In order to strengthen the special customer service capabilities of business outlets, provide care for special customer groups, and provide customers with better quality, convenient and warmer financial services, according to the Jilin Branch of Postal Savings Bank of China on the creation of "Sign Language Service Featured Outlets", Jilin Branch strives to create barrier-free service outlets such as "Sign Language Bank". Bank outlets have improved equipment and facilities to provide warm service guarantees for special customers. Staff work hard to learn sign language to ensure language communication and heart-to-heart communication with disabled friends, and do their best to serve customers from special groups, do practical things for the people, and convey silent warmth.
Cultivate employee sign language skills
In the early days of the creation of "Sign Language Bank", branch staff used their spare time after class to learn basic sign language by comparing online videos. Slowly, the "sign language service specialty outlets" were fully launched in the Jilin Branch, and all self-operated outlets under their jurisdiction participated. The branch operation management department hires professional sign language teachers and organizes branch tellers, lobby managers, financial managers, etc. to learn sign language through a combination of on-site meetings and video conferences. The Operations Management Department systematically sorted out and summarized the simple service verbal speech from hall guidance to counter service. Professional teachers explained each sign language in detail for the speech. After training, they recorded teaching videos and sent them to various business outlets. The designated lobby manager used the daily morning meeting time to organize branch personnel to review repeatedly to ensure that at least two or more people in each outlet can clearly and proficiently master the basic service sign language necessary for communicating with disabled friends, so that customers can feel more warm financial services.
Improve hardware service facilities
In addition to mastering the necessary sign language skills, the Postal Savings Bank of China Jilin Branch also has service facilities that can meet the needs of special customers, and add large-character calculator, wheelchair, hearing aid, blind card, handwriting board, magnifying glass, emergency medicine box and other service facilities to reshape the internal and external service environment and improve the special customer service experience.
All efforts are only to allow special customer groups to enjoy comfortable services, change passive services to active services, and enable special customers to change their services to Postal Savings Bank from satisfaction to surprise. Recently, the Jilin Jiangnan Branch of Postal Savings Bank of China, Shulan Branch, Shulan Street Branch, Jiaohe Branch and other outlets have successively received special customers of "silent". The lobby manager used professional sign language to serve them throughout the process, giving priority to handling and proactive assistance. The teller also applied the sign language services he learned to the business process. The customer expressed his surprise and surprise, and gave a thumbs up and praised him. Only when you understand the language can you understand the intention and provide the service. Behind the "sign language service" is the sincere service and sincere contribution of the Jilin Branch of Postal Savings Bank to disabled friends. The bank said it will continue to integrate the service concept of "to work hard and satisfy customers" into daily work and reflect it in every service detail.
Author Yang Fuyu Reporter Hou Chunqiang
Editor-in-chief Meng Fanjie Shi Wei Han Tieying
Editor Chi Ruibing
