Improvement Straegy For Longjiang Bank Counter Service Management

With the rapid social economy's development,the financial services industry plays an increasingly important role in the national economy.The problem of service commercial banks has always been the concern of society,banks and customers.In recent years,Chinese co mmercial banks continue to deepen reform,strict service standards,strengthen service management,improve service facilities,innovative service channels,bear social responsibility,enhancing the image of the banking services.Financial services experien ced the changes from "no" to “have” and from “have” to “good”.Longjiang Bank set up relatively late and it belongs to City Commercial Banks,the financial strength,the number of customers,product categories can 't be compared with state-owned commercial banks and joint-stock commercial banks.Therefore,if Longjiang Bank wants to be in an invincible position in the fierce market competition,we must continue to enhance the counter service management level,and enhance consumer trust and rely on Longjiang Bank,establish a good reputation,enhance the overall social image.This paper will study the present situation of counter service management of Longjiang bank through literature research,case study,descriptive research and horizontal comparison.According to the status of Longjiang Bank and the current service management model,we find out the existing problems,that is,there are some problems in the counter service management of Longjiang Bank,the service efficiency is low,the service innovation is insufficient,the customer service experience is poor and other problems.Through the analysis,it is found that the main reason for these problems lies in the lag of the service management concept,the lack of service guarantee measures,the lack of compe titiveness of the financial products system and the relatively narrow service channels.In this paper,the author,through years of service practice and management experience in banking,combined with domestic and foreign advanced service management literature research,based on the actual work of Longjiang Bank,put forward to enhance the awareness of all personnel,improve service management evaluation system,improve service product innovation,to enhance customer experience of the four major service man agement to enhance the strategy.At the same time,in order to make these strategies implemented effectively,the author proposed counter service management should be brought into corporate governance construction,outlet planning construction,staff team construction and corporate culture construction.