Phát triển dịch vụ khách hàng tại ngân hàng thương mại cổ phần kỹ thương việt nam phòng giao dịch hoàng hoa thám

TRUONG DAI HOC KINH TE QUOC DAN *** NGUYEN THI THU TRANG DAI HQC KTQD TT THONG TIN THlf VIEN PHONG LUAN AN -TVLIEU PHAT TRIEN DICH VU KHACH HANG TAI NGAN HANG THUONG MAI CO PHAN KY TH VONG VIET NAM - PHONG GIAO DICH HOANG HOA THAM CHUYEN NGANH: KINH TE THE GICJl & QUAN HE KINH TE Qu6c TE LUAN VAN THAC SY KINH TE • • Ngifofi htfdng dan khoa hoc: 777$ PGS.TS NGUYEN THUONG LANG HA NOI, NAM 2012 LO’I CAM DOAN Toi xin cam doan day la cong trinh nghien cuu doc lap cua toi So lieu dirge neu luan van la trung thuc va co trlch nguon Ket qua nghien cuu luan van la trung thuc va chua dugc cong bo bat ky cong trinh nghien cuu nao khac TAC GIA LUAN VAN Nguyen Thi Thu Trang Ldl CAM ON Toi xin chan cam on Quy thay co Truong Dai hoc Kinh te Quoc dan da tan tam giang day, truy6n dat nhung kien thuc quy bau cho toi suot thoi gian toi hoc tap tai truong Dac biet, toi xin chan cam on PGS.TS Nguyen Thuong Lang da tan tinh chi bao, huong dan cho toi hoan luan van Toi cung xin chan cam on cac anh chi dong nghiep dang cong tac tai Phong Giao dich Hoang Hoa Tham - Ngan hang Thuong mai 06 phan Ky thuong Viet Nam da het long ho tro, cung cap so lieu va dong gop y kien quy bau giup toi hoan luan van * TAC GIA LUAN VAN Nguyen Thi Thu Trang MUC • LUC • LOI CAM DOAN LOI CAM ON DANH MUC CAC TlT VIET TAT DANH MUC BANG DANH MUC BIEU DO DANH MUC HINH TOM TAT LUAN VAN LOI MO DAU CHUONG 1: NOI DUNG PHAT TRIEN DICH VU KHACH HANG CUA NGAN HANG VA KINH NGHIEM 1.1 Dac diem va vai tro cda dich vu khach hang 1.1.1 Khai niem dich vu khach hang 1.1.2 Dac diem dich vu khach hang 1.1.3 Vai tro dich vu khach hang 1.1.4 Cac san pham dich vu ngan hang 12 1.2 Noi dung phat trien dich vu khach hang va cac nhan to anh huong 15 1.2.1 Noi dung phat trien dich vu khach hang 15 1.2.2 Cac bien phap phat trien dich vu khach hang 16 1.2.3 Cac nhan to anh huong den phat trien dich vu khach hang 24 1.3 Kinh nghiem phat trien dich vu khach hang cuamot so ngan hang thuong mai va bai hoc rut cho Phdng giao dich Hoang Hoa Tham 28 1.3.1 Kinh nghiem phat trien dich vu khach hang cua mot so ngan hang thuong mai 28 1.3.2 Bai hoc kinh nghiem ve phat trien dich vu khach hang cua mot so ngan hang thuong mai doi vdi Phong giao dich Hoang Hoa Tham 35 CHUONG 2: THUC TRANG PHAT TRIEN DICH VU KHACH HANG I AI NGAN HANG THUONG MAI CO PHAN KY THUONG VIET NAM PHONG GIAO DICH HOANG HOA THAM 38 2.1 Chinh sach phat trien dich vu khach hang tai Phong giao dich Hoang Hoa Tham cua Ngan hang thuong mai co phan Ky thuong Viet Nam 38 2.1.1 Chinh sach phat trien san pham 38 2.1.2 Chinh sach gia ca 40 2.1.3 Chinh sach cung ung dich vu khach hang 40 2.1.4 Chinh sach ve giao tiep, khuyech truong 47 2.1.5 Chinh sach nhan lire 49 2.1.6 Chinh sach ve chat lugng dich vu 51 2.2 Tinh hinh phat trien dich vu khach hang tai Phong giao dich Hoang Hoa Tham cua Ngan hang thirong mai co phan Ky thirong