Tips For Customer Reception In Network Outlets

VIP customers and ordinary customers are in dispute over the order of their business.

In the service pledge of VIP customers, the bank clearly put forward the "priority" service project, which aims to improve the good service feeling of VIP customers in handling business and fully show the courtesy and respect of VIP guests.

In order to embody the idea of differentiated services, the queuing system of banks will identify VIP cards and give priority queues. At the same time, ordinary customers who enter outlets or even enter the network before VIP customers can only do business afterwards.

If this happens in busy banking hours, it often leads to dissatisfaction among customers in the network lobby.

The object of banking service is all customers. The idea of external service is to serve all customers as well as possible. However, the strategy of customer marketing can not be averagely forced, focusing on differentiation and differentiation.

Eventually, this awkward conflict inevitably took place at the grass-roots network.

In addition, the mentality of "hatred rich" prevalent in the society tends to point out the envy, jealousy and hatred of the public directly to the VIP customer group when such conflicts occur.

Under such circumstances, banks will be in a rather awkward position, and it will be difficult to deal with them. If they are not careful, ordinary customers and VIP customers will have complaints and dissatisfaction.

This kind of thing is not a case. It needs to be seriously faced and solved in appropriate ways.

One is zoning.

。

Under the condition of permitting (referring to hardware and staffing), the VIP customer reception counter should be separated from the public customer reception counter, which is a basic way to solve the above problems.

But even if it can be separated, the VIP counters also have a rest time. Moreover, due to the limited conditions, many outlets can not realize the zoning service for VIP customers.

The two is appeasement in the office.

Lobby more customers, lobby

(including lobby manager, lobby security) must pay attention to observing and pacifying customers, and find that customers waiting for a longer time should ask in advance, remind customers to complete the documents, inquire about what business the customer is handling, whether the procedures are complete or not, and guide the cards in advance.

Diverting to the self-help area.

Conciliatory is not only the process of identifying the business, but also the process of psychological comfort, so that the customer can fully feel the concern and respect of the bank staff, so that the customer's mood is in a better state, and the service of the bank can be recognized and understood.

The three is reasonable expression.

On the basis of the above services, it is necessary for the VIP customers to give priority to their business and be asked to speak rationally and not be too rigid when questioned by other clients.

For example, if the customer asks, "if I come before him, why should he handle it first?" at this point, if we directly explain "he (she) is a VIP customer (big client), we stipulate that we should give priority to it" or "he holds a VIP card, so it can be done first", which is bound to make it difficult for customers to accept, and a quarrel is inevitable.

If you explain it in another way, it may be better. For example, "this gentleman has been here before, there is a procedure to be filled, and there is still something urgent to deal with, so I will do it first."

I'm sorry to say hello to you. Your business is...

"