101%的客户满意度 走进中信银行南京分行营业部

101% customer satisfaction into the citic bank nanjing branch sales department

"Hello! What can I do for you need?"

At nine o 'clock yesterday morning, when the reporter walks into citic bank nanjing branch sales department of business, a dressed in a red jacket, the lobby manager to meet up with a smile.

"You look at her clothing is different?" Citic bank nanjing branch sales department deputy general manager of the admiralty, told reporters that the lobby manager named Xu Mingxia, she smile ambassador is the national credit, citic bank network bank marketing of national excellent individuals. Interview topic began from the lobby manager in.

Ntu academician tang suit

"Our citic bank with a special focus on employee dress code, especially the lobby staff dress, in our view, business hall staff costumes can change business hall that dull style, create a bright, happy, good luck, a thriving business atmosphere. In the spring, our business hall staff is wearing red long sleeve, with silk scarves, summer, autumn, we put on red ma3 jia3, in December, will all change outfit."

Said tang suit, Xu Mingxia took the speaking turn, she sent the journalist tells a story about tang suit: nanjing university professor Feng Duan is the "leading" physics, academician of Chinese academy of sciences, is also a old customer of citic bank nanjing branch sales department. In 2011, professor feng to attend member of a fraternity. What to wear? The couple thought of Chinese costume of China citic bank, ran to find Xu Mingxia. Said to here, Xu Mingxia a face of pride, she brought professor von couple wear tang suit to attend the fraternity to pose for photographs, reporter saw pictures and professor feng's autograph.

"Never seen such a good bank service"

Since 1998, China citic bank is exclusive partnership with the United States consulate visa business and passed the visa materials.

2001, citic bank nanjing branch sales department set up overseas financial services center, sales department each year more than 70 public lectures, including overseas school application, small class parents go abroad financial knowledge, school students will experience sharing, the U.S. visa policy changes in the presentation, and so on.

Go abroad financial services center also opened a 24-hour service hotline "xiao li". "Customer calls from abroad, we here already is late into the night, we had a client manager continuous received five customer emergency call during the night. Many customers financial don't know to go abroad, we can provide" one to one "service, and abroad capital planning scheme is put forward. To study abroad for a family in expensive, about $400000 per year on average. Because the pound, Canadian dollar, Australian dollar exchange rate volatility is larger, we can through SMS, phone etc to exchange rate fluctuations provide SMS and phone services." Talking about here, admiralty reporters to tell the story of a anhui old man to deal with business.

Early last year, one in anhui province, passed on from the old man to the business department to deal with us visa materials. Because business not familiar, the sales manager LiuShiChang took pains to help him review materials, answering questions, fill out a form. The old man was moved to say: "I have never seen such a good banking services." Back in anhui, the old man and specifically to the sales department to write a letter of appreciation.

"June and July each year, studying abroad is the peak, the sales department in line to the gate, we all employees continuously work overtime one week, one of the most busy day we received 836 clients, but we did not happen with any mistakes." Golden bell said.

Create a "home" warmth

"Nine o 'clock every morning to open the door, we can all stand 30 employees welcome, teller, the lobby manager, individual VIP wealth management manager, do to have a meet, go have send sound." Golden bell told reporters.

"Sales department customer service waiting for the original setting is four or five rows in one direction. We analysis from the perspective of psychology think, change the waiting area to 'U' shape, can reduce customer wait for the psychological anxiety, coupled with the magazine rack, tea, etc, so as to create a home atmosphere of 'customer-centric'. Some time ago, the customer generally reflect the toilet difficult problem now all solved, also we added two bathrooms in business hall."

Warm service led to good results. Customer satisfaction, the business department of business performance for four consecutive years to achieve substantial growth, the deposits from $10 in 2008 to $40, 2012, the sales of 500000 yuan or more big customers reached 660 units.

Citic bank nanjing branch XiaoHan told reporters in retail department, under the meticulous, rigorous and complaint management system construction, citic bank nanjing branch online only less than 2 years of complaints, the fewest in 35 branches in the country, far below the national average level, timely handling complaints rate and satisfaction rate remained at 100%, all the year round in the fame and fortune.