ICBC Beijing Yansha Sub Branch Fluent English Shows Foreign Service Characteristics

The Beijing Yansha sub branch of ICBC is located along the Northeast ring road.

Because it is located in the Chaoyang embassy area, only 5 minutes' drive from the US embassy, foreign service has become a special service card here.

"Hello! What kind of business do you need?" yesterday morning, a German customer just walked into the network, and the staff immediately communicated with him in fluent English.

The relevant person in charge of Yansha sub branch said that the network has constructed its own foreign service characteristics from three aspects.

First of all, foreign related services require employees to have the ability to communicate in foreign languages. In order to improve the English level of the whole staff, the Yansha sub branch conducts a full English training every quarter, which covers spoken English and bank English vocabulary, and sends the counters in English to the lobby and each teller, encouraging them to use English directly while receiving foreign customers.

At the same time, in the formulation of the public education plan, the Yansha branch also took into account the situation of more foreigners in the location of the network, especially the public education of expatriates as the special service of the Yansha branch.

"The staff with the highest level of English in our branch, introduce the basic situation of ICBC to our customers, various products of our bank, and some humanities and geographical situations in China and Beijing. While drawing close to the distance from customers, we also have a thorough understanding of the needs of customers, laying the foundation for further business infiltration and achieving good results."

In addition, in view of the fact that the staff of foreign embassies do not have the restriction on the amount of personal foreign exchange settlement and sale, and have relatively sufficient funds and good credit standing, the bank regards it as the focus of settlement and marketing work.

In order to give

The embassy staff provide better services, and the banking outlets specially set up an appointment service mechanism for foreign embassy staff.

After asking the lobby and teller to identify the staff of the foreign embassies, the customer manager introduces Yansha branch to provide the booking service for the customers.

When a customer asks for an appointment service through a counter or telephone, the bank staff records the customer's needs in detail, including the types of business, business currencies, visiting time, etc., and pfers the information records to the foreign exchange counter. When the time of the appointment is booked, it initiatively connects with the customer confirmation, and helps the customer to take the number to reduce the queuing time.

In this mechanism, it is also specially mentioned that we should pay special attention to prompt customers to bring all necessary documents, such as passports, diplomatic personnel identity cards, bank media, etc., if customers need to withdraw foreign currencies, they should confirm with foreign currency counters whether there are sufficient foreign currency cash. If the cash is insufficient, the customers should make clear that they should make an appointment for the next working day. If customers need to settle foreign exchange and withdraw renminbi, they should confirm whether there is enough cash in the outlets, such as insufficient cash, respond to customer instructions, make an appointment for the next working day, and other requirements for foreign embassy staff, such as reporting loss and underwriting, should also be on the basis of compliance, in line with the principle of special handling, and try to help customers complete their business as soon as possible.

A series of measures have greatly improved the service efficiency of foreign embassies and staff members, and enhanced the individual sales and remittances of Yansha branch.

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On the whole, with the increasing number of new employees in recent years, the English communication skills of Yansha branch employees have been significantly enhanced.

Some employees can communicate with foreign customers fluently in English, and improve the way of "counter shooting", which greatly improves customer service quality and attracts more foreign customers to Yansha sub branch.

It can be seen clearly that more and more expatriates are coming to Yansha branch, and their business is becoming more and more complicated after the smooth communication. Yansha branch has become a banner of foreign-related financial services.