I know that the service of the lobby manager is no small matter, and his words and deeds will attract the attention of customers at the first time. His comprehensive quality is quite high. He should have a familiar and professional understanding of the bank's business knowledge, be enthusiastic and generous in service etiquette, take the initiative to standardize, be witty and witty, and be able to improvise. This is very stressful and challenging for me. But I will absorb a lot of knowledge and energy and radiate my own light and heat in the limited working time. As a financial service provider, I feel very honored and proud, because I have the support and help of a senior leader and colleagues close to home. I will constantly enrich and improve myself in such a group and eventually become an excellent and qualified lobby manager. Supplement:
Responsibilities of the lobby manager
(1) service management. In strict accordance with the Service Rules of China Construction Bank and the Service Implementation Plan of Lobby Manager of China Construction Bank, assist the person in charge of outlets to manage and supervise the quality service of outlets, and promptly correct the phenomenon of violating the standardized service standards.
(2) Fujian. Warm and civilized reception and send customers in and out of the store. From the moment the customer enters the door, the lobby manager should take the initiative to meet the customer, ask about the customer's needs and give corresponding business guidance.
(3) Business consultation. Answer customers' business inquiries enthusiastically, sincerely, patiently and accurately.
(4) Differentiated services. Identify high-end and low-end customers, provide VIP services for high-quality customers and provide basic services for ordinary customers.
(5) product promotion. According to customers' needs, actively and objectively introduce and market our advanced, convenient and fast financial products, trading methods and methods, and be a good financial consultant.
(6) Low cabinet service. Conditional outlets handle non-cash businesses such as freezing, unfreezing, loss reporting and cancellation of individual customers according to relevant certification materials provided by individual customers.
(7) Collect information. Make use of the service post in the lobby to collect market information and customer information extensively, fully tap the resources of key customers, record the service information of key customers, and establish long-term and stable relations with key customers in an appropriate way.
(9) maintain order. Keep the environment clean and hygienic; Responsible for the arrangement and maintenance of outlet signs, interest rate signs, publicity signs, billboards, machines and tools, suggestion books, publicity materials and convenience facilities; Maintain normal business order, remind customers to observe the "one-meter line", guide customers in time according to the queuing phenomenon at the counter, and reduce the waiting time of customers; Pay close attention to the dynamics of business premises, report any abnormal situation in time, and safeguard the funds and personal safety of banks and customers.
(10) Work requirements. The lobby manager must stand to receive customers (you can sit down and talk about business with customers) and serve customers with eyes, mouths, hands and legs; Need to record work logs (perform basic duties) and customer resource information books (key customers); If you take time off for some reason, banks should arrange competent personnel to replace you, and you must not leave your post empty.
(11) Periodic reports. 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 competent president and the person in charge of the outlet in writing once a month (report major issues at any time). For the problems reflected by the lobby manager, the leaders of the bank and the person in charge of the outlets should study them in time and take targeted measures to solve them.