Viet Nam 52 2.2.1 Ket qua hoat dong kinh doanh dich vu tai Phong giao dich Hoang Hoa Tham 52 2.2.2 Danh gia phat trien dich vu khach hang tai Phong giao dich Hoang Hoa Tham thong qua dieu tra y kien khach hang 58 2.3 Danh gia tinh hinh phat trien djch vu khach hang tai Phdng giao dich Hoang Hoa Tham cua Ngan hang thirong mai co phan Ky thuong Viet Nam 71 2.3.1 Thanh cong dat dirge 71 2.3.2 Han che ton tai 73 2.3.3 Nguyen nhan 75 CHLONG 3: DINH HtfONG VA GIAI PHAP TIEP TUC PHAT TRIEN DICH VU KHACH HANG TAI NGAN HANG THUONG MAI CO PHAN KY THIJONG VIET NAM - PHONG GIAO DICH HOANG HOA THAM 76 3.1 Dinh huong phat trien cua Phong giao dich Hoang Hoa Tham 76 3.1.1 Dinh huong kinh doanh cua Phong giao dich Hoang Hoa Tham 76 3.1.2 Dinh huong phat trien dich vu khach hang tai Phong giao dich Hoang Hoa Tham 78 3.2 Giai phap tiep tuc phat trien dich vu khach hang tai Phdng giao dich Hoang Hoa Tham cua Ngan hang thuong mai co phan Ky thuong Viet Nam 80 3.2.1 Tang cudng dieu tra, nghien cuu thi truong moi, tim hieu cu the nhu cau khach hang 80 3.2.2 Da dang hoa dich vu 81 3.2.3 Nang cao chat luqng dich vu khach hang 83 3.2.4 Phat trien nguon nhan lire 85 3.2.5 Xay dung van hoa doanh nghiep coi khach hang 88 3.2.6 Mot so bien phap khac 89 3.3 Kien nghi 90 3.3.1 Tang cuong lien ket giira cac ngan hang 90 3.3.2 Tang dau tu phat trien cong nghe va co sb vat chat tai cac diem giao dich 90 3.3.3 Hoan thien cong tac quan ly chat lugng 92 KET LUAN 94 DANH MUC TAI LIEU THAM KHAO 96 PHU LUC DANH MUC • Tl VIET TAT TIENG VIET • GDV Giao dich vien KH Khach hang KSV Kiem soat vien NH Ngan hang NHTM Ngan hang thuong mai NHNN Ngan hang Nha nude PGD Phong giao dich TK Tai khoan TMCP Thuong mai co phan 10 UNC Uy nhiem chi ■> DANH MUC TIT VIET TAT TIENG ANH Cac chir viet tat ANZ ASEAN ATM HSBC OCB OTAC PFS STT Nghla day du Tieng Anh Australia and New Zealand Banking Group Limited Tieng Viet Tap doan Ngan hang trach nhiem huu han Australia va New Zealand Association of South East Asian Nations Automated Teller Machine •Hongkong and Shanghai Banking Corporation Hiep hoi cac quoc gia Dong Nam A May rut tien tu dong Ngan hang Hong KongThupng Hai Ngan hang thuong mai co phan Phuong Dong Orient Commercial Joint-Stock Bank One Time Authentication Certification Chung thuc va xac thuc nhat thoi Personal Financial Services Dich vu tai chinh ca nhan Retail Banking Officer Chuyen vien khach hang ca nhan RBO SACOMBANK Saigon Commercial JointStock Bank Ngan hang thuong mai co phan Sai Gon thuong tin 10 SME Small -Medium Enterprise Doanh nghiep vua va nhd Diem manh- Diem yeu-Co hoi- Thach thuc Ngan hang thuong mai co phan Ky thuong Viet Nam Strengths - Weaknesses Opportunities - Threats 12 TECHCOMB ANK Vietnam Technological and Commercial Joint- Stock Bank 11 SWOT 13 VCB 14 WTO Bank for Foreign Trade of Vietnam Ngan hang thuong mai co World Trade Organisation To chuc thuong mai the gioi phan Ngoai thuong Viet Nam DANH MUC BANG Ten bang TT Trang Bang 