Bank Lobby Manager Service Etiquette

As a special financial service industry in banking, the etiquette and etiquette of employees represents the external image of banks.

For the banking industry, we should not only have advanced facilities, comfortable decoration, elegant environment, but also have high quality and good service.

The bank lobby manager as a customer stepped into the first contact with the bank, the bank lobby manager service etiquette is particularly important.

In the process of customer service, the manager of the bank hall should master two basic principles: first, straighten out the work attitude; two, correct the position of the bank.

To accomplish the above two points, the manager of the bank hall should have a clear understanding of his post responsibilities.

1. customer greeting

As a guide to customers, the manager of a bank lobby should be able to send and receive customers warmly and civilily. The lobby manager should take the initiative to greet customers, ask customers' needs, and conduct corresponding business guidance to customers.

2. maintain order

The bank lobby manager is responsible for keeping a clean and hygienic environment. It is responsible for neatly placing and maintaining the signs, interest rates, billboards, billboards, machinery, opinions, publicity materials, convenience facilities, etc., and maintains normal business order, reminds customers to observe the "one meter line", timely guides and reduces customer waiting time according to the queuing phenomenon of the counter customers, pays close attention to the dynamic situation of the business places, finds abnormal situations and reports in time, and protects the funds and personal safety of banks and customers.

3. business advisory services

The bank lobby manager should be familiar with all kinds of business processes, fill in the contents of the documents, and answer the customer's business consultation with enthusiasm, sincerity, patience and accuracy.

4. low cabinet service

The manager of a bank hall can handle some non cash businesses that can be processed quickly without a counter, such as the freezing, thawing, reporting and loss of personal customers.

The manager of the bank hall should strictly regulate the operation according to the relevant materials provided by individual customers.

5. differentiated services

The bank lobby manager understands the high and low end customers through the information of customers, provides VIP service for high-end customers, and provides basic quality services for ordinary customers.

6. customer complaint handling

When encountering customer complaints, bank lobby managers should be able to deal with the critical opinions of customers quickly and properly, avoid direct disputes between customers and tellers, resolve conflicts and reduce customer complaints.

Timely response to customers' opinions and effective complaints during the specified time.

7. developing customers

One of the main responsibilities of the bank lobby manager is to establish and maintain customer relationship. Therefore, the bank lobby manager should be able to use the lobby service position to collect market information and customer information extensively, fully tap key customer resources, record key customer service information, and establish a long-term and stable relationship with key customers in a suitable way.

8. active marketing

The bank lobby manager, based on the needs of customers, actively and objectively introduces and sells advanced, convenient and fast financial products to our customers.

Through building and maintaining customer relationship, we can contribute to the improvement of bank performance.

9. service supervision

The manager of the bank lobby manages and monitors the quality service of the network by assisting the person in charge of the network, and promptly corrects the phenomenon of violating the standard service standard.

10. positive work

The manager of a bank hall should be diligent, diligent, diligent, and diligent in the shuttle service between the customers. He should keep a good record of his work (basic performance duties) and customer resources information (for key customers); for reasons of taking leave, he / she should arrange competent personnel to replace and do not have to work.

11. summary report

The manager of the bank lobby should regularly analyze and analyze the market information, customer information, customer needs and customers' opinions on the product marketing, quality service and so on, and put forward suggestions for improvement. In writing, they will report to the chief executive and the head of the network once a month (in case of major problems at any time).

For the rectification opinions put forward by the lobby manager, the relevant person in charge of the network should actively cooperate.

1. Manager of bank hall welcomes customers' etiquette.

Bank work usually involves several fixed periods of time.

In this case, the manager of a bank lobby should be able to see clearly and listen to each other and find out and guide customers to the necessary locations to handle the corresponding procedures in time.

The bank lobby manager should welcome the following points:

Welcome customers' enthusiasm.

When customers enter the bank gate, be polite, enthusiastic, greet and smile.

When customers hesitate and hesitate, ask for enthusiasm and make specific guidance when they are answered.

When we are busy with other work to find customers in time, we must first make an apology to our customers, and then we will stop our work as soon as possible in accordance with the principle of "first out and behind the inside".

Customers should be polite and say good-bye when they leave. Welcome back.

The bank lobby manager should be able to identify and judge the intentions and psychological tendencies of the customers from the initiative to greet the customers, appropriately select the best contact time and make corresponding actions, such as guiding the customers to the corresponding areas for business or waiting, or recommending the products to the customers.

The bank lobby manager should pay special attention to the way and meaning of gesture language when guiding customers, guiding the gesture to be elegant, gestures should not be excessive, the amplitude should not be too large, not to dance, and gestures should be controlled within a certain range.

Guided by standard ceremonial gestures, hands are not completely open, and the tiger's mouth is close together, usually at the waist.

In the process of guidance, the standard etiquette of the lady is the arm adduction, then the tip of the hand tilts and pushes "please go inside". It looks very graceful.

At the same time, the posture should be standard and the body should not be tilted.

The bank lobby manager should maintain business order and provide business consulting, process introduction, operation guidance and marketing publicity services to customers. When discovering customers are waiting for business status or purchase intention, they should timely provide customers with promotional information about bank related products.

When the bank lobby manager distributes bank publicity leaflet, he should pay attention to customer psychology, enthusiastically recommend relevant bank products to customers, and pay attention to polite language.

When customers are not willing to know more about the product, they should take the initiative to stop the product introduction, so as not to cause customers' resentment.

The lobby manager should be familiar with the business variety, marketing skills and basic business processes of the bank. He must have some relevant business knowledge in securities, insurance, foreign exchange and other related jobs, and also have strong computer operation skills.

Through professional business introduction and operation to give customers a reliable image, in order to persuade customers to buy the corresponding products.

When the manager of a bank lobby guides customers to fill out orders and uses self-help terminals, the most important thing is to pay attention to protecting the privacy of customers. When the need to input personal information, the manager of the bank lobby should take the initiative to avoid it. When customers encounter problems that can not be solved, they should be patient to answer, courtesy and appearance to guide customers to complete the related business.

Bank lobby managers must act according to the requirements of service etiquette in the service etiquette training of bank lobby managers, make efforts to standardize their services, standardize and regularized them, provide quality services to customers, at the same time, reflect the value of their services, demonstrate good personal accomplishment, and enhance the customer perceived bank image through their professional image and manner and thoughtful service.

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