The bell rang at ten o'clock, announcing that a wonderful new day on Wangfujing Street is about to begin. Bustling tourists and passers-by are dotted with this ancient and modern commercial street. Walking into China Industrial and Commercial Bank Beijing Xindongan Sub-branch, there are more and more people handling business in the lobby. I was a little at a loss when I watched the people at Outlets go their separate ways. At this time, a staff member in a dark blue uniform raised his right hand at me, came up to me and smiled kindly: "Hello! What business do you want to handle? "

Her smile melted my overwhelmed heart. Seeing the word "vice president" on her work card, I thought, even the vice president personally serves customers. What branch is this?

Behind the honor is invisible pressure.

"The predecessor of Xin Dong 'an Sub-branch is Wangfujing Savings Office, which was established in 1949. It is older than everyone here. " Yamy, the president of the branch, said with a smile that her hearty laughter also infected us.

This club has a glorious history and won numerous honors. It has been successively rated as a national civilized unit, a national demonstration post of women's civilization, a "model unit of excellent service" of China Banking Association, a "double excellent service" outlet of China Industrial and Commercial Bank, an "advanced collective of labor competition" of Beijing Branch and a "top 100" outlet of personal gold business of Beijing Branch. "Before I came to this outlet last August, I had won many honors from outlets. To be honest, I am also a' pressure mountain'! " Yamy said wryly.

Yamy, a businessman, fought many beautiful battles. "Doing business is stressful, but it can't be compared with the current pressure. After all,' it is difficult to start a business, and it is even harder to stay in business'. All we have to do is hold high this flag. " Yamy said with emotion.

As the branch of Xin Dong 'an Sub-branch is located on Wangfujing Street, the tourist season has a particularly obvious impact on it. "With the increase of floating population, the number of outlets dialed every day should reach about 1000. This not only puts a lot of pressure on the counter, but also puts pressure on the service. " Yamy told reporters. Every day, many tourists sit in front of the outlets. They come to handle all kinds of business, and some even cancel their business in Beijing. Some tourists don't understand, and his mood will be particularly excited. Speaking native dialect and amplifying the sound decibels can make the whole lobby "boil". "At this time, you need the lobby manager on duty to go out, listen to his confusion and channel his dissatisfaction."

However, there are many difficulties and more ways. "After I came, the leaders decided to implement the double shift system during the peak tourist season and when granting pensions. My three deputies and business leaders and I take turns on duty every day. You can call my office directly for consulting services. When the customer sees that the person who solves his problem is a person of status, he will feel that he has found the right person. Not only that, but also ease the service pressure. " At the same time, they also specially opened a green channel for customers who have train tickets and plane tickets, customers who catch trains and planes, and special customers such as the disabled. At the outlets, they are equipped with drinking fountains, convenience boxes, financial gardens and risk warning gardens. Through meticulous service, customers feel as concerned and considerate as family members.

Innovative solutions

There are more customers in the VIP area on the first floor than in the ordinary area, which is also a major feature of Xindongan Sub-branch. Especially after the relocation of the nearby East Chang 'an Street Sub-branch, all its customers "moved" to the New Dong 'an Sub-branch. Yamy humorously summed up the characteristics of these customer groups: "highly educated, highly intelligent and demanding". Most of them are open at noon, and the business is relatively more complicated.

In order to alleviate the pressure of business peak, they innovatively use various methods to reduce the waiting time of customers and make the customers who handle business more time-saving and comfortable.

According to the early warning model of customer queuing, the average waiting time and queuing degree are displayed in four grades: red, yellow, blue and green, and the queuing situation of outlets is monitored and systematically analyzed in real time. Measures such as manpower emergency support, opening flexible window, strengthening customer diversion and manual incoming call have effectively shortened the waiting time of customers. At the same time, outlets guide customers to use e-banking and self-service machines in the e-banking experience area to cultivate customers' habit of using e-banking; They also established a high-end customer reservation system, and the account manager guided high-end customers to avoid business peak hours.

"In order to better serve customers, we attach great importance to internal communication. Most of our employees are college students. They will have many new ideas and good suggestions and can communicate with me at any time. " President Guo said. They use the morning meeting time every day to organize front desk tellers to share service experience, exchange needed goods and make up for the shortcomings. When they encounter problems, they discuss with each other and brainstorm the best way to solve them. Yamy told reporters, "We are constantly summing up and improving our services. Now at our outlets, many customers have become good friends with our employees. "

Service Creates Value

Xin Dong 'an Sub-branch used to be a sub-branch focusing on personal finance, but with the increasingly serious hollowing out of the city, many depositors moved out of Wangfujing. In the face of depositors who gradually "disappear", how will the future outlets develop?

"To be honest, the purpose of my coming to this outlet is to improve the comprehensive service level of the outlet." Yamy, simply put. "Only in this way can resources be shared and complemented, the personal gold business of outlets can develop sustainably, and the company's business can make great strides." For example, a wealth management customer has established a good and harmonious cooperative relationship through our long-term professional and high-quality financial services. At the same time, it may correspond to an institution or an enterprise. We take personal financial services as the starting point and extend the service content, which not only effectively broadens the business scope, but also brings us tangible benefits.

At present, under the leadership of Yamy, president of Sun Dongan Sub-branch, and with the joint efforts of more than 30 employees of the whole bank, it is moving towards a higher level. At this time, Yamy has already started to prepare the network development plan for next year. She told reporters that next year, the service level of outlets will be further improved, and the overall structure of outlets will be adjusted more reasonably, so that employees can give full play to their own characteristics and make Xindongan Sub-branch bigger and stronger.