2.1 Phan khuc khach hang tren dia ban Hoang Hoa Tham 39 Bang 2.2 Co cau to chuc nhan sir tai PGD Hoang Hoa Tham tinh den 50 30.09.2012 Bang 2.3 Co cau nguon von huy dong theo phan loai khach hang 54 Bang 2.4 So lieu tong hop ve dich vu tin dung 55 Bang 2.5 Co cau du no cho vay theo phan loai khach hang 56 Bang 2.6 Danh gia cua khach hang ve muc quan cua cac tieu chi 59 sir dung dich vu ngan hang Bang 2.7 Muc hai long cua khach hang vdi yeu to bao mat thong tin 61 cua PGD Hoang Hoa Tham Bang 2.8 Bang phan tich doi thu canh tranh theo mo hinh SWOT 68 Bang 3.1 Mot so chi tieu kinh te phong giao dich can dat duoc nam 78 2013 DANH MUC BIEU DO Ten 1bieu Trang Nguon von huy dong cua PGD Hoang Hoa Tham nam 2010­ 53 rp A TT Bieu 2.1 «A A 2012 Bieu 2.2 Muc quan tam cua khach hang voi cac yeu to thuoc chat 59 luong dich vu khach hang Bieu 2.3 Muc hai long cua khach hang voi yeu to san pham cua 60 PGD Hoang Hoa Tham ft Bieu 2.4 Muc hai long cua khach hang voi yeu to thOng tin cua 62 PGD Hoang Hoa Tham Bieu 2.5 Muc hai long cua khach hang voi yeu to gia cua PGD 63 Hoang Hoa Tham Bieu 2.6 Muc hai long cua khach hang voi yeu to quy trinh cua 63 PGD Hoang Hoa Tham Bieu 2.7 Muc hai long cua khach hang voi yeu to thu tuc giay to 64 cua PGD Hoang Hoa Tham Bieu 2.8 Muc hai long cua khach hang voi yeu to nguoi cua PGD Hoang Hoa Tham 65 PHU LUC Tong hop danh gia cua khach hang ve cac yeu to phat trien dich vu khach hang cua Phong giao dich Hoang Hoa Tham STT Nhan dinh San pham da dang Bao mat thong tin tot Dia diem giao dich thuan tien Cung cap thong tin kip thai Phi giao dich hop 11 Lai suat tiet kiem cao Thai gian thuc hien giao dich nhanh Thai gian chd dai ngan Thu tuc dan gian Giai quyet khieu nai hap ly Nhan vien thuc hien nghiep vu nhanh chong Thai nhan vien lich su 10 11 12 Hoan toan dong y So Ty le luong (%) (ngudi) 77 50 137 90 138 90 76 50 93 61 90 59 64 42 Dong y mot phan So Ty le luong (%) (ngudi) 64 42 16 10 0 38 25 54 35 47 31 57 37 Khdng y kien So luong (ngudi) 12 15 20 11 26 ’ Khdng dong y mot phan Hoan toan khdng dong y Ty le (%) So luong (ngudi) Ty le(%) So luong (ngudi) Ty le (%) 10 13 17 0 13 0 0 0 0 0 97 73 76 121 63 48 50 79 63 61 23 41 40 15 33 9 22 6 12 5 3 3 2 130 85 17 11 0 0 PHU LUC Bang Lai suat tiet kiem thuong cua Techcombank Hoang Hoa Tham Tiet kiem thudng (ap dung tir 9/7/2012) Ky han KHH TIET KIEM THUONG (So tien toi thiet trieu dong) VND USD GBP EUR JYP Tra lai hang Tra lai hang Tra lai cuoi Tra lai Tra lai Tra lai Tra lai thang/ nam ky/ nam quy/ nam cuoi cuoi cuoi cuoi ky/nam ky/nam ky/nam ky/nam LOO 0.10 0.10 (T.01 0.01 AUD Tra lai cuoi ky/nam 0.1 SGD Tra lai cuoi ky/nam 0.01 tuan 1.50 0.80 0.60 0.06 0.06 0.5 0.06 tuan 1.50 1.00 0.70 0.06 0.06 1.5 0.06 tuan 1.50 1.20 0.79 0.07 0.07 2.5 0.06 1.50 1.50 10 1.50 11 1.50 12 1.50 15 1.50 17 1.50 2.00 0.85 0.08 0.08 3.0 0.07 Th 9.00 9.00 9.00 2.00 1.00 0.1 0.3 3.5 0.08 9.00 2.00 1.35 0.2 0.6 3.7 0.09 8.84 9.00 2.00 1.35 0.2 0.6 3.7 0.09 Th 8.81 9.00 