Trusteeship, from the government to the people, shoulders the main service function of maintaining social harmony and stability. The following is my personal advanced deeds for your reference, hoping to help friends in need!
Model essay on advanced personal deeds (1)
Does the Central Savings Office of CCB xx Branch insist on it? Customer-centric? Our service philosophy is to meet the needs of customers to the maximum extent, improve customer satisfaction, loyalty and contribution, and improve the overall quality. Taking service quality as the first priority, we will constantly optimize service processes and promote service level in by going up one flight of stairs. Service efficiency year? Established a good image of CCB's service window and was rated as the city's CCB system by county banks. Hundred-day competition for civilized and high-quality service? Civilization, excellent service and advanced collective.
Our firm was established in August 1988, and moved to the middle section of the commercial street at the end of XX. The special geographical location, numerous commercial shops and a large number of floating population determine the complexity of the service objects of the center. In the new environment and situation, in order to improve customer satisfaction, optimize service process, promote civilized service level to a deeper level, and expand CCB's various businesses, all the staff of the center have worked hard in three aspects and achieved gratifying results.
First, lay a solid foundation and build a high-quality service team.
Through years of service, a group of people in the center believe that it is easier to train a qualified depositor than to build an excellent depositor team, which is an indispensable new force for the development of financial enterprises. Only by forming a team with centripetal force, cohesion and affinity can the savings office become an unbreakable bridge between banks and customers. Therefore, from their own point of view, they have done a lot of work to improve the overall quality of savings offices.
1, firmly establish a sense of service
The center always provides quality services persistently, pays attention to strengthening the service consciousness of employees, takes customer satisfaction as the measurement standard, encourages all employees to keep improving and always pursues better and more perfect services. Through in-depth study? Theory of Three Represents theory? Important ideas, socialist concept of honor and disgrace education, learning to understand the spirit of the instructions of the superior leaders, all the staff of the center agreed that under the new situation, it is the basic strategy of the bank to be good at retaining old customers and developing new customers at the same time. However, how to do this? This is about to gain a foothold? Customer-centric? Service awareness, constantly improve service quality, and retain customers with high-quality service.
2. Strive to improve professional quality.
Modern banking services are undergoing tremendous changes: knowledge services will be the focus of future enterprises to form service characteristics. In particular, the key customers of commercial banks are mostly high-level customers with certain knowledge content, and their requirements for banking service standards will be higher and higher. As a savings office, in order to expand the new demand market, it is necessary to embody its own business characteristics in the knowledge service. Therefore, the center has high standards and strict requirements, and strives to improve the professional quality of every employee, expand the knowledge level of employees, and enhance the service skills of employees, so that the single business of marketing services turns to interactive services, from rough services to fine services. With the help of interactive services and refined services provided by the center, some knowledge-based customers have withdrawn from the counter and realized electronic transactions and self-service transactions.
Second, establish a brand and develop a stable customer base.
A group of people in the center thought: customer-centric? The real meaning of "counter" is not only how to increase savings from customers, but also how to provide more value to customers by using the counter platform, in other words, just how to shape it? China Construction Bank? This well-known brand can unite people and have a more stable customer base.
1, communicate and understand the requirements.
When handling business, the center pays special attention to communication with customers. During the break, they also visited the surrounding shops to keep in touch with customers, and inquired about the customers' business situation through friendly attitude and plain language, thus effectively enhancing their feelings with customers, initially grasping the basic situation of customers and understanding their respective hobbies and needs. Whenever CCB launches a new product, it will tell the customers in need the information as soon as possible.
2. Earn trust in good faith
At work, the staff of this firm always think from the customer's point of view, try their best to bring benefits and convenience to customers, let customers enjoy the most sincere service and win their trust with actions. Because it is located in the business district, there is relatively more cash circulation, so the center has become the first choice for businesses to exchange small coins and residual coins. Whenever a customer comes to the office with a face of apology and a bag or bags of change, the employees are greeted with smiles and take pains to change the change for the customer. This autumn, a supermarket manager in Liuhe needs RMB with a face value of 5,000 yuan in 50 yuan. Coins happened to be in short supply at that time. He ran all over the savings offices and finally came to the center, where he was warmly received and left his phone number. On the third day, he got the coin as he wished and became a loyal customer of the center.
3. Exchange enthusiasm for loyalty
In the work, this firm always puts the interests of customers first, establishes the concept of customer-oriented, is anxious about customers' urgent needs, thinks about customers' thoughts, helps customers' needs, and exchanges enthusiasm for customers' loyalty. On April 8, this year, Ren Guanghua, a customer of Yuanbao Township, left 1000 yuan in cash on the counter after handling the deposit business. Zhang Fuling, a member of the institute, found it and reported it to the director. After checking and monitoring, it was confirmed that it was Ren Guanghua. The institute found the customer's home address through the public security bureau, but many efforts could not contact the owner. Early the next morning, the director of the institute borrowed a motorcycle and drove it for 20 hours. Such good things are constantly emerging in the center. Over the past year, the center has returned more than 20 yuan of dragon money and lost money. It is precisely because of the enthusiasm of employees that some customers have become the customer base that the center will never lose.
