银行大堂引导员岗位分析

大堂引导员是银行服务岗位的一种,是客户到达银行后首先接触的银行工作人员。主要职责是负责辅助大堂经理做好大堂业务推介、客户分流引导、优质客户推荐等工作。伴随着零售网点的转型,对大堂引导员的职能定位与管理也赋予了新的要求。引入大堂引导员是国内银行提升服务的众多举措之一,背后反映的是银行服务理念的更新和整体服务水平的提高。随着金融业的发展和金融环境的变化,国内银行早已意识到银行一切行动都需要基于服务,这是增强竞争实力的根本保证,     

餐饮行业大堂经理领导力探究--以海底捞为例

海底捞的生意如它的logo一样“红红火火”，而海底捞的企业目标是保证顾客们满意率，在生意红火下又保证顾客满意对于门店来说是个极大的挑战。而在整个门店中大堂经理有着排班、调配人员等责任，因此大堂经理对门店有机运行负有不可推卸的责任，那么大堂经理应该怎样提升自己的领导力才能让门店更好的运行呢？     

邮政金融客户营销专家系统在代理金融网点转型中的应用

邮政代理金融网点转型（以下简称网点转型）即将经营理念由以产品为中心转为以客户为中心,其核心是观念的转型,以客户需求为推销重点,持续地对客户关系维护,提高客户对邮政的满意度,延长客户在邮政金融网点的生命周期。为帮助邮政发展金融业务及网点转型的需要,设计并建设了邮政金融客户营销专家系统（以下简称系统）。该系统帮助理财经理为客户提供人性化的服务、挖掘客户需求、有效地进行产品销售,同时帮助理财经理在客户进入网点办理业务前、在网点办理业务时、离开网点后三个阶段分别做到事前、事中、事后营销和关怀,增加营销机会,加强客户对邮政网点的忠诚度和满意度,促进了业务规模的扩大和收入的增加。     

邮政金融客户营销专家系统在代理金融网点转型中的应用

邮政代理金融网点转型(以下简称网点转型)即将经营理念由以产品为中心转为以客户为中心,其核心是观念的转型,以客户需求为推销重点,持续地对客户关系维护,提高客户对邮政的满意度,延长客户在邮政金融网点的生命周期。为帮助邮政发展金融业务及网点转型的需要,设计并建设了邮政金融客户营销专家系统(以下简称系统)。该系统帮助理财经理为客户提供人性化的服务、挖掘客户需求、有效地进行产品销售,同时帮助理财经理在客户进入网点办理业务前、在网点办理业务时、离开网点后三个阶段分别做到事前、事中、事后营销和关怀,增加营销机会,加强客户对邮政网点的忠诚度和满意度,促进了业务规模的扩大和收入的增加。     

中国银行济南分行大堂经理的职业认同感影响因素分析

本文主要研究中国银行济南分行的大堂经理的职业认同感。运用问卷调查的方式,以济南市67家中国银行的营业厅的大堂经理为研究对象,对他们的职业认同感影响因素进行分析,对大堂经理的职业认同感做出结论。     

中国银行济南分行大堂经理的职业认同感影响因素分析

本文主要研究中国银行济南分行的大堂经理的职业认同感。运用问卷调查的方式,以济南市67家中国银行的营业厅的大堂经理为研究对象,对他们的职业认同感影响因素进行分析,对大堂经理的职业认同感做出结论。     

中行广东省分行:打造智能化网点 提升客户服务体验

正拿起手机,就可以查到银行网点的排队情况,并可以远程预约取号,银行短信提醒办理业务时间;不用在柜台苦等,就可以快速自助办理银行卡;原来在柜台纸质填写的客户业务申请,现在可以通过"自助填单"轻松完成;客户进入银行办理业务有种耳目一新、宾至如归的感觉,这有趣的一幕最近发生在中行广州鹭江支行网点,原来是银行进行了"变脸""智能化"升级改造,让客户有些不认识了。网点越来越多的智能化设备、亲民化服务让市民直呼很"智能"、很受用。据了解,在这样一个"智能"     