2.00 1.35 0.2 0.6 3.7 0.09 Th 8.78 9.00 2.00 1.70 0.3 0.7 3.8 0.1 Th 8.75 9.00 2.00 1.70 0.3 0.7 3.8 0.1 Th 8.72 9.00 2.00 1.70 «.3 0.7 3.8 0.1 Th 8.68 9.00 2.00 1.45 0.4 1.0 3.8 0.1 10 Th 8.65 9.00 2.00 1.45 0.4 1.0 3.8 0.1 11 Th 8.62 9.00 2.00 1.45 0.4 1.0 3.8 0.1 12 Th 10.48 11.00 2.00 1.90 0.5 1.5 3.8 0.1 13 Th 10.44 1.65 0.5 1.5 3.8 0.1 15 Th 10.35 10.44 11.00 1.60 1.65 0.5 1.5 3.8 0.1 18 Th 10.22 10.31 11.00 1.60 1.65 0.5 1.5 3.8 0.1 24 Th 9.98 10.07 11.00 1.55 1.65 0.5 1.5 3.8 0.1 36 Th 9.54 9.62 11.00 1.55 1.65 0.5 1.5 3.8 0.1 Th 8.91 Th 8.87 Th 9.00 8.84 8.75 10.57 11.00 v - (Nguon: website Techcombank) PHU LUC BO TIEU CHUAN GIAO DICH VIEN Tieu chuan Dong phuc va deo the theo quy dinh cua Techcombank Trang phuc va dau toe gon gang, sach se Yeu cau Dong phuc mua dong: Nam: Bo Vest den hoac sam mau, so mi trang, deo ca vat, deo the nhan vien ben nguc trai Nu: Bo Vest den (juyp hoac quan), ao so mi trang, deo the nhan vien ben nguc trai Dong phuc mua he: Nam: Quan au sam mau, so mi trang, deo ca vat, deo the nhan vien ben nguc trai Nu: Mac dong phuc ao dai, deo the nhan vien ben nguc trai Cac noi quy ve dong phuc lien quan khac (theo thoi tiet va dac thu rieng cho tung khu vuc neu co) Dau toe cua GDV phai gon gang, kieu toe va hinh thuc trang diem trang nha, lich su, phu hop vdi cong sd va khdng gay phan cam r-w-i • A Tieu chuan A s* Gifr ve sinh vi tri lam viec luon sach se va khdng gian lanh Do dimg, tai lieu cua GDV gon gang, ngan nSp Yeu cau Tieu chuan danh gia tong the ve ben ngoai gom dau toe, trang diem, v.v cua GDV Dau toe phai gon gang, kieu toe va hinh thuc trang diem cua GDV trang nha, lich su, phu hop vdi cong sd va khdng gay phan cam Tieu chuan Dam bao thdi gian lam viec Yeu cau Trong thoi gian lam viec, GDV tap trung va chuyen tam lam cong viec cua minh, khong phan tan lam nhung viec rieng, du la tranh thu tan gau vdi dong nghiep, khong an uong thdi gian lam viec, khong trang diem, khong hut thuoc la tai quay, khong nghe nhac, nhan tin di dong Dam bao thdi gian lam viec cua minh, den sdm trudc bat dau gid lam viec tir 5-10 phut d6 chudn bi va san sang giai quyet cong viec tir dau gid Trong thdi gian lam viec tuyet doi khong rdi vi tri n6u khong cd ly chinh dang va duoc su chap thuan cua Lanh 4ao don vi Tieu chuan Yeu cau Chao va hudng ve khach hang bat dau thuc hien giao dich Khi bat dau phuc vu khach hang, GDV can chu dong hudng mat ve phia khach dong thdi chao khach Tranh tinh trang phai de khach goi mdi quay len hoac khong chao hoi khach hang GDV cd th£ hudng v6 phia khach hang va nd mot nu cudi hoac gat dau chao khach Khong sir dung cac dong tac nhu vay, khoac de goi khach hang The hien viec chao hoi bang ldi phai dam bao lich su, tu nhien khong khien cudng hoac ket hop bieu 16 bang sac thai giua mieng, mat va guong mat vdi muc dich de khach hang hieu rang GDV da biSt d6n su hien dien cua ho Tieu chuan Phuc vu nhanh chong, dung thu tu, khong de khach hang doi lau khong co ly chinh