4. Seize the information of business opportunities
In today's increasingly fierce financial competition, establishing a good customer relationship is the basis for the savings office to expand its marketing business. Through these relationships, the savings office can grasp valuable information in time, so as to provide services to customers at the first time and continuously tap and enhance customer value. The center has established such a customer relationship network to complete various marketing tasks by collecting information. They buy enterprises and individuals in education, real estate and grain? Insider? Whenever self-funded high schools charge tuition fees, developers sell houses or buy soybeans in large quantities, they take active actions to mobilize customers to settle accounts at outlets or have outlets.
Third, highlight characteristics and provide personalized and differentiated services.
Provide personalized service to customers and seek common ground while reserving differences. The center has always given priority to providing customers with satisfactory services, and has stepped out of a new world in featured services, personalized services and differentiated services.
1. Vigorously promote CCB e-banking.
The center is located in the business center and there are many shops. There are many businesses for customers to transfer money, remit money and pay fees, which not only increases the counter pressure of outlets, but also consumes customers' time. Seeing this, the staff of the whole institute vigorously promoted the e-banking business, and the lobby manager used the computer outside the counter to demonstrate and explain the online banking business to customers, so as to let customers know more about it, dispel their doubts about the security and operability of online banking, and let customers experience and accept online banking and telephone banking business. Under the propaganda of this part of customers, it has brought a number of new customers and brought new benefit growth points to the center.
2. Give full play to the role of the lobby manager.
Every day, there is a part-time lobby manager outside the central counter to guide customers, distribute and publicize CCB's new products, patiently answer customers' inquiries, accept customers' suggestions, feed back customers' opinions, master all kinds of customer information, develop and expand high-quality customers, guide customers to atm machines, guide customers to handle business, cultivate customers' sense of identity and trust in self-service channels, and improve the man-machine replacement rate of outlets. Actively recommend e-banking business to customers, do a good job in publicity and appointment of funds and insurance, provide useful suggestions to customers in time, provide customers with the fastest and best service, and continuously improve customer satisfaction.
3. Develop high-quality customers by filing a case.
In order to timely and accurately grasp all kinds of customer information and provide personalized service, the center has established detailed personal files for major customers, high-quality customers and potential customers, including birthdays, home addresses, telephone numbers, personal preferences, family members, physical conditions and so on. The account manager is responsible for contacting these high-quality customers, communicating with customers on holidays, sending text messages or calling to congratulate customers on their birthdays, and constantly enhancing their feelings with high-quality customers. On this basis, we will introduce CCB's new products to customers in time, realize personalized and differentiated services, and establish a central gold customer base.
Head office? Service efficiency year? What about the city line? Hundred-day competition for civilized and high-quality service? It has brought great changes to the central savings office of xx Sub-branch: the content has changed greatly and the staff has changed completely. 26 credit cards 126, 78 wealth management cards, and 0/679 savings cards/kloc-0, with a deposit of more than 42 million yuan, and the planned 91600,000 yuan, exceeding 31000,000 yuan. I believe that under the correct leadership of the superior bank, the Central Savings Office of xx Branch will make new and greater contributions to the development of CCB in the future work!
Model essay on advanced personal deeds (2)
Born in June, Xx, joined the work in June, xx, and is currently the director of the trusteeship center of xx County Employment Service Bureau. For more than 30 years, I have been working in the service posts of trade unions and labor and personnel agencies, and have rich experience in service management, which has made outstanding contributions to social management, serving the broad masses of workers and maintaining social stability. He has successively won the honorary titles of advanced worker in the municipal employment service system, advanced worker in the municipal labor security system and outstanding trade union activist in the county. During his four years as a member of CPPCC, he was rated as? Excellent proposal Committee member? , its performance was selected in the "CPPCC Members' Style Record".
First, dedication starts from the supply and marketing cooperatives and becomes a worker? Intimate person?
From 1997, Xx became the chief of personnel education of county supply and marketing cooperatives, and forged an indissoluble bond with the personnel and labor of on-the-job employees and the endowment insurance for retired employees. He firmly established the concept of serving the staff and workers wholeheartedly, took serving the staff and workers as his own responsibility, constantly improved the service quality, enhanced the service image, and strived to provide excellent service for the staff and workers, and was praised as "staff and workers" by everyone? Intimate person? .
