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    现代商业银行服务新解

    现代商业银行服务新解

    讲师名称:朱寒波

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    = 课件说明 =

    课程简介 :
    随着市场经济的快速发展以及我国进入市场对外资银行的全面开放,我国商业银行面临着巨大的挑战,服务创新成为我国银行业存在和可持续发展的根本。本课程分析了我国商业银行服务的新理念、新方式,并对客户关注的软实力的现状和问题进行剖解,呈现银行发展的九趋势,帮助银行企业打造优质服务,提升核心竞争力,在激烈的市场竞争中立于不败之地。
    课程大纲:

      一、银行服务四层次

      1、服务标准化

      2、服务特色化

      3、氛围体验化

      4、品牌口碑化

      二、客户关注软实力

      1、花旗银行调研结论

      (1)办事效率

      (2)个性化产品和服务

      (3)员工亲和力

      (4)收益

      (5)其他

      2、客户关注银行的软实力

      (1)环境卫生—舒适

      (2)服务设施—便捷

      (3)团队联动—效率

      (4)服务规范—信赖

      (5)知识营销—财商

      (6)关注客户—尊重

      3、外资银行服务定义

      (1)S—微笑

      (2)E—精通本职工作

      (3)R—接触每位客户

      (4)V—重视每位客户

      (5)I—促成客户再次光临

      (6)C—营造温馨环境

      (7)E—深切关怀的目光接触

      三、银行发展九趋势

      1、快

      2、新

      3、变

      4、智

      5、移

      6、沉

      7、助

      8、高

      9、亲

      四、优质服务入手点

      1、银行服务品质四类型

      (1)优质服务型

      (2)工厂型

      (3)冰冷型

      (4)友好动物型

      2、优质服务四个入手点

      (1)领导

      (2)管理

      (3)标准

      (4)协同


    讲师简介:

      朱寒波

      金融业职业培训师,湖北省培训师联合会合作导师,2013年“中国好讲师”大赛华中区五十强讲师。曾成功为多家银行完成银行精细化管理、网点转型之6S管理导入、银行顾问式营销、网点服务竞争力导入、全国 “千佳”、“百佳”示范网点创建、时间管理等培训咨询专题服务,为玖玖金融等优秀互联网金融企业完成金牌营销修炼、门店管理、标杆门店创建等培训服务。



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