent. Understanding of the business for example, there are often foreign workers here to handle personal remittances, ask where to remit, which is that some people even need the voucher will not fill out, to carefully explain the way they fill out.

Have to have a strong ability to communicate with customers. Lobby manager directly facing the customer, to have a strong ability to communicate with customers. Not only to do with customer communication, but also should coordinate the friction between the customer and the teller, to do face to face, ear to ear, timely communication with customers, close relationship with customers.

When encountering customers in need of help, the lobby manager should be diligent demonstration, diligent help, when encountering the old, weak, sick and disabled customers, to enthusiastically provide the help of a hand.

Especially important when customers have opinions on banking services and other aspects of the lobby manager to listen to the customer's dissatisfaction, do not rush to defend what, who is right and who is wrong does not matter, even if you refute the customer may bring worse results. To sincerely apologize to the customer, because you represent not yourself, first of all, to obtain the customer's goodwill towards you, so that it may be very good for the following communication, and secondly, to find out what the customer's needs, to help customers solve his problems as soon as possible, if the problem does conflict with the system, to patiently listen to the customer why it's so difficult to give him a channel to ventilate, don't intervene, because some of the Customers he may not really want to go against our system, he needs a kind of catharsis, he may be angry in other areas to you to vent, and we want to solve the problem can do is a kind of understanding, you may feel that this is too aggrieved and too difficult, indeed, it requires a good state of mind, and then thank the customer for the urging.

To have enough capacity to deal with emergencies, it is inevitable that we will encounter a variety of many emergencies. Such as the problem of long lines of customers, the lobby manager to triage customers in a timely manner. To guide customers to other windows for related business, with card customers to self-service equipment, thereby reducing counter pressure. Ensure that the order of the business hall is stable.

We have to be ready at all times, anxious customers, think of customers, to win every customer with flawless service. To let every customer feel our smile, feel our enthusiasm, feel our professionalism, feel at home.

Lobby Manager Thoughts 5

Our bank has always been pursuing the purpose of service from the true feelings, to provide customers with attentive and thoughtful service. In this process, the smile plays an indispensable role. As a front-line service personnel, ordinary positions, ordinary work, in order to make each customer can feel the quality of service of the bank, colleagues every day to adhere to a sincere smile to treat each customer, although sometimes encountered unreasonable customers, but we always adhere to a sincere smile patiently for the customer to explain, so that the customer really feel our true feelings of service.

An article once said: life to serve as the purpose, service is a virtue, is a kind of happiness; service others, get is the affirmation of self-worth. Through their own personal experience of the work of the lobby manager, their own service has a certain understanding, seemingly ordinary and ordinary lobby service, which itself contains a wealth of connotations and values. Just as I like to ask each other where they are when interacting with strangers, I feel that people in each place have the characteristics of each place, so that we can better communicate with each other after understanding.

The sales department is the window of the bank, and the small window reflects the overall appearance and reputation of the bank. I remember an economist once said, no matter how humble your work is, you should be paid to the artist's spirit, when there is twelve points of enthusiasm. Anyone knows, and customers deal directly with both tired and cumbersome, but I like the work, like to see customers hope to come, satisfied with the expression; like to see the customers in our advice to get the surprise when the windfall; satisfied with the principle of adherence to the interests of banks and customers to get after the protection of the sense of achievement. But also often due to the lack of hardware and facilities and had to make up for the lack of human means of service and regret, but also had to accept the customer did not achieve the purpose of the catharsis of dissatisfaction In short, a variety of people alternating back and forth to the sincere service for the customer's true feelings, so that our work is vivid and colorful. Sometimes will encounter a lot of unreasonable customers, this time the smile service is particularly important, perhaps a simple smile can dissolve the customer's original anger.

I remember a story like this, an angry customer shouting, coworkers greeted with a smile, the results were asked, what are you laughing at, what's so funny. The colleague's reply was witty and ingenious. Teacher, smiling service is our basic service guideline. The awkwardness was quickly dissolved, and the atmosphere was transformed from the gravity of the moment to a relaxed one. When we are sincerely anxious for the difficulties encountered by customers, and sincerely help customers to solve problems, I think most of the customer's anger will dissipate. Smile can not only shorten the distance between people, and is the most favorable weapon to resolve conflicts. Sincerity can be transmitted, as long as you treat others sincerely, others will also feel your sincerity. Isn't there an old saying, smile, ten years less. While we work happily, our body and mind also get pleasure. To serve customers with the greatest enthusiasm, because we not only represent the image of the branch, but also the image of the entire bank.

With the continuous upgrading of the service concept, from the bank's service to the service of the bank, the bank's service concept and level of service is undergoing a qualitative change, the service originates from the sincerity, and only by paying sincere service can we win all the potential customers. Sincerity to every customer, your . The depth of the mind is serene, your body and mind is relaxed, you will be surrounded by a pleasant atmosphere.