Research On Optimizing The Hall Service Process Of GGZ Sub-Branch Of Postal Savings Bank Of China

With the progress of science and technology and the development of economy,the financial industry began to develop to fine.As the most important component of the financial industry,banks need to be liberated from the traditional business and provide personalized and diversified hall services with "customer as the center".The popularity of Internet finance has eroded the market share of commercial banks.Convenient and efficient mobile apps have reduced the time spent queuing in banks.The development of third-party payment is expanding day by day,and the financial function is gradually improved,showing a phenomenon of great asset migration.The emergence of this phenomenon,to the traditional commercial banks sounded the alarm,the unique advantages of commercial banks are no longer prominent,this fatal blow,commercial banks have made a response posture.Commercial banks rely on the advantage of physical outlets to retain a number of loyal customers.The physical branches of commercial banks are the only places where they can contact customers.If they want to retain customers,they must be well guarded.The rapid development of economy,the improvement of people’s living standards,convenient and efficient services and personalized needs,and the inefficient service process and single product of commercial banks have been unable to meet the needs of the society.In order to occupy a place in the fierce competition,commercial banks must play to the advantages of their physical outlets,optimize the inefficient service process,provide multifunctional products,and meet the personalized needs of customers.For this reason,GGZ sub-branch has been carrying out business innovation,improving internal management and other work,while focusing on customer demant-oriented process optimization and innovation,so as to make it more in line with market demand.Convenient and efficient service can improve customer satisfaction,help to increase customer loyalty,and improve market share,increase core competitiveness.After on-the-spot investigation of the hall layout of GGZ sub-branch,hall distribution of lobby manager,counter business process,marketing service efficiency and the status quo of extended service business,this paper finds that the business process is cumbersome,the hall has no effective distribution,the marketing effect is not good,and the customer satisfaction is not high.In view of the bank hall service process optimization is an important link to improve customer satisfaction and customer experience.Based on literature reading and previous research results,this paper takes customer satisfaction,process optimization and service blueprint as the theoretical basis and combines customer demand for banks in the new fintech environment.This paper discusses the problems existing in the hall service of commercial banks,analyzes the causes of the problems,and puts forward suggestions on the optimization of the hall service process.Combined with some optimization suggestions,the implementation effect after optimization is elaborated,and the optimization safeguard measures are improved.In order to improve the service quality of commercial banks and promote the effective development of commercial banks to put forward their own opinions.