Service Outlets Contact Research Abaout L Branch Of N Bank

Nowadays,the competition among banks is the competition of service quality.As the place of direct contact with the customer,the bank business outlets affect the competitiveness of the bank to a great extent,and the service contact is an important index for the inspection of the service quality of the bank's business outlets.Therefore,it is of great practical significance to do well the service contacts of bank outlets.By analyzing three elements of service contact in L County branch of N bank,that is,service organization,contact personnel and customers,it is found that there are some problems in service organization,such as unreasonable service environment of business outlets,poor performance of service equipment and long processing time in front and back background business,and contact with personnel.The enthusiasm of the staff is not high,the service consciousness is not strong and the sense of ownership of the enterprise is not high;in the customer aspect,there are not high customer participation skills and the poor customer participation.And further analyze the reasons for the problems in each aspect,and then,based on the existing problems,take the service organization process management theory,the contact personnel incentive theory and the customer participation theory as the guidance,and put forward some suggestions,and suggest that the service organization strengthen the management of the service environment,optimize the equipment system and optimize the internal operation.Process;establish a scientific incentive mechanism,improve salary incentives,training incentives and cultural incentives to improve the enthusiasm of service contacts;finally,improve customer participation through education and training of customers and enhance customer participation incentives to improve the quality of service contact.Although this paper is the research on the service contact of N bank L County branch business outlets,the research results can extend to the service contact area of the same kind of bank business outlets,and have some reference for the service contact of other bank business outlets.