文明服务闪“星光”--河北省联社承德办事处以星级创建提升全辖农信社文明服务水平

每天早上,当您走近宽敞明亮的承德市宽城农村商业银行营业大厅的时候,您一定会为这样的场景所吸引。一尘不染的营业环境、热情得体的临柜人员、如沐春风的大堂经理、现代齐全的自助设施、温馨方便的休息区域、尊贵无比的大客户室。在这里,每一个客户都能享受到温馨、周到、专业的服务。自文明服务星级网点创建活动开展以来,承德办事处按照省联社的工作部署,高度重视、扎实推动、努力践行,以“星级创建”活动为抓手,着力打造“精品网点”,努力提升文明服务水平,实现了行业形象大转变、员工素质大提高、软硬环境大跨越。在省联社组织的星级网点评定验收中,承德办事处申报的7家五星级网点以及省联社抽检的6家四星级网点全部通过验收,星级网点创建工作走在了全省的前列。     

幸福源于好生活——正弘物业“好生活”模式解读

<正>在推行"大堂副理守候服务"基础上,正弘物业根据不同项目客群特点,不断升级服务,陆续推出"行李生跟踪服务"、"私人管家贴心服务"及其他服务,以满足客户需用。中央电视台《讲述》栏目,曾经报道过一位郑州小伙赡养瑞士老人汉斯十三年的事迹,被传为一段佳话。这位瑞士老人就住在笔者所在的河南正弘物业管理有限公司(以下简称正弘物业)管理的正弘旗小区,他把生活中感受的温馨服务都用相机拍摄下     

玩转工资卡让卡里的钱给你开工资

很多人对工资卡上的钱用得很随意，需要时就去银行取，剩下的资金任其在账户上“睡大觉”。许多银行的大堂经理在帮客户登折或查询账户明细时，发现许多账户经常有大量资金在活期上，或者一次登折会出现多个月工资，长时间没有取款行为发生，对资金的利用造成了极大浪费。其实，各个银行都推出了不少存款协议或存款组合，利用好存款，能让你工资卡...     

商业银行基层网点理财业务发展现状及建议

商业银行基层网点的理财业务是为广大客户服务的最重要窗口,联系着多层次的服务群体,如何发展好理财业务,为广大客户提供高收益、低风险的理财产品是商业银行面临的重要课题,本文通过对商业银行基层网点的业务深度调查,提出了具有可操作性的积极建议,具有实际参考价值。     

Devising appropriate service strategies for customers of different value: an integrated assessment model for the banking industry

Customer relationship management seeks to nurture relationships with customers by providing appropriate services for particular customers. Previous studies in this area have tended to examine either: (i) the improvement of service quality or (ii) the identification of customers who will bring the most value (and thus greatest profit). Few studies have attempted to integrate the two aspects of the problem. The present study addresses this deficiency by proposing a comprehensive assessment model that integrates a novel categorization of customers (using a customer pyramid) with a detailed analysis of particular service-quality attributes (using a performance control matrix) to provide more accurate guidance for practitioners in designing specific service-improvement strategies for particular quality attributes and particular customer categories. This integrated assessment model promises to be of particular benefit to service providers whose business resources are limited because it facilitates the design of appropriate service-improvement strategies that are tailored to specific customer groups and the service-quality attributes that are of importance to them.     

浅论服务业营销的顾客关系管理

随着服务业在国民经济中的比重加大,服务业营销也理当引起企业管理者的重视。服务业营销不同于产品营销,其顾客在营销中的地位也与一般商品营销不同。通过对顾客关系进行有效管理,乃至把顾客作为服务企业的核心资产进行管理,提高顾客的满意度和忠诚度,使顾客资产价值实现保值、增值,成为服务企业的竞争优势。     

高职客户关系管理专业人才培养模式探讨

本文通过分析企业客户服务岗位现状及企业对客户服务类人才需求,提出了以企业实际岗位为出发点、以工作过程为导向、以岗位职业能力为主线的客户专业人才培养方案,并结合全国首家开设客户关系管理专业的成都东软学院客户关系管理专业人才培养的实践,探索培养客户关系管理人才职业能力的有效途径。     

