銀行實(shí)習(xí)總結(jié)英文.doc

銀行實(shí)習(xí)總結(jié)英文篇一：英文版銀行實(shí)習(xí)報(bào)告11 introduction of China Everbright Bank1.1 BackgroundChina Everbright bank was built in August 1992, is the national state-controlled joint-stock commercial banks, is governed by China Everbright (Group) Corporation, the China Everbright Ltd, the Asian Development Bank and other nearly 130 foreign shareholders units becoming shareholders, as the first international financial organization shares of the bank. China Everbright Bank has a solid financial strength, distinctive features of the ownership structure, perfect management system, reasonable layout of the network of institutions, advanced electronic business support system and standardized management system. It has been rated as one of the best profit of bank in China, the worlds 1000 largest bank ranked 210th place.Since its inception, with Chinas financial industry development process, China Everbright Bank, the pioneering and innovative, forge ahead, for the community to provide quality financial services at the same time, achieved good operating results, in the comprehensive management, business, international business, financial services, cultivate a strong comparative advantage, basic formation of the main business lines of balanced development, retail business contribution spends ceaseless promotion, risk management and gradually improve, innovation capability is enhanced operating pattern.At the end of 2010, China Everbright Bank had Loan of about 5.83 billon ,2.3 less than the year; non-performing loan rate of 0.75%, dropped 0.5 percentage points than last year; credit provision coverage rate is 313.38%, increase by 119.39 percentage points than last year. Asset quality improved significantly, the ability to withstand risks significantly improved.In 2010, China Everbright Bank completed IPO core capital effectively supplement. At the end of 2010, the capital adequacy rate for 11.02%, increase by 0.63 percentage points than last year; the core capital adequacy ratio is 8.15%, 1.31 percentage points higher than last year.By virtue of excellent innovation capability and excellent performance, ChinaEverbright Bank won the “top ten Chinese banks”, “Bank of the years most innovative” and other honorary awards; sun sign business financial management was rated as “the peoples most recognized financial brand”, “the most popular finance product”.China Everbright Group (China Everbright Group, Everbright Group) is the Central Government Management of state-owned enterprises in China, established in Hong Kong in May 1983, country of the State Council approved the China Everbright Group hair 198389 date the constitution makes clear: China Everbright Group is directly under the State Council and the Ministry of company. The(轉(zhuǎn)自：wWw.bdF 千 葉帆 文摘:銀行實(shí)習(xí)總結(jié)英文) group is currently operating the banking, securities, insurance, investment management and financial business of large state-owned enterprise groups.1.2 Organization Structure