A Survey Of Language Service In Agricultural Bank Of China ——Take Agricultural Sixth Division X Bank As An Example

Language services are involved in all areas of people’s lives and help people’s lives through language.The language service of banks is mainly dealing with people.Only through effective communication can we identify customer groups,understand customer needs and improve customer satisfaction.This paper describes the current situation of language service of Agricultural Bank of China（ABC）through field observation and interview（12 staff and 15 customers）,and introduces the language services in nine stages: open their doors,business consulting,guide the shunt,business reception,equipment tutoring,jobs together,marketing,complaint handling and polite seeing off customers.Its language service has its own focus,and its expression content has its own characteristics.Each link has a clear language use standard and expression standard.ABC’s language services can be divided into three categories: courtesy language,professional language and marketing language.The environment construction of all branches of ABC has a fixed style and the same standard.Static language service is of great assistance to dynamic language service.For the written information displayed in the hall of ABC,we should pay timely attention to and update the content with clear handwriting and clear instructions.ABChina has a complete supervision system for the implementation of language service standards.All staff use Mandarin in daily life,and the language services provided by employees of different positions have their own characteristics.The language service of ABChina has certain advantages,such as clear system and standard,timely management and effective supervision,transparent and open customer consultation and complaints,using Mandarin as the standard and dialect as the supplement.At the same time,there are also some deficiencies,such as unclear voice transmission inside and outside the counter,excessive marketing is easy to cause aversion,and there are service differences between individual staff,which require the enterprise to perfect the language service day by day through long-term guidance.ABC can improve the quality of language service by improving the specific content of language service,optimizing the hardware facilities of language service,strengthening the construction of language service environment,improving the staff’s awareness of language service,and establishing a clear system of reward and punishment for language service.Make language expression closer to life,improve language habits and language standards,strengthen the continuity and innovation of language service environment,and let the staff establish innovative language service consciousness.In the long run,it can increase customer viscosity,improve the competitiveness of the industry and promote the long-term development of ABC in the future.