dang Tuyet doi khong su dung dien thoai (di dong va co dinh) giao dich vol khach hang Yeu cau Tiep can co khach hang den giao dich, tam dung cong viec dang lam de phuc vu khach hang trudc va tiep tuc hoan thien ket thuc giao dich vdi khach hang Trudng hop dong khach can phuc vu tung ngudi mot theo dung thu tu Vdi nhung trudng hop dac biet nhu khach hang ldn tuoi, tan tat can duoc uu tien phuc vu trudc, GDV chu dong sap xep, giai quyet te nhi va phai duoc su dong y cua khach hang den trudc GDV tuyet doi khdng duoc su dung dien thoai dang Jhuc hien giao dich vdi khach hang Tieu chuan Yeu cau Tiep nhan va giai quyet cac yeu cau cua khach hang San sang lang nghe va ghi nhan day du, chinh xac cac thong tin va yeu cau cua khach hang The hien duoc su thau hieu va san sang dap ung yeu cau cua khach hang The hien su tap trung cao de giai quyet cac yeu cau cua khach hang, khdng nhin di chd khac dang giao dich, chu dong quan sat, nam bat dung yeu cau va tro giup kip thdi Khdng mac, coi nhu khach hang da biet, hoac chd cho khach hang hoi mdi noi, hoac to kho chiu khach hang hoi nhieu Thuc hien giao dich da xac nhan chac chan va cd day du thong tin can thiet khach hang Tieu chuan Niem nd vdi khach hang, thai cd chi than thien, dung muc voi khach hang Yeu cau Gifr thai niem nd vdi khach bang mot nu cuoi hoac anh mat tuoi vui, bieu Id su quan tam va san sang chia se vdi khach hang suot thdi gian giao dich Giao tiep bang su ket hop duoc bieu hien giua mieng, mat va guong mat la rat quan va cd hieu qua ldn den tam ly khach hang Thai cu chi than thien cua GDV vdi khach hang the hien d each cu xu nhe nhang, tinh cam, the hien su quan tam vdi khach cung nhu vdi ngudi than, ban be cua chinh GDV Mat khac, mdi trudng cong sd su than thien cung can di vdi lich su, dung muc tranh trudng hop than thien qua suong xa, cu xu vuot qua gidi han GDV can luon tao cho khach hang cam giac hai long va duoc ton thuc hien cac giao dich tai Techcombank Tieu chuan Cach xung ho va sir dung tir ngu’ qua trinh giao tiep Yeu cau Trong qua trinh giao dich (neu cd), GDV noi rd rang va mach lac vdi am luong du nghe, khdng noi qua to hoac qua nho Neu thay khach cd dau hieu nghe chua ro can chu dong tang am luong Neu khach chua nghe ro phai nhac lai, tuyet doi tranh xang giong hay noi to gay cam giac nhu dang tranh luan chu khdng phai dang giao dich vdi khach hang Tieu chuan Luon coi khach hang la trung tam cua giao dich Yeu cau Trong qua trinh giao dich GDV phai luon quan tam tdi khach hang, luon hudng ve phia khach hang giao dich, ket hop hai hoa viec giao tiep bang ldi va thuc hien cac nghiep vu tren may, khdng nhin di noi khac dang trao doi vdi Khach hang Tieu chuan 10 Yeu cau Cam on va bay to woe mong duoc phuc vu khach hang nhung lan ke tiep Chu dong the hien su cam on khach hang da su dung san pham/dich vu sau ket thuc giao dich Loi cam on can phai bien phan xa hang Trong thuc te loi cam on duoc coi nhu mot thong diep gui den khach hang ket thuc