of the BankChina Everbright Group consists of China Everbright (Group) Corporation and China Everbright Group Limited (Hong Kong) management inside and outside the business. The highest decision-making body for the group board of directors, by the state authorized investment group, operating state management of state-owned assets. Party committee of group plays the political core role in the group. Group supervisors appointed by the state council.At present, group in China wholly owned 6 enterprises, holding 2 company, share 7 enterprises, joint venture 1, including the China Everbright Bank, China Everbright Securities Limited by Share Ltd, Sun Life Everbright life-insurance company and China Everbright Investment management companies and other financial institutions and enterprises. Everbright Holdings in Hong Kong, China Everbright International 2 listing Corporation, 37 fully owned company, joint venture and Associate Companies. China Everbright Holding Company Limited was established in Hong Kong in 1983. It acquired several listed companies and restructured to form China Everbright Limited and China Everbright International Limited .China Everbright Limited was listed on the Hong Kong Stock Exchange in 1997.The Company, through its subsidiaries and associates, is principally engaged in investment activities and the provision of financial services. Prior to 2002, Everbrighthad no asset management department. Mr. Guo You, the CEO at the time set a goal to make Everbright one of Chinas premier investment firms. Now, Everbright conducts its business activities in three areas: short-term investments, financial services and long-term investments plus other operations. The Company provides portfolio management services for institutional and individual clients, such as China Everbright Dragon Fund. The first sere that was launched in 2004 in a joint venture with Seagate Global Advisors, LLC provides financial advisory services, such as share placements, mergers and acquisitions (M&A), privatization and project financing. 2 Practice in the China Everbright Bank2.1 Work as a ManagerAs a management department of China World Trade Center professional college students, I always look forward to having the opportunity to banking, securities, insurance and other financial areas of the company to practice. This long-awaited dream came in the summer of this year to achieve: in China Everbright Bank summer intern. Although the practice is only a short period of one month, but in the knowledge of finance, banking, corporate management, give me a profound practice course. In particular, each department manager on my guidance with caring, let me feel the beauty and warmth of the big family, I was full of gratitude and admiration on the Bank of china!The internship work as a manager on duty, the work involved the basic content. Teach customer to account, fill in the documents, the foreign exchange program, to the public, the private business guide. And to give customers the deposit