1. Receive customer consultation, problem explanation and demand registration at outlets, and guide customers to handle business.
2. Be responsible for customer identification, effectively channel and divert customers, and maintain the normal order of business premises.
3. Actively promote our financial products and services to customers.
4. Identify potential high-quality customers in time and actively expand into VIP customers of the Bank.
5. Take advantage of the lobby service position, extensively collect market information and customer information, fully tap key customer resources, establish a customer resource information book, record key customer service information, and adopt appropriate methods to establish long-term and stable relations with key customers. Regularly summarize and analyze market information, customer information, customer needs and customers' opinions on product marketing and quality service of this outlet, put forward improvement suggestions, and report to the person in charge of personal departments and outlets regularly (report major issues at any time).
6. Be responsible for handling complaints and disputes in the business premises and responding to emergencies. Maintain normal business order, pay close attention to the dynamics of business premises, report abnormal situations in time, and safeguard the funds and personal safety of banks and customers.
7. The lobby manager is the first person responsible for the management and maintenance of the self-service equipment in the outlets, and is responsible for monitoring the operation of the self-service equipment, timely reporting for repairs in case of problems, actively marketing and guiding customers to use the machine correctly.
8. Be responsible for environmental sanitation supervision in the lobby of outlets.
9 responsible for the placement and maintenance of network signs, interest rate signs, billboards, suggestion books, promotional materials and convenience facilities.
10, responsible for receiving VIP customers and doing a good job in customer service.
Second, the lobby manager's work content
1, make all preparations before business.
(1) Check whether the counter and the pen can be used normally, and whether all kinds of certificates are complete and sufficient.
(2) Check whether the pager, self-service equipment and electronic display screen are operating normally, and whether the 95599 self-service telephone line is unobstructed.
(3) Check whether the posters and exhibition stands are correctly placed according to the regulations, whether the hinge varieties are complete and whether the quantity is sufficient.
(4) Check whether the drinking water of the drinking machine needs to be replaced and whether the water cups are sufficient; Whether the customer's seat is damaged; Whether the placement of fire fighting equipment meets the requirements.
(5) Check whether the contents of the notice board are out of date and need to be updated; Check the customer suggestion book and suggestion box.
(6) Check whether the front of the lobby, reception desk and business outlets are clean and tidy.
(7) Check office supplies (business cards, lobby manager's work log, customer demand register, product manual, etc.). ) are all complete.
2. Be proactive and polite in business.
(1) warmly and civilly welcome customers entering and leaving the outlets. From the moment the customer enters the door, the lobby manager should take the initiative to greet the customer.
(2) Identify, divert and guide customers. The lobby manager guides customers to choose trading channels (counters, self-service equipment, telephone banking) to handle business by actively asking customers' needs; Guide customers to fill in certificates and guide customers to wait in the waiting area.
(3) The lobby manager should take the initiative to patrol. For customers in the waiting area, the lobby manager should take the initiative to ask customers whether they have browsing needs such as drinking water, books, newspapers and magazines; Actively introduce our financial products to customers, hand over relevant publicity materials to customers, and give further in-depth explanations to interested customers.
(4) When answering customers' business inquiries, be fluent in language, articulate, serve with a smile, and be patient and meticulous. During the conversation, carefully observe the customer's behavior, listen carefully and record the customer's opinions and needs, get customer information from them, and find potential high-quality customers.
(5) The lobby manager should strive to expand potential customers and recommend our VIP service to them. Introduce the potential customers found by yourself or the counter staff to the personal account manager in time, and explain the customer's needs. The account manager will communicate with the customer separately to make it a VIP customer of the bank. For those who don't accept our VIP customer service for the time being, you should give the customer a business card. If the customer is willing to provide information such as name, contact number and contact address, it should be carefully recorded and immediately notified to the account manager to provide follow-up marketing services.
(6) VIP customers should be required to show their VIP cards when handling business at outlets, and guide them to handle business in VIP service area or VIP window. If the above-mentioned business is not completed, the customer can't handle the business immediately, so he should guide the customer to the VIP lounge and ask the customer to wait for a while and provide tea, magazines, etc. , take the initiative to introduce our financial products to customers, give relevant publicity materials to customers, and give further in-depth explanations to interested customers. After the VIP customer business is completed, the lobby manager should ask if there are other needs and give assistance. When customers leave, they should go to the door and say goodbye to them.
(7) Do a good job of patrolling the usage of hall facilities, and find and eliminate hidden dangers in time.
(8) Effectively divert customers, and guide customers who inquire, make small withdrawals or pay fees to use self-service equipment to handle business, so as to relieve the pressure on the counter.
(9) In case of disputes, you should immediately come forward to dissuade them, investigate the reasons, promptly and properly handle customer criticisms, avoid disputes, resolve contradictions and reduce customer complaints.
(10) Customers who are in urgent need of help in handling business or older customers who are inconvenient to move should be arranged in the "green channel" in advance according to the situation.
(1 1) Establish the work log of the lobby manager, record the unknown questions raised by customers in time, pay attention to checking the registration requirements of customers, and feed back information to customers in time.
(12) Suspicious personnel who stay for a long time without reason should come forward to ask the reason and persuade them to leave. On the premise of ensuring personal safety, appease and stabilize the lawless elements who make trouble, and prompt colleagues to call the police in time.
3. After the business is over.
(1) Check the operation of the hall equipment.
(2) Turn off the power of electronic display screen, water dispenser and other equipment.
(3) Consult the customer's suggestion book and suggestion box, handle the customer's opinions and suggestions in time, and feed them back to the customer who provides contact information after approval by the superior.
(4) Fill in the work log of the lobby manager, summarize the service situation of the day, and analyze and report the information of key customers and market dynamics.
I hope it helps you.