giao dich Luu y: moi trudng giao tiep chuyen nghiep, GDV cdn noi rd cau "cam on bac" hoac "cam on anh chi" Tuy nhien doi mot nu cudi va mot cai gat dau nhe cung da lam cho khach hang co mot cam giac hai long, vdi trudng hap cung co the duoc coi nhu ldi cam on GDV bay to mong muon duoc phuc vu khach nhung lan sau, vi du noi "Co gi anh chi cu goi lai" hoac don gian la noi "hen gap lai" v.v Nghien cuu tam ly cho thay da so khach hang thudng co thdi quen giu ldi hua cua minh Neu ho noi "vang" thi co tdi 85% ho se quay lai (tat nhien la dich vu phai dap ung duoc yeu cau cua ho) Ngoai each noi bang ldi cung co rat nhieu phuong phap khac de bay to su san sang phuc vu khach hang quay lai Tieu chuan 11 Yeu cau Dong sue lam hai long khach hang GDV cd y thuc nhac nhd cac GDV khac thuc hien dung cac tieu chuan thuoc bo tieu chuan hoac thay dong nghiep quen khdng thuc hien day du cac tieu chuan Chu dong phoi hop va san sang ho tro dong nghiep can tro giup Tinh hudng de phat sinh la cd dong khach hang giao dich va vao cac gid cao diem Moi GDV can nang cao tinh than dong doi va dam bao chat luong phuc vu khach hang Tieu chuan 12 Thuc hien dung quy trinh nghiep vu thuoc chuyen mon cua GDV Yeu cau GDV phai tra lai duoc cac cau hoi lien quan den nghiep vu cua minh khach hang hoi, thuc hien thao cac thao tac nghiep vu phuc vu khach hang Tranh truong hap khong thuc hien duoc yeu cAu cua khach hoac vua lam vira hoi nguoi khac, vira lam vira tra cuu Dieu quan la cdn tao hinh anh chuyen nghiep mat khach hang Tieu chuan 13 Nam vung cac dich vu, chuong trinh khuyen mai ma Techcombank hien dang cung cSp Chu dong gidi thieu cac dich vu moi hoac chinh sach mdi cua Techcombank cho khach hang Yeu cau Hieu va nam vung cac chuong trinh dich vu khien cho GDV thay tu tin hon vao chinh minh giao tiep vdi khach hang va dap ung tot cac yeu cau cua khach hang Tieu chuan 14 Hieu va y thuc duoc ve gia tri thuong hieu cua Techcombank (Logo, Slogan, ) Yeu cau GDV phai hieu ro ve thuong hieu cua Techcombank de co khach hang quan tam va de cap tdi thi cd the giai thich ro cho khach hang biet Dieu the hien tinh chuyen nghiep khong chi cua GDV ma the hien van hoa doanh nghiep cua Techcombank noi chung PHU LUC BO• TIEU CHUAN CHAT LUONG DICH VU• CUA TECHCOMBANK • • Danh muc tieu chuan STT DANH MUC TIEU CHUAN Dam bao khu vuc giao dich luon sach se, gon gang va san sang Dong phuc va tac phong chuyen nghiep, nang dong, dung chuan muc Chao don va chu tam lang nghe nhu cau cua khach hang Thuc hien giao dich nhanh chong, nhat quan va khong sai loi Hoi them nhu cau cua khach hang, cam on va bay to mong muon phuc vu khach hang lan sau Luon nam vung cac san pham dich vu cua ngan hang Dien giai ttrng tieu chuan 2.1 Dam bao khu vuc giao dich luon sach se, gon gang va san sang (Keep working area and transaction area tidy and clean) - Khu vuc giao dich la toan bo khu vuc tai diem giao dich nam tam quan sat cua khach hang va co lien quan toi viec cung cap dich vu cho