loan advice, introduces customer financing channels, to provide customers with financial information. Also teach clients how to use ATM, automatic payment machine, online banking using method and so onEspecially fill in the forms, the Everbright Bank as a small commercial bank, unlike in agriculture, engineering, construction, pay, as well as rural credit cooperatives. It and other small banks such as Bank of Ningbo, Bank of the peoples livelihood of some aspects of the preferential policies, namely: because of their use is the bankclearing system, the China Everbright Bank access in Ningbo bank card money without the need to pay the fee, the cost for customers to pay by a bank. In addition, the transfer to go to the 5 major state-owned banks, are required to fill the USW single for inter-city transfer, need to fill in strange land transfer; with the China Everbright Bank money transfers between there is no need to fill in a form. As for the other, such as debit cards for business, loss and unlock password, are required to fill in the form below. And guide customers to fill out a form and help customers to take, I became a part of the workThe Everbright Bank culture is the concept of service with a smile. For every customer to come and request to enthusiastic welcome and treats, especially in some older customers are the financial details of slowly not to mind taking the trouble to the enterprise, to win a better reputation, another is the bank related business funds for every customer effort, we must to our sustenance and trust is responsible earnestly. The bank requires not only our customers for every one of all with a smile, every one of their colleagues is to care for, care about. Commendable is the colleague to every customer requirements things will be on the heart and seriously, and the work of all has a good habit of frugality, dont waste. Every morning when the morning is a summary of the days work and check each others appearance, and then to a new state of mind and began to look for a days work. I think no matter what a business, if have good corporate culture, employees have a positive mood, then the enterprise development will be on the upgrade, also is the place where more people yearn for.2.2 Some Basic Business of the Bank that I TouchedSavings businessThe savings department implements at present is the cabinet responsibility system, each teller can handle all of the savings business, that is to open an account, access to cash, savings card, Certificate did not want to corporate banking services departments did in accounting between the transmission, but each teller alone accounts processing, bookkeeping, and produced documents must be handed over to the relevant person in charge of the audit within the line first, and then passed to the superior line of “post audit”.The bank accounting settlement businessBank accounting with the bank appear and born at the same time. The bank every business operation process, is also the bank accounting operations, accounting