A Case of Asking Bank Savings Teller Service to Touch Customers

Case analysis of bank teller's quality service

On the morning of August 27th, 20 12, a customer who thought he wanted to withdraw a lot of cash came to my outlet. When calling her number, Teacher Zhang, who took me to study business, stood up and greeted her kindly: "Hello, what business do you want to handle?" The customer said that he would withdraw 654.38 million yuan in cash from the passbook and deposit the remaining 50,000 yuan in the customer's card. Teacher Zhang said: the customer's time deposit has not expired, so Teacher Zhang carefully reminded: "Teacher, your deposit has not expired, and you will lose a lot of interest if you withdraw it now. Are you sure you want to withdraw it? " After winning the customer's nod, Mr. Zhang began to handle the business quickly. After the transaction was completed, Mr. Zhang sorted out 6,543,800 yuan in cash, cards, passbooks and receipts, and reminded customers: "Please take good care of your cash, you can.

Service is the lifeline of banks, which is the best interpretation of doing a good job in counter customer service. How to better serve the bank's counter has several aspects:

First, good professional quality is the guarantee of quality service.

The basic requirement of all customers for us is to handle business efficiently and with high quality. In the end, it is impossible to handle the business assigned by the customer, or it takes more than ten minutes to handle the general business. Where can you get service? Language communication is indispensable for counter service, but without good business skills, it is impossible to talk about quality service by lip service alone. Therefore, all of us should be familiar with our business.

Second, communication varies from person to person, and choose the best way to chat.

Give each other a smile, it's simple. A smile and a hello will eliminate resistance and bring people closer. On the other hand, if we are expressionless or even have rain hanging on our faces, the minimum conditions for creating a pleasant atmosphere will be gone, and the originally unsmooth communication atmosphere will be even weaker after passing through the counter glass. It is difficult to get their understanding by explaining problems to customers. Sometimes a simple communication can have a good effect.

Third, how to face emotional customers

Most of our customers are very supportive of understanding our work, but there are always some customers who are impulsive and even verbally attack us. What should we do when we meet such a customer? Is it tolerance or resistance? In the face of such customers, our first reaction is often to fight back directly, because we know that the other party is wrong, but please remember this sentence: any problem can be solved through communication. First, let yourself calm down for two seconds. In these two seconds, we have to think: if I am a customer, but I can't handle this business, what will I lose? After thinking, we can often understand the root of customers' anxiety and anger and find the core of explanation. Consider his concerns from his point of view and then convince him. Finally, we should make it clear that our patient explanation is not that we have no dignity and temper, but that we have better self-restraint.