khach hang - Phai dam bao khu vuc giao dich luon d trang thai sach se va gon gang bdhg each kiem tra 15 phut trudc md cua va tiep tuc kiem tra thudng xuyen thdi gian giao dich - Luon dat minh vao vi tri cua khach hang kiem tra Moi can bo nhan vien cua Ngan hang deu cd trach nhiem xu ly phat hien diem nao khong sach se va gon gang Dam bao cac an pham marketing, mau bieu, tai lieu nghiep vu, cac thiet bi nghiep vu luon d trang thai san sang su dung Dam bao cac thong tin cung cap tren an pham marketing, cac thiet bi hien thi khac tai khu vuc giao dich la cap nhat va chinh xac nhat 2.2 Dong phuc va tac phong chuyen nghiep, nang dong, dung chuan muc (Smart, professional appearance with uniform in accordance with regulation) - Can bo nhan vien tuan thu dong phuc va deo bien ten dung theo quy dinh cua Techcombank - Luon chu y de the hien tac phong tu tin nang dong va chuyen nghiep cua mot can bo ngan hang - Luon gitr thai than thien va dung chuan muc giao tiep vdi khach hang - Luon quan tam den khach hang va chu dong phat hien nhu cau su dung dich vu cua khach hang dd dap ung - Ton khach hang va luon coi khach hang la trung tam giao dich r 2.3 > Chao don va chu tam lang nghe yeu cau cua khach hang (Greet customer and attentively listen to their demand) - Dam bam nhanh chong chao don khach hang budc vao diem giao dich - Nhin va chao don khach hang bang anh mat, nu cudi va cu chi than thien (Sir dung cau chao mau phu hap theo hudng ddn) - Chu tam lang nghe nhu cau cua khach hang va khdng ngat ldi Kheo leo su dung cac cau hoi de hidu chinh xac nhu cdu su ♦ dung dich vu cua khach hang 2.4 Thuc hien giao dich nhanh chong, nhat quan va khdng sai ldi (Complete the transaction without any error Quick and consistent service) - Thuc hien giao dich nhanh chong - Tu van va hudng dan khach hang chinh xac va khdng sai ldi - Dua cam ket vdi khach hang va thuc hien dung cam ket - Cung cap dich vu nhat quan, lan sau cung giong nhu lan trudc - Luon chiu trach nhiem giai quyet tron ven nhu cau su dung dich vu cua khach hang Khi bi budc phai ban giao sang bo phan khac thi dam bao ban giao du thong tin de khach hang khdng can phai cung cap lai tu dau cho bo phan mdi tidp nhan - Bao mat thong tin khach hang 2.5 Hoi them nhu cau cua khach hang, cam on va bay to mong muon phuc vu khach hang lan sau (Thank customer after completing the transaction and enquire if they need anything else) - Hay gidi thieu them cho khach hang cac thong tin dang quan tam khac theo quy dinh cua ngan hang tung thdi ky Vi du “Techcombank dang co chuong trinh khuyen mai lam the tin dung Visa Credit, anh/chi cd quan tam khdng a?” - Cam on va bay to mong muon phuc vu khach hang bang anh mat, nu cuoi va cu chi than thien (Sic dung cau mau phu hap theo hudng dan) giao dich 2.6 Luon nam vung cac san pham dich vu cua Ngan hang (Have a thorough grasp of all products within the bank) - Dam bao nam vung ve tat ca cac san pham dich vu cua Ngan hang - Dam bao luon cap nhat