价值工程
價值工程
개치공정
VALUE ENGINEERING
2014年
32期
178-178,179
,共2页
大堂服务%大堂经理%管理流程
大堂服務%大堂經理%管理流程
대당복무%대당경리%관리류정
lobby services%lobby manager%management process
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。
網點大堂服務管理重在大堂經理，大堂經理是客戶進入網點時最先接觸的人員，代錶著網點給客戶的第一印象，對維護網點形象和大堂秩序、閤理優化櫃麵業務，提高營業效率起到瞭決定性的作用。但我們也髮現網點在客戶引導分流、崗位設置、櫃檯業務設置、客戶識彆等方麵存在一些不足，製約瞭網點的建設與髮展。本文通過深入分析、研究網點大堂服務管理流程，提齣建議及改進措施，使網點在引導分流、業務咨詢、有效客戶識彆、輔助客戶使用自助設備等幾方麵的服務內容更加專業、高效、有序。
망점대당복무관리중재대당경리，대당경리시객호진입망점시최선접촉적인원，대표착망점급객호적제일인상，대유호망점형상화대당질서、합리우화거면업무，제고영업효솔기도료결정성적작용。단아문야발현망점재객호인도분류、강위설치、거태업무설치、객호식별등방면존재일사불족，제약료망점적건설여발전。본문통과심입분석、연구망점대당복무관리류정，제출건의급개진조시，사망점재인도분류、업무자순、유효객호식별、보조객호사용자조설비등궤방면적복무내용경가전업、고효、유서。
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.
