| With the further integration of financial markets both at home and abroad,and the rapid development of network communication technology, the homogeneity ofthe products faster and faster between banks, the competition among commercialbanks is becoming more and more intense, Relying on the traditional advantage of theproducts is hard to win in the competition. On the other hand, with the improvement ofliving standards and increase the awareness of rights, the customer put forward higherrequirements on commercial bank’s service quality and efficiency, and the main way tothe feelings of commercial bank service quality and service efficiency is the businessoutlets. At present, the domestic commercial banks service quality is not high, theproblem of long queues of customers is quite conspicuous. Commercial banks as aresult of poor service attitude, service slow caused by customer complaints often foundin the newspapers. Although the banks have to take certain measures, to be improved,but the effect is not ideal. How to solve this problem, thereby further enhancingcustomer service quality commercial banking business outlets and improve serviceefficiency, has become a major problem in domestic commercial banks, and evenbecome a social problem. In this regard, taking HBJS bank as an example, on the basisof literature, investigation and study in-depth business outlets, argues that the currentcommercial bank branches Customer Service Problems mainly in the overall servicequality is not high, the external personnel mismanagement, lack of active service andcustomer waiting for a long time and so on. In this paper, the formation of these issuesare analyzed comprehensively and systematically. Finally, In this paper, it should befrom the channel construction, team construction, process optimization, strengthen theinspection etc. to resolve the Lack of active service, customer queuing problems ofcommercial bank branches, in order to improve the quality and efficiency of service. |
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