cac thong tin mdi nhat ve san pham dich vu cua Ngan hang (vi du lai suat mdi, chuong trinh khuydn mai mdi ) - Dam bao nam vung ve quy trinh tac nghiep cac dich vu ma minh cung cap PHU• LUC • —• X X , _ A A BO PHUC • TIEU CHUAN CHAT LUONG • • VU• KHACH HANG CHO CAC DIEM GIAO DICH CUA TECHCOMBANK Tieu chuan Bien hieu chinh Diem giao dich, cua Diem giao dich dung quy cach va de nhan biet Yeu cau Chuc nang cu ban cua bien hieu chinh la dinh vi nen can duoc thiet ke dung qui cach ve kich thuoc, vi tri, de nhin, sach se, an tuong, va mang ban sdc rieng, moi nguoi tai moi vi tri deu co the nhin thay Tieu chuan Co bien bao huong dan de xe hoac nguoi xe cho khach su dung dich vu, bao ve Diem giao dich phai co tac phong nghiem tuc, mfr cua cho khach khach vao thuc hien cac giao dich Yeu cau Thai nguoi xe phai lich su, huong dan khach tan tinh viec gui xe tai cac diem giao dich Bao ve tai Diem giao dich phai co tac phong nghiem tuc va mo cua cho khach hang den thuc hien cac giao dich Tieu chuan Co Bang/bien thong bao thoi gian mfr /dong/cua va nhan giao dich ro rang va de nhin Yeu cau Bang/bien thong bao phai ro rang, day du (gio nhan giao dich, gio khong nhan cac giao dich, ghi cu the cac lam viec tuan) va phai duoc de o vi tri de nhin, khong bi che khuat Tieu chuan Khong gian ben Diem giao dich phai duoc bo tri hop ly, thuan tien cho phuc vu cua giao dich vien va su dung dich vu cua khach Yeu cau Ban ghe, dung cu lam viec v.v ngan hang phai bo tri hop ly va thuan tien cho giao dich vien, khach hang, dam bao tinh tham my, an tuong va phan anh van hoa kinh doanh cua Techcombank Ban ghe phai luon duoc sap xep gon gang, hop my quan, thuan tien cho khach den thuc hien cac giao dich Tieu chuan Moi trufrng Diem giao dich thuan loi cho khach hang su dung dich vu Yeu cau Moi truong ben ngan hang bao gom loai, moi truong vat chat nhu sach se, thom tho, du anh sang, nhiet phu hop v.v va moi truong tinh than la bau khong lam viec nghiem tuc, chuyen nghiep, thai cua nhan vien giao dich phai than thien va tao cam giac de chiu thuc hien cac giao dich vdi khach hang Tieu chuan Bien hieu phu Diem giao djch duoc thiet ke hop ly, the hien day du chuc nang cua Diem giao djch Yeu cau Khac vdi bien hieu chinh, chuc nang co ban cua bien hieu phu la thong tin cho nen can duoc thiet ke de nhin, de doc, de hieu Tat nhien cung can tinh tham my Tieu chuan Bang thtfhg bao ty gia/ lai suat, cac an pham quang cao, to’ roi Diem giao djch co noi dung chuan, thiet ke dep, tien dung, San co phieu gop y cho khach hang va Hom thu gop y luon duoc khoa can than, de d vj tri de nhan biet Yeu cau Bang thong bao ty gia/ lai suat phai ro rang, chinh xac, cac an pham quang cao, to roi, phieu gop y Diem giao dich de d vi tri thuan tien, sap xep gon gang Tieu chuan Cac vat dung can thiet nhu but, tui dung tai lieu, cac mau bieu, tui dung tien, day chun co day du va tien dung cho khach hang Yeu cau Cac van dung de khach hang thuc hien cac giao dich phai day du