At that time, there were some problems in the collection, settlement and verification of laid-off workers' pensions, especially in the county supply and marketing system. In order to clarify the base number and standardize management, he carefully designed more than 10 sets of watches, traveled all over the grass-roots cooperatives by motorcycle, worked continuously for more than 40 days, and established a unified and standardized new account. With the increase of laid-off workers, the collection of laid-off workers' pensions has become a major difficulty. At the end of 2004, according to the spirit of instructions from higher authorities, the pension system was investigated as a whole. Because 70% of the employees work outside the home and find jobs by themselves, it brings great difficulties to the investigation work. He took the trouble to find someone by phone or relatives, completed the investigation task of more than 460 people in 40 days, established a new ledger, and distributed more than 3 million yuan of pensions, which laid the foundation for rationalizing the overall planning of social system pensions in the county and made positive contributions to maintaining social stability. In 2002, Zhang Lang, a retired veteran of the former Deng Youfang Supply and Marketing Wholesale Station, retired to live in Tongliao City, Inner Mongolia. Due to the inconvenience of cerebellar atrophy, he sent medical expenses and arrears of pensions of more than 7,000 yuan on behalf of the county community, which made the whole family very moved. For another example, Wang Wenkui, a retired veteran of the former county social organization, heard that xx had been transferred to the county employment service bureau, regardless of his cerebral palsy, and asked his wife to push a wheelchair to the concierge four times to show his gratitude. According to incomplete statistics, retired cadres have made more than 20 home visits.
Second, dedication extends in trusteeship and becomes the masses? Intimate person?
In May, 2005, xx was transferred to the position of Director of Trusteeship Center of County Employment Service Bureau. The trusteeship center, namely the labor and personnel agency, is mainly responsible for the collection of pensions for employees of restructured enterprises in the county, the transfer of continuous length of service, labor relations, party-mass relations and pension relations, and the handling of formalities for retirees. This is an important window for the party and the government to benefit the people's livelihood, directly facing the broad masses of workers, which is related to the actual interests of workers and the overall situation of social stability. As a director, he is well aware of the great responsibility and selflessly dedicates his responsibility, enthusiasm, wisdom and efforts to serving people's livelihood and being a worker? Intimate person? .
In recent years, with the gradual establishment of the social pension system, the trusteeship center is responsible for the pension planning of more than 2,600 people in the county, including more than 0/000 unemployed people in enterprises and 0/500 freelancers. These two types of people involve pension collection, continuous service, proof collection and so on. The work is difficult and there are many customers. He actively implemented relevant policies and went through various formalities seriously. Bicycle is his agent tool, and he never complains or contributes silently. In order to do a solid job, satisfy the workers and reassure the leaders, according to the three types of permanent workers, apprentices and permanent workers, especially the apprentices and permanent workers in permanent workers, he did not record them in some files. These people are anxious and excited about their length of service, but they can't produce real evidence. Faced with this situation, on the one hand, he patiently worked to solve doubts and doubts, on the other hand, he contacted relevant departments to help find the original records. For example, the father of an employee was beaten? Rightists? According to the policy, 16 years old should have continuous service with his father in the countryside, but it is not recorded in the file. Xx actively helped him find a way, and finally found the basis through the United Front Work Department and continued to serve. When Li Zhongsheng, an employee of the former shoe factory, retired, his three-year apprentice couldn't find the relevant information, so xx helped him find the information from the county archives bureau. There are also permanent temporary workers with fixed jobs. Is there any procedure for changing jobs? Permanent workers? According to the time record, there is no evidence to check after the bankruptcy of the enterprise. For example, the original fluorite mine involved more than 10 people, with poor service continuity and unstable mood. Finally, xx found the list of these people from the list of employees of the former Economic Commission, and went through the formalities of continuing to serve. They said excitedly, You are really our bosom friend! ?
Over the years, he has done a lot of good things that affect the immediate interests of employees, thinking about what they think and worrying about their difficulties. However, there are also unqualified people who always want to take advantage of loopholes, and intercession fraud has appeared from time to time. He acts fairly, adheres to principles and ensures the fairness of his work. There are no mistakes in the procedures of retired employees that he personally reviewed.
Third, professionalism is promoted through innovation and business? Do you have a heart?
Trusting and entrusting the government to govern the people shoulders the main service function of maintaining social harmony and stability. So, business? Do you have a heart? What's particularly important is that xx is a managed enterprise? Do you have a heart? .
In the activity of striving for Excellence, he actively led the trusteeship center to change its functions, innovate its services and enhance its service capabilities. The receipt is changed from manual writing to machine printing, which improves the work efficiency; Establish computer management of collection ledger to ensure the accuracy of ledger. In order to improve the integrity of pension insurance payment, ensure the normal collection of pension insurance premiums, dispel the doubts of payers and enhance the confidence of insured persons. At the same time, actively expand the scope of agency and implement it for qualified personnel? Accessibility? Into, to further improve the collection of endowment insurance, give full play to the function of labor and personnel agency business.
Innovation and development, focusing on management. In order to innovate and improve the service level, he adopted the principles of fixed posts, fixed personnel, fixed responsibilities and division of labor and cooperation? Three decisions and one combination? Working mechanism, the use of modern office means, carry forward the spirit of love and dedication, and give full play to the window role of labor security services. In accordance with the provisions of the archives management, the new entrusted personnel files are managed in a civilized and standardized manner. Last year, the personnel files of 1980 entrusted agents were carefully sorted and entered into a microcomputer, and a file management database was established. In 20 10, 574 unemployed people were entrusted as agents, 555 freelancers were entrusted as agents, 952 personnel files were compiled, 28 personnel agency cards were issued, 6 people were registered for the transfer of old-age insurance10, 45 employees of enterprises with continuous service and 97 retired. All these have realized the complete disclosure of information.
;