关于省会城市行做好服务工作的实践与思考

Practices and Consideration on Service Quality Improvement of Commercial Bank Branch in Provincial Capital

金融产品高度的同质性决定了金融企业竞争的核心是服务的竞争。中国工商银行将2007年定为全行的优质服务年,强调服务社会公众、增进客户价值既是工商银行长期坚持的服务理念,也是工商银行作为公众公司的社会责任。省会城市行作为全行发展的重点,在新形势下如何把握区位特点,发挥区位优势,切实做好服务工作,提升整体发展能力,是需要深入探索和实践的重要课题。近年来,河北省分行营业部围绕坚定不移打造强行的奋斗目标,以服务为抓手提升核心竞争力水平,取得了较好的工作效果,本文对新形势下如何有效开展服务工作进行了有益的探索和实践。

The high homogeneity of financial products decides that the focus of competition among financial enterprises is service. ICBC designated 2007 as Quality Service Year to stress that providing first-rate service and enhancing customer＇s values are not on- ly ICBC＇s long-run service belief but also the social responsibilities of ICBC as a public company. As the key points in development, branches in provincial capitals must exert in-depth research on how to grasp regional characteristics and make best use of their regional advantages to implement quality service strategy and improve their comprehensive competence. In recent years, centering on the target of firmly building a strong bank branch, the business division of Hebei Branch has made great progress in improving its core competence by carrying out first-rate service strategy. This paper makes a preliminary research on the implementation of high quality service work under new situations.