国有大型银行大堂服务管理研究

Research on the Lobby Service Management of Large State-owned Banks

网点大堂服务管理重在大堂经理,大堂经理是客户进入网点时最先接触的人员,代表着网点给客户的第一印象,对维护网点形象和大堂秩序、合理优化柜面业务,提高营业效率起到了决定性的作用。但我们也发现网点在客户引导分流、岗位设置、柜台业务设置、客户识别等方面存在一些不足,制约了网点的建设与发展。本文通过深入分析、研究网点大堂服务管理流程,提出建议及改进措施,使网点在引导分流、业务咨询、有效客户识别、辅助客户使用自助设备等几方面的服务内容更加专业、高效、有序。

The bank outlet lobby services management depends on managers. The lobby managers are the first people to meet when the customers enter the outlet. They affect the customers＇ first impression on the bank outlet, and play a decisive role to maintain the image of the outlet and the order of the lobby, optimize the business of the counter and improve the efficiency of the business. But there are also some shortages of the outlet, such as the guidance and shunt of the customers, post setting, settings of the counter business, customer identification and so on. It limits the construction and development of the outlet. This paper puts forward the suggestions and improving measures by deeply analyzing and researching the management processes of the network lobby service to make the service more professional, efficient and orderly in the fields of guidance and shunt, business consulting, effective customer recognition, and assist of using self-service equipment.