Industrial and Commercial Bank of China Dalian Branch adheres to the original intention of "building a bank that satisfies the people", deeply understands the political nature and people-oriented nature of financial work, adheres to goal-oriented, problem-oriented, grass-roots-oriented, and customer-oriented, and focuses on the dual-wheel drive of customer service and employee experience improvement. During this period, the bank launched a 100-day action to improve customer service in the branch, with a series of theme publicity such as the rejuvenation of outlets, the love of the station service, inclusive financial services around, and the first experience of green and low-carbon outlets. Our bank has fully improved the customer service level of the store, helping the bank's various businesses to develop with high quality .
This 100-day service improvement action starts from October 2022 to the end of December. In accordance with the work requirements of the Party Committee of the Head Office to continue to deepen the rectification of the central inspection, the customer service capabilities of the bank's outlets will be continuously significantly improved, and the normalized and long-term management of customer complaints will be carried out without any slackeningly, and the customer service level of the outlets will be continuously improved.
100-day action has deployed 9 aspects and 23 work measures, and has been implemented one by one. First, we will focus on improving service skills and build an outlet customer service team that is "understand business and good at serving". The second is to strengthen on-site service management, promote coordination and complementary between positions, and achieve smooth, safe, convenient, professional and considerate customer service throughout the process. The third is to effectively improve service attitude and ensure that you are enthusiastic and proactive in service. Fourth, improve telephone answering services and effectively solve customer needs. Fifth, strictly enforce business hours at outlets and strive to cause zero customer complaints due to inadequate management. Sixth, beautify the outlet environment and carry out outlet rejuvenation actions. 7. Improve service emergency response capabilities and effectively manage emergency services at outlets. Eighth, effectively prevent public opinion risks at outlet customer service, focus on public opinion risk prevention and emergency management, and avoid problems escalating. Nine is to do a good job in improving the office environment of employees, do practical and good things for employees at outlets, adhere to the green and humane work concept, and improve employees' sense of happiness and satisfaction with the continuous improvement of the working and living environment at outlets.
Industrial and Commercial Bank of China Dalian Branch combines the high standards and strict requirements for the guarantee of customer service at outlets during important periods, and is well aware that the responsibility and mission of ensuring the smooth operation of customer service at outlets in the bank and continuously improving service levels is a great responsibility and glorious mission. It fully combines with the head office's "Serving the Original Intention and the People's Satisfaction" outlet customer service enhancement season activity, continuously deepens the understanding of the political and people-oriented nature of financial services, and build a "People's Satisfaction Bank" with tangible work results.
