Research On Optimization Of Customer Service Process At Bank A Branches

The vigorous development of science and technology,the maturity of security protection technology,the changes of customer demand and financial competition environment have had a serious impact on the traditional commercial bank service mode.Under the development environment of the new era,banks need to actively explore various measures and methods that are helpful to improve service efficiency and level from the standpoint of customers,with a view to enhancing customers’ sense of belonging and trust to businesses and banks by giving them a good experience,and promoting banks to enhance their competitive advantages in the fierce competition,so as to achieve steady and long-term development.Traditional banking services are obviously difficult to adapt to the increasingly rich needs of customers.The wide application of Internet technology not only brings challenges,but also provides possibilities for the diversity of services.How to use new technology to improve the service level of banks has become a problem that banks must consider.As an important place for banks to provide services,outlets are bound to changes.In the process of research,based on theoretical research such as process reengineering,through on-the-spot questionnaire survey and in-depth communication with Bank A’s customers and employees,this thesis describes three service processes,namely,outlets diversion,counter service and door-to-door services,and further comb and analyzes the responsibilities and work contents of each process node in the service blueprint,so as to find out the problems in the process.According to the analysis,this paper puts forward the goal and principle of optimizing the service process of Bank A’s outlets,and uses ESIA optimization tool to design the optimization scheme from the following three aspects:(1)In the process of outlet diversion,it is necessary to strengthen the intelligent service capability of outlets,promote the construction of outlets’ hardware and software,improve the intelligent level of outlets,promote online diversion and improve the quality of outlet diversion;(2)Optimize the counter service,and simplify the repetitive work by means of pre-filling form,simplifying the counter authorization operation and establishing diversified customer portraits;(3)In the door-to-door service process,it is suggested that online and offline collaboration should be strengthened.Finally,it expounds the implementation safeguard measures for the optimization of service process of Bank A outlets.The research results of this paper should be of reference significance to the promotion of outlet services of small and medium-sized banks.