The bell rang at ten o'clock, announcing that a new day of excitement in Wangfujing Street is about to begin. Bustling tourists and passers-by in a hurry dot this ancient and modern commercial street. Walking into China Industrial and Commercial Bank Beijing Xindong 'an Sub-branch, there are more and more people handling business in the lobby. I'm a little at a loss when I watch people in the outlets go their own way. At this time, a staff member in a dark blue uniform raised his right hand at me, walked towards me and smiled kindly: "Hello! What business do you want to handle? "

Her smile melted my bewilderment. When I saw the words "vice president" on her work card, I thought to myself, even the vice president personally served customers. What kind of branch is this?

Behind honor is invisible pressure

"The predecessor of Xin Dong 'an Sub-branch is Wangfujing Savings Office, which was founded in 1949. It is older than everyone here. " Yamy, the president of the branch, said with a smile, and her hearty laughter also infected us.

this branch has a glorious history and won numerous honors. It has been successively rated as a national civilized unit, a national civilized demonstration post for women, a "thousand excellent service demonstration unit" of China Banking Association, a "double hundred excellent services" outlet of ICBC, an "advanced collective in labor competition" of Beijing Branch, and a "top 1" outlet of personal gold business of Beijing Branch. "Many honors of the outlet were won before I came to this outlet last August. To be honest, I am also a' pressure mountain'! " Yamy said with self-mockery.

Yamy, who was born in business, fought many beautiful "battles". "Doing business is stressful, but it can't be compared with the current pressure. After all,' it's difficult to start a business, and it's even harder to stay in business'. What we have to do is to hold this banner. " Yamy said with emotion.

As the outlets of Xin Dong 'an Sub-branch are located on Wangfujing Street, the peak tourist season has a particularly obvious impact on them. "With the increase of the floating population, the number of outlets calling every day should reach about 1,. This not only puts a lot of pressure on the counter, but also puts pressure on the service. " Yamy told reporters. Every day, there are many tourists sitting in front of the outlets, and they come to handle all kinds of business, and some even cancel the business in Beijing. Some tourists don't understand, and his emotions will be particularly excited. Speaking his hometown dialect and amplifying the sound decibel can make the whole lobby "boil". "At this time, you need the lobby manager on duty to go out, listen to his confusion and channel his dissatisfaction."

however, there are many difficulties and there will be more ways. "After I came, the leadership decided to implement the deputy shift system at the peak of tourism and when paying pensions. My three deputies and business leaders and I took turns to shift every day. You can call my office directly for consultation service. When the customer sees that the person who solves the problem for him is a person with a position, he will feel that he has found the right person. Not only that, but it can also ease the pressure on services. " At the same time, they also specially opened a green channel for customers who have train tickets and plane tickets, who are in a hurry to catch trains and planes, and special customers such as the disabled. In the outlets, they were equipped with drinking fountains, convenience boxes, financial gardens and risk warning gardens. Through meticulous service, customers feel as concerned and considerate as family members.

innovative solutions

the number of customers in the VIP area on the basement level is more than that in the ordinary area, which is also a major feature of Xindongan Sub-branch. Especially after the nearby East Chang 'an Street branch moved, its customers "moved" to the New Dong 'an Sub-branch. Yamy humorously summed up the characteristics of these customer groups: "highly educated, highly intelligent and demanding". Most of them concentrate on the business at noon, and the business is relatively more complicated.

in order to alleviate the pressure of business peak, they innovatively use various methods to reduce the waiting time of customers, so as to save time and make customers who handle business more comfortable.

according to the customer queuing early warning model, outlets display the average waiting time and queuing degree in four levels of red, yellow, blue and green, and monitor and systematically analyze the queuing situation of outlets in real time. Measures such as human emergency support, opening flexible windows, strengthening customer diversion and manual call-in have effectively shortened the waiting time of customers. At the same time, outlets guide customers to use e-banking and self-service machines in the e-banking experience area to cultivate their habits of using e-banking; They also established a high-end customer reservation system, and the account manager guided high-end customers to avoid business peak hours to handle business.

"In order to better serve customers, we attach great importance to internal communication. Most of our employees are college students. They will have many new ideas and good suggestions and can communicate with me at any time. " President Guo said. They use the morning meeting time every day to organize front desk tellers to share service experience, exchange needed goods and make up for deficiencies. When they encounter problems, they discuss with each other, brainstorm and find out the best way to solve them. Yamy told reporters, "We are constantly summing up to improve our service. Now at our outlets, many customers have become good friends with our employees. "

service creates value

Xin Dong 'an Sub-branch used to be a branch that focused on personal financial business, but with the increasingly serious hollowing out of the city, many depositors moved out of Wangfujing. In the face of depositors who gradually "disappear", how will the outlets develop in the future?

"To tell the truth, the purpose of my coming to this outlet is to improve the comprehensive service level of the outlet." Yamy said simply. "Only in this way can resources be shared and complemented, and the personal gold business of outlets can be developed sustainably, and the corporate business will also make great strides." For example, a wealth management customer has established a good and harmonious cooperative relationship through our long-term professional and high-quality financial services. At the same time, it may correspond to an institution or an enterprise. We take personal financial services as the starting point and extend the service content, which not only effectively broadens the business scope, but also brings us tangible benefits.

At present, under the leadership of Yamy, president of Sun Dong 'an Sub-branch, with the concerted efforts of more than 3 employees in the whole bank, they are moving towards a higher level. At this time, Yamy has begun to prepare for the development plan of the outlets next year. She told reporters that next year, she will further improve the service level of outlets, adjust the overall structure of outlets more reasonably, and let her employees give full play to their own characteristics, so as to make Xindongan Sub-branch bigger and stronger.