process, must realize through accountant. That is to say, the bank accounting process is specific for the banking business and the realization of the basic functions of the process of bank.Bank accounting is not only the important basic work for banks, and can objectivelyreflect the operation of banks, accounting and supervision, and bank accounting of these three functions can also be counter-productive in the banks operations, they are complementary to each other. In the Bank of practice a month, has to learn how to open a basic deposit account, temporary deposit account, a general deposit account, and the different accounts require different data; how to handle the settlement account household, how to handle the increase.In the settlement, I learned various instruments of liquidation and transfer procedures, including bank draft, commercial bank draft, promissory and notes, although these notes, the transferring procedure and liquidation, In the “international settlement” and “financial accounting” and other courses are learned and mastered very skilled in the University, but real operation and ISBN theoretical knowledge is still very different. In the actual operation, the bank accounting is not only known to the draft, promissory notes and items, but also to accept the bill audit matters did not leak: Bill is prompt payment terms; the bill payee or recorded whether indeed the holder units or individuals; the amount of writing consistency, bank draft and promissory notes of the lowercase amount is pressed for several machine impression; the drawer, acceptor, signature with bank signature match; and so on. Specifically assigned to do practical work, help bank accounting is primarily on the notes, chapter corporate and financial chapter; learn how to knock chapter, each accounting staff, there are a lot of stars at different chapter, a receipt chapter void, bank to wait, want to be in the right place knock on the appropriate chapter; learn how to use the pressure number machine and check the printer; and so on, all these knowledge could not be learned in the school class篇二：中國銀行實(shí)習(xí)報(bào)告 原創(chuàng) 英語專業(yè) 財(cái)經(jīng)專業(yè)英語綜合技能培養(yǎng) 專 題 匯 報(bào)班級(jí)： 英語0902學(xué)號(hào)： 3091701038 姓名：駱文月得分： 時(shí)間：2011-2012學(xué)年第一學(xué)期題目： 2011中國銀行鎮(zhèn)江分行營業(yè)部實(shí)習(xí)報(bào)告一、基本情況概述作為英語專業(yè)的大三學(xué)生，在認(rèn)知實(shí)習(xí)開始之前，我認(rèn)為自己會(huì)去的實(shí)習(xí)單位多少也應(yīng)該和我們的專業(yè)方向外貿(mào)方向，多多少少有些關(guān)聯(lián)。但當(dāng)分配到中國銀行鎮(zhèn)江分行實(shí)習(xí)的時(shí)候，覺得可能還可以接觸一些有關(guān)國際貿(mào)易的事項(xiàng)。但是，最后是在一樓對私營業(yè)部實(shí)習(xí)，協(xié)助大堂經(jīng)理幫助客戶辦理各項(xiàng)業(yè)務(wù)，所涉及的工作內(nèi)容基本有：幫助客戶領(lǐng)號(hào)，叫號(hào)，辦理存取款，教客戶開戶填單，辦理存折，辦理銀行卡，如何開通使用網(wǎng)上銀行，電話銀行，手機(jī)銀行等；幫助客戶填寫單據(jù)，主要有：匯款單據(jù)，進(jìn)賬單，結(jié)算業(yè)務(wù)，開立銀行本票等，兌換外幣，對公國際匯款，殘缺貨幣兌換。對私業(yè)務(wù)和對公業(yè)務(wù)的分流引導(dǎo)，以及給予客戶存款貸款建議，介紹客戶理財(cái)渠道提供給顧客一些財(cái)經(jīng)信息。還有教客戶ATM自動(dòng)取款機(jī)，存取款一體機(jī)，自助服務(wù)終端，自動(dòng)繳費(fèi)機(jī)，網(wǎng)上銀行的使用方法，介紹貴金屬和理財(cái)產(chǎn)品等等。1.