Elderly people lined up at the door of Postal Savings Bank to wait
On June 17, a reporter from Xinmin Evening News learned from many banks that due to the epidemic lockdown, offline demand has exploded and queues have surged in recent stages. Corresponding measures have been taken to require All outlets should be opened as much as possible, increase staff and efficiency, divert and reduce pressure, and treat every elderly with more humane services.
Shanghai Branch of China Construction Bank
Avoid queuing "unfairly accused"
reporter learned from the Shanghai Branch of China Construction Bank that
outlets should be opened as much as possible to ensure the number of service personnel and improve business processing efficiency;
extends service time, and key outlets adopt temporary Open early or delay closing, open as usual on weekends and weekends, shorten the time for disinfection at noon to within 1 hour;
try to guide customers into the lobby to wait in line, and reduce outdoor queuing;
set up a volunteer team, and the "Service Guarantee Team for the People" helps maintain customers Queue order, pre-check the business of the queued customers to avoid customers being "unfairly accused".
ICBC Shanghai Branch
ensures "only run once"
The relevant person in charge said:
On the premise of strictly implementing epidemic prevention requirements, all counter windows should be "opened as much as possible";
According to the conditions of the outlet, it strengthens the guidance and diversion of passenger flow in real time. Coordinate the addition of "service windows" and "love channels" to effectively shorten customer queueing time and improve service efficiency and customer experience;
arranges a dedicated person to answer and reply to customer consultation calls, inform customers of the materials required in accordance with business needs, and make relevant prompts. Ensure that customers "only go once";
adds temporary support from non-office employees to outlets to maintain on-site order and fully meet customers' peak demands in the store.
Bank China Shanghai Branch
set up a green channel for the elderly
Starting from June 1, the counter window of the outlet has been "opened as much as possible", especially for the business needs of elderly customers, service plans are formulated in advance.
All outlets open in advance or extend service hours, and require staff to "do what they should do" and implement "backend enrichment of front desk";
strengthens service and equipment maintenance in areas such as exclusive pension services, and adds green service channels for the elderly, all All outlets can provide offline Suishen code application printing services for elderly customers.
Staff help the elderly to handle business
Postal Savings Bank Shanghai Branch
Increase window effective diversion
As one of the designated banks for the elderly in Shanghai to receive retirement wages:
Increase effective service time through dynamic scheduling, and delay the end of early business opening and postponement of business ending: Open for business, Compress the noon disinfection time;
adds windows as much as possible to meet the counter business needs of the elderly customer base to the greatest extent;
issues counter processing appointment numbers for subsequent business days one day in advance, and effectively divert customers by making reservations in advance;
strengthens on-site diversion management , do a good job in customer communication and liaise, and arrange special personnel to guide customers through equipment diversion and queue up.
Shanghai Banking and Insurance Regulatory Bureau: To meet the financial service needs of customers, all banks appropriately extend their business service hours
Today, the Shanghai Banking and Insurance Regulatory Bureau issued the "Notice on Further Improving Financial Services at Bank Branches to Meet Citizens' Concentrated Business Requirements". The "Notice" requires that all banks should coordinate epidemic prevention and control with economic and social development, earnestly practice the political and people-oriented nature of finance, improve the financial service efficiency of business outlets and staff, and start from multiple aspects to fully meet the financial service needs of customers. Effectively solve the people's "urgent, difficult and anxious" problems.
In terms of doing a good job in service management and plans for business outlets, the "Notice" requires all banks to make every effort to ensure that business outlets should be opened on the basis of fully grasping the epidemic prevention and control work.Do a good job in data analysis and response plans, and carry out layered management according to the needs of outlet business. Strengthen real-time management of outlets, dynamically grasp the passenger flow situation, and promptly launch response plans for passenger flow gathering outlets.
The Notice also clarifies that banks should appropriately extend their business service hours. For key outlets with relatively concentrated populations in surrounding communities, pension payment business, and temporary closure of other nearby outlets, measures such as temporary temporary early opening or delayed closing of business, regular business on weekends, and improving the efficiency of midday disinfection work should be taken. , extend service time, improve service efficiency, and publicize the latest service time through various channels. Appropriately increase business windows and front-line staff. By strengthening the linkage between the main and branch branches, personnel sinking, and reasonable allocation of personnel at various outlets, windows and front-line staff of key business outlets are added, service awareness is enhanced, service attitude is improved, and service carrying capacity is effectively improved.
In terms of improving refined service capabilities, it requires banks to improve on-site and off-site appointment services to avoid customers waiting in line for a long time. Provide a "green channel" for elderly customers with reduced mobility. Strengthen order maintenance and on-site diversion, arrange personnel to inquire about the business handled by customers in advance, and promptly guide customers to diversion of outlets or equipment according to the type of business. Strengthen customer care inside and outside the lobby of the outlets, provide necessary drinking water, sunshade (rain) and waiting facilities, make preparations for epidemic prevention such as sweeping the place code in advance, and make emotional comfort, explanation and care for customers.
In addition, the "Notice" also clearly states that all banks should strengthen the renovation of age-friendly facilities. Respect the use habits of the elderly, retain and improve manual services and counter services, and reasonably arrange outlets to provide offline water, electricity, coal payment and other traditional financial services. Promote and apply the elderly-friendly mobile banking APP to further optimize the interface service methods to facilitate the elderly to obtain information and services. Improve emergency guarantee measures, and take effective measures to flexibly arrange them to reduce waiting time for the elderly in stages such as social security funds distribution and pension collection.
Planning | Qian Junyi (Xinmin Evening News·Buy Nongbeng Studio)
Text | Wang Jun Qian Junyi Yang Shuo
Pictures | Wang Jun Respondent
Source: Xinmin Evening News
