| In recent years, the industrial and Commercial Bank of China has always been to provide customers with quality service work as a key work, every year set specific goals, and to achieve the goal to take the appropriate management measures. How to do service work, improve customer satisfaction and loyalty, to create the world’s first retail bank, has been one of the goals of the Limited by Share Ltd. Industrial and Commercial Bank of China every year to carry out the "satisfaction in ICBC" as the main line of service excellence, quality service,enhance the supervise staff for service quality, improve the status of the industrial and Commercial Bank of China in the minds of customers. But in the present service work, ICBC still exists a series of problems and unsatisfactory place, therefore, in-depth study of the causes and solutions to the problem, it has become the industrial and commercial banks in the personal financial services to solve the problem.Personal financial services as an important means to achieve the development of retail banking, commercial banks are highly valued, in the actual work, the commercial banks are in accordance with their own development needs to develop service processes, determine the service standards. ICBC Heilongjiang branch will also work on personal financial services, the most retail professional focus. On the basis of domestic and foreign research on the relevant literature on personal financial services, this paper first describes the relevant theory and development status of personal financial services for the banking industry, and to lay a theoretical and practical basis for the follow-up questions and reasons. In fact, the industrial and Commercial Bank of Heilongjiang Province branch of the development of personal financial services to analyze the main problems, and the Heilongjiang branch of ICBC personal financial services, and to analyze the underlying causes of these problems, and finally, combined with the development of personal banking services in Heilongjiang branch of ICBC, the measures to improve the personal financial services for the industrial and Commercial Bank of China Heilongjiang branch of the healthy and sustainable development of the work. |
