In order to improve service quality and efficiency and examine service levels from a customer perspective, China Minsheng Bank Tianjin Branch combined the Financial Consumer Protection Education and Publicity Month activities to enrich customer service channels and build a communication bridge with customers.
Pay attention to service details and make service more heart-warming
Aunt Zhang, a client, has been helping her daughter take care of her children. Every time, she has to wait until her children take a nap before rushing to the business to do business. She often doesn’t even bother to eat lunch. After learning about this situation, China Minsheng Bank Tianjin Pingshan Yin Branch specially opened a leisure area in the hall and prepared biscuits, bread and other portable snacks to satisfy their hunger temporarily for customers who came to the branch to do business at noon. At the same time, it can also comfort other children who come to the store, allowing customers to handle business with peace of mind.
Customers’ questions provide us with clear motivation and direction for moving forward.
Customer Ms. Zhang was invited to participate in Minsheng Bank’s “Little Banker” customer experience officer activity. During the process of filling out the parent-child customer group survey questionnaire, she learned that the customer hopes to increase their children’s participation in managing new year’s money and enhance their children’s financial awareness. The service manager of Tianta Sub-branch of Tianjin Branch introduced the activities and supporting rights of our bank’s Wealth Butler to customers based on their needs, and explained various questions raised by customers to eliminate their concerns. The customer felt that it met his needs, and then opened a companion card for his child and transferred funds.
Customers said that Minsheng Bank’s experience officer activities “listen” to customers’ voices, and it is meaningful to improve product and service experience based on customers’ actual demands.
Only when customer funds are safe can banks feel at ease
One morning, an elderly customer entered the Zhongbei branch to handle remittance business. When they learned that the customer was purchasing health care products, the staff immediately became alert. After detailed inquiries, it was found that the customer did not know the payee and purchased the medicine after remittance to a designated account recommended by an online third-party platform. The staff further inquired about the business scope of the payee and found that there was no pharmaceutical-related business. Based on professional sensitivity, the staff initially determined that this was a health care product fraud case involving the elderly. After analyzing many doubtful points, the customer finally realized and terminated the remittance.
Customers are not only service experience officers, but also supervisors of detail management. The implementation of service standards, the implementation of business systems, and the connection and processing of customer needs all reflect the sincerity and intention of Minsheng Bank Tianjin Branch in service work. Minsheng Bank turns customers’ voices into the coordinates of service quality and efficiency, accurately locates the advantages and disadvantages of each branch and every employee’s daily work, establishes benchmarks and models, and digs deep into deficiencies and deficiencies. Through meticulous care of services, Minsheng Bank Fulfill the promise of dedicated service.