初來乍到剛開始實(shí)習(xí)的第一天上午，我們一行十七個(gè)人是由曹霞老師帶隊(duì)的，到了中國銀行以后，我們是在大廳內(nèi)等的?？墒且?yàn)橹行墟?zhèn)江分行總部作為一個(gè)統(tǒng)領(lǐng)性的機(jī)構(gòu)，主要的并不是營業(yè)性業(yè)務(wù)，所以當(dāng)我們這群人都在大廳里時(shí)，多少造成了一些不便。后來保安讓我們到客戶休息區(qū)等，但是座位畢竟不多，所以我們只小坐一會(huì)，當(dāng)客流高峰到了的時(shí)候，連忙起身，后來曹老師進(jìn)來，我們才知道她一直在外面等我們，我們互相都岔開了，反而在銀行里給中行造成了不便，出來乍到，是我們失態(tài)了。我想這也是一個(gè)小教訓(xùn)，告誡我們要在事前了解相關(guān)信息，確定可能發(fā)生的狀況，要準(zhǔn)備好應(yīng)急的方案，做事呢，都要主動(dòng)一點(diǎn)，不要給別人造成不必要的麻煩。接著曹老師聯(lián)系人力資源部的主任，在和我們簽訂了實(shí)習(xí)協(xié)議之后，我們十七個(gè)人有被分配到鎮(zhèn)江其他支行網(wǎng)點(diǎn)的，也有分配到與中行有合作關(guān)系的證券公司的，最后還有包括我在內(nèi)的三名學(xué)生留在總行實(shí)習(xí)。到營業(yè)部找杜主任請他安排實(shí)習(xí)的時(shí)候，他說很感謝江大給中行提供實(shí)習(xí)生，讓我們下午一點(diǎn)半前到他的辦公室里報(bào)道再安排。因?yàn)闀r(shí)間比較緊張，中午我們便沒有回去，我們一點(diǎn)就到中行等候了，可是一直到接近兩點(diǎn)上班時(shí)間都沒有人來聯(lián)系我們。最后還是另外一個(gè)學(xué)生到會(huì)議室去看主任在不在，才給我們安排了工作。我被安排到一樓大廳，也就是對私營業(yè)部，開始了為期十天的認(rèn)知實(shí)習(xí)。大堂經(jīng)理陸經(jīng)理負(fù)責(zé)安排我的工作，因?yàn)閯倎硪膊粵]有獨(dú)立上柜臺(tái)操作的能力，所以她讓我先做一些簡單的客戶分流工作，給我簡單地介紹了一下基本業(yè)務(wù)，我就開始工作了。2.手忙腳亂中行實(shí)習(xí)是要求穿正裝的，但因?yàn)槭菍?shí)習(xí)生的原因，又沒有多余的服裝，所以我是現(xiàn)借的一件上衣。只有一件毛衣加一件很薄的春裝外套，而中行大廳里的暖氣又壞掉了，我?guī)缀鮾龅貌恍?，保安大叔讓我多活?dòng)活動(dòng)，不用一直站在領(lǐng)號(hào)機(jī)旁邊，會(huì)受不了的。我真是深刻領(lǐng)會(huì)到那些做前臺(tái)的又沒機(jī)會(huì)坐著的人的辛苦了。每一個(gè)客戶進(jìn)來的時(shí)候，我都要忙著問：“請問需要辦理什么業(yè)務(wù)？”“幫您問一下大堂經(jīng)理好吧？”“師傅這個(gè)業(yè)務(wù)屬于什么？”“經(jīng)理這個(gè)業(yè)務(wù)怎么說？”“是外匯換人民幣還是什么？”“請這邊看一下樓層指引?！薄半娞葸@邊?！薄皫埳先龢腔蛩臉恰！币?yàn)橹行蓄I(lǐng)號(hào)機(jī)上是有四種不同的業(yè)務(wù)號(hào)碼，分別是：私人業(yè)務(wù)，個(gè)人貸款，國際匯兌，還有公司業(yè)務(wù)，分別以A，B，C，D為起始字母，如果不事先問清要辦理什么業(yè)務(wù)的話，客戶領(lǐng)錯(cuò)號(hào)碼就會(huì)到錯(cuò)誤的窗口，而那個(gè)窗口又不辦理那個(gè)業(yè)務(wù)，就只能重新取號(hào)，重新排隊(duì)。當(dāng)天實(shí)習(xí)剛好是元旦三天假期后上班的第一天，所以客戶非常非常多，而我又是剛剛上崗，完全是業(yè)務(wù)能力空白，零起點(diǎn)，所以當(dāng)很多客戶咨詢我一些專業(yè)問題的時(shí)候，我完全是丈二和尚，只能一個(gè)個(gè)地跑去問大堂經(jīng)理。一般客戶都比較和善，看我是實(shí)習(xí)生，答不上來問題也不惱，就一笑而過，但是有的客戶就比較沒耐心了。比如有個(gè)比較彪悍的阿姨：“怎么這么多人??！”我說：“其實(shí)沒那么多。有些是空號(hào)。您取號(hào)坐會(huì)等下吧。”“你看到他們走了？”“沒有?！薄澳悄阍趺粗朗强仗?hào)？！”“哦，有的就是取了沒用的?！薄澳銈冏蛱焓遣皇欠偶倭耍俊薄岸鳎┤旒??！薄澳銈儜{什么放3天??！我昨天來你們就沒開！人家建行（建設(shè)銀行）就只放兩天！你們就不該放！”“恩。這個(gè)我不了解?！卑⒁涛蚁胝f我今天下午剛來好嗎。還有個(gè)叔叔問我，什么什么業(yè)務(wù)是不是要到二樓。我說：“我不知道，您可以問問大堂”我話還沒說完，他就很氣憤地說：“你連這個(gè)都不懂啊！”然后直接奔二樓。還有問：“二樓可以拿外匯嗎？”“這個(gè)我不知道誒?！薄澳阍趺词裁炊疾欢??！本瓦@么混亂地站了三小時(shí)半后，除了累還是累，下班回學(xué)校。3.漸入佳境接下來的幾天里，早晨8點(diǎn)15分參加晨會(huì)，12點(diǎn)下班休息。中午休息兩個(gè)小時(shí)，然后5點(diǎn)半下班，每天都要站上這么幾個(gè)小時(shí)，一開始兩天還好，到后來就受不了了，小腿發(fā)脹，腳疼。但是這些又是不好避免的，年前業(yè)務(wù)高峰，確實(shí)是走不開的。但因?yàn)槁煜ち烁鞣N業(yè)務(wù)，處理起來也漸漸減少了跑去問大堂經(jīng)理的次數(shù)，等大堂經(jīng)理有空的時(shí)候，也過來問我是不是冷，說我上手蠻快的，現(xiàn)在業(yè)務(wù)也都慢慢熟悉了，很不錯(cuò)。接下來的幾天，幾乎都沒有出現(xiàn)差錯(cuò)，基本上也都能說出個(gè)條條道道，什么業(yè)務(wù)該領(lǐng)什么什么號(hào)碼，什么不用領(lǐng)號(hào)，什么窗口辦理什么業(yè)務(wù)，像是：外匯兌換人民幣，人民幣兌換外幣算私人業(yè)務(wù)，要填結(jié)算單核外匯兌換水單；住房公積金，打信用卡明細(xì)上二樓，拿補(bǔ)辦卡，注銷掛失都要去2號(hào)窗口，13號(hào)窗口兌換現(xiàn)金支票，12號(hào)往公款賬戶打錢，理財(cái)產(chǎn)品每天都可能不一樣，匯率每天也有所波動(dòng)，要兌換外幣的話問清楚幣種再去柜面上問問金額夠不夠，如果不夠的話再幫客戶預(yù)約登記等等。我回去以后和舍友講，舍友開玩笑說，以后再去中行辦理業(yè)務(wù)就直接問我好了。4.完美收工認(rèn)知實(shí)習(xí)的最后一天，又來了一個(gè)實(shí)習(xí)生。