从经营角度论零售网点人力资源配置

个人中、高端客户已经成为银行新一波圈地运动的目标。北京分行个人有资产客户总量达865万,其中中、高端客户仅为17.5万,却拥有全部个人金融资产的近50%,财富向高端聚集的趋势非常明显。这就很明确的告诉银行打造中高端领域服务势在必行。也促使北京分行必须进行经营模式的优化调整、做到顺势而为,抢占高端客户市场,重新构造客户格局,除了采取各种有竞争力的营销手段、高质的产品、优质的服务外,更需要睿智和长远的理念与目光。     

The impact of supply chain agility on business performance in a high level customization environment

To improve business performance in rapidly changing environments, supply chain agility can be a crucial requisite to address responsiveness issues, especially in environments with high levels of customization. This paper examines the effect of supply chain agility on customer service, differentiation, and business performance. A survey research methodology was employed using a sample of 156 manufacturing firms that provide high levels of customization. In particular, structural equation modeling (SEM) was employed to evaluate the proposed model. The results suggest that supply chain agility influences customer service and differentiation positively. However, it does not affect business performance directly; instead, better business performance can be achieved and mediated through improved customer service and differentiation. In particular, differentiation through customer service is the most effective way to improve business performance, and supply chain agility can help to achieve high-level customer service. The paper advises managers on details of how to fulfil their business performance ambitions better through suggested key agile supply chain management activities.     

珠海横琴热电公司电话客户服务系统设计探讨

伴随着计算机网络技术的发展成熟与计算机信息集成系统的广泛应用,企业之间的竞争也越来越激烈,已从原来的产品竞争发展到对企业的管理决策、服务、抢夺客户的竞争。如何在竞争激烈的环境中生存,留住老客户和发展更多新客户,成为企业一项重要的发展任务。因此,设计一个集语音自动处理、客户信息管理、产品信息管理、员工信息与业务管理于一体的企业电话客户服务管理信息系统,充分利用已有的电信资源与计算机技术并使之相融合,为客户与公司交流搭建一个高效的平台非常重要。     

Expressions of anger in Israeli workplaces: The special place of customer interactions

We examine norms regarding displays of anger in interactions with different target persons in Israeli organizations. Israeli university students who had been employed in the last year were asked about displaying anger to managers, subordinates, coworkers, customers and customer service representatives. For comparison, data about displays of another negative emotion—fear—were also collected. Our predictions—that anger expression is influenced by the power of the target person—were supported. There was stronger agreement that anger should be suppressed with managers than with coworkers and subordinates. Agreement that anger should be suppressed was also stronger regarding displays toward customers than toward coworkers, subordinates and managers. Norms of suppressing anger were particularly strong for displays toward customers, and far stronger than the parallel of customers' displays toward customer service representatives. These finding are suggested to imply the penetration of global customer service norms to the Israeli economy.     

服务补救理论在物流企业中的应用研究

服务补救理论从客户满意的角度让客户的损失降到最低,尽力挽回客户的忠诚度,提高顾客对服务补救措施的满意程度,使物流企业找到最有效的服务补救的措施和行为,为物流企业构建一套基本的服务补救管理方法。     

Some insights into customer orientation: an investigation of salespeople in Taiwan

Despite the claim that prosocial service behavior ratings influence sales performance (SP), an empirical discrepancy exists in relating prosocial service behavior ratings to actual SP. Furthermore, studies have seldom considered prescribed role and prosocial service behaviors together as important factors in influencing customer attitudes and SP. This article fills this void by examining the relative contribution of prescribed role and prosocial service behavior. Effective triadic data from 37 sales managers, 418 business customers, and 122 SP archives are used for exploring the relationships between customer-oriented behaviors and customer outcomes [customer satisfaction (CS) and loyalty intent] and percentage of sales quota attained. The principal results generally indicate that business customers place greater values on prosocial service behavior in predicting SP and CS, and that CS partially mediates the relationship between prescribed role service behavior and outcome variables.