經(jīng)理跟她講有什么不清楚的可以問我，說我現(xiàn)在已經(jīng)蠻熟悉業(yè)務(wù)了，我沒想到自己確實(shí)也可以跟跟別人慢慢介紹中行的業(yè)務(wù)了，把我之前搞錯(cuò)的事情都告訴她，應(yīng)該都算是親身經(jīng)歷之后獲得的第一手的經(jīng)驗(yàn)吧。中午中行是不休息的，因?yàn)槭菍?shí)習(xí)最后一天，所以我中午沒有休息，就直接吃完飯就繼續(xù)站堂了，然后下班前一小時(shí)，去找主人簽字，然后寫了實(shí)習(xí)鑒定，又去人力資源部蓋了章，還了衣服，實(shí)習(xí)證，頭花和絲巾，給王主任，陸經(jīng)理，曹經(jīng)理留了一張便條表達(dá)感謝，就跟大家再見了。陸經(jīng)理王主任都說要是有機(jī)會(huì)的話歡迎我到中行工作，我想，這也是對我實(shí)習(xí)的肯定吧。二、實(shí)習(xí)中的收獲和體會(huì)雖然實(shí)習(xí)只有十天，但卻在金融知識(shí)、銀行業(yè)務(wù)、公司內(nèi)部管理等方面給我上了一堂意義深遠(yuǎn)的實(shí)踐課。特別是中行經(jīng)理，主任對我的照顧，比如到飯點(diǎn)的時(shí)候讓我，另一位大堂經(jīng)理，曹經(jīng)理讓我和他一起去吃飯，不要客氣，讓我感受到了服務(wù)業(yè)工作人員的熱誠。大家彼此間的默契合作，休息時(shí)的和睦融洽，又讓我感受到這個(gè)團(tuán)體的和諧與我溫馨。實(shí)習(xí)對在校大學(xué)生有重要的意義。從宏觀上講，眾所周知，通過實(shí)習(xí)，我們能夠不斷充實(shí)，以實(shí)踐檢驗(yàn)所學(xué)，鍛煉適應(yīng)能力和社交能力，從而積累社會(huì)閱歷和工作經(jīng)驗(yàn)。從微觀上講，這次實(shí)習(xí)我每天要早起，幾乎沒有時(shí)間化妝，因?yàn)槲抑酪晕⑿Ψ?wù)為理念的服務(wù)業(yè)應(yīng)該是要求淡妝的，而陸經(jīng)理呢，幾乎每天都有略施粉黛，神采奕奕，我在她身上看到了那種蓬勃向上的對待工作的激情。這也是我要學(xué)的，做一行，愛一行，不怨苦，不怨累，拿出激情，不斷前進(jìn)。三、自我評(píng)價(jià)及今后努力的方向這次認(rèn)知實(shí)習(xí)，我不僅僅是了解了銀行的對私業(yè)務(wù)流程，更是鍛煉了我的耐心，細(xì)心，誠心，熱心。與形形色色的客戶交流，我看到了社會(huì)的千奇百態(tài)，也提升了我的的情商，打磨了我為人處世的態(tài)度。我覺得，在以后的工作中，當(dāng)然，不只是工作，在學(xué)習(xí)，生活，交往中，情商都在扮演著一個(gè)至關(guān)重要的角色。有一點(diǎn)遺憾就是當(dāng)留學(xué)生來辦理業(yè)務(wù)的時(shí)候，我身為英語專業(yè)的學(xué)生，很多專業(yè)的英文術(shù)語都不知道如何表達(dá)，只是讓我慚愧的地方。語言很多時(shí)候只是一種載體，必須要和其他專業(yè)知識(shí)結(jié)合，才能發(fā)揮出最大的效用。加強(qiáng)專業(yè)知識(shí)而不僅僅停留在語言能力的打磨上，就是我今后要努力的方向。篇三：銀行實(shí)習(xí)總結(jié)建行北分實(shí)習(xí)總結(jié)蘇烜從7月16日正式實(shí)習(xí)開始至今，三周的實(shí)習(xí)已近尾期。在這三周中，按照實(shí)習(xí)安排，我先后在大堂經(jīng)理助理、個(gè)人客戶經(jīng)理助理以及公司業(yè)務(wù)一團(tuán)隊(duì)客戶經(jīng)理助理這三個(gè)崗位上實(shí)習(xí)，參加了兩次與分行導(dǎo)師的座談，并參觀了建行北分私人銀行與營運(yùn)管理部。實(shí)習(xí)總結(jié)主要對這三周中的實(shí)習(xí)與一系列活動(dòng)進(jìn)行梳理總結(jié)，分析個(gè)人收獲及對實(shí)習(xí)的建議。（一）大堂經(jīng)理助理（7月9日至7月10日）1、 工作簡述；大堂經(jīng)理助理的工作類似于引導(dǎo)員，主要責(zé)任在于分流客戶，同時(shí)解答客戶疑問、幫助客戶取號(hào)、指導(dǎo)填單，做到“來有迎聲、問有答聲、走有送聲”，同時(shí)對理財(cái)產(chǎn)品做一些初步了解，能夠解答基本問題。2、個(gè)人收獲；兩天的大堂經(jīng)理助理最大的收獲就是心態(tài)的轉(zhuǎn)變，從一個(gè)大學(xué)生的角度換為一個(gè)銀行工作者的視角來服務(wù)客戶，體會(huì)到了銀行從業(yè)者的辛苦。同時(shí)作為客戶接觸銀行的第一人，初步對銀行業(yè)務(wù)有了很直觀的了解。其次，應(yīng)急能力有所提升。在擔(dān)任大堂經(jīng)理助理時(shí)有一次取號(hào)機(jī)由于故障無法取號(hào)，同時(shí)柜臺(tái)無法叫號(hào)，我們只能手寫取號(hào)并且人工叫號(hào)。那兩天正好附近一個(gè)小區(qū)一百多戶居民集中辦理燃?xì)饪ǎ偌由辖鹂ㄓ脩魞?yōu)先辦理的政策，導(dǎo)致工作量上升，有很多客戶我們都沒時(shí)間做到及時(shí)詢問。還好之前大堂經(jīng)理對我們做過關(guān)于這種情況的提醒，因此雖然工作量大，但是還沒有造成場面混亂。這種情況讓我們對大堂工作的重要性有了更深的認(rèn)識(shí)，同時(shí)碰到特殊情況時(shí)候的組織能力有所提升。3、對銀行的建議；首先，應(yīng)改進(jìn)ATM取款機(jī)識(shí)別系統(tǒng)。很多人之所以不喜歡在ATM上存款是因?yàn)锳TM對紙幣的識(shí)別能力較差，很多真幣只是稍稍有點(diǎn)污漬或者褶皺就無法識(shí)別，客戶需要反復(fù)存款，降低了存款效率。因此，ATM應(yīng)提升紙幣的識(shí)別能力，這樣才能真正讓客戶體會(huì)到ATM的便捷，以做到客戶分流。其次，應(yīng)解決保險(xiǎn)公司推銷人員站大堂問題。在我們做大堂經(jīng)理助理的兩天中，有三位保險(xiǎn)人員一直在充當(dāng)“引導(dǎo)員”的角色，其業(yè)務(wù)純熟程度讓我們一度以為他們是銀行正式員工，進(jìn)一步接觸后才了解到他們是保險(xiǎn)公司工作人員。在與分行導(dǎo)師的溝通中我們得知保險(xiǎn)人員現(xiàn)在是不允許充當(dāng)“引導(dǎo)員”角色的，造成現(xiàn)在這種局面主要是因?yàn)榭陀^上銀行引導(dǎo)員需要他們的幫助以解燃眉之急，主觀上保險(xiǎn)人員亦希望自己可以了解客戶需求，以便推銷產(chǎn)品。但保險(xiǎn)人員的推銷有時(shí)會(huì)降低客戶體驗(yàn)，對建行的形象造成一定的損失，并且其在解答疑問失誤時(shí)客戶亦會(huì)把責(zé)任歸咎于建行之上。因此銀行