February** Dynamic Incentive Program Course Background: The bank of the future is a "full-time bank". The concept of "full-time banking" was coined by Accenture and is defined as a fully functional bank that provides complete customer solutions through disruptive technology, drives continuous day-to-day interactions between banks and customers, and meets the needs of customers' daily needs and major life business activities.
With the continuous improvement of mobile Internet technology, development and penetration into traditional industries, people's financial consumption patterns are becoming increasingly diversified and personalized. In the past five years, new concepts and technologies have emerged in the financial industry even more than in the past 50 years combined, and the collision of ideas has catalyzed the financial industry to think, innovate and change at an unprecedented speed.
Financial employees are glamorous characters in the eyes of many people, and they are one of the leaders in the financial industry. However, in the words of the financiers themselves, they are the sandwich layer in the sandwich - aggrieved and confused. As the traditional position and business front line of financial service marketing, it will face more and more difficulties and challenges in the context of financial disintermediation and the rise of Internet finance. It also puts forward new role requirements for financiers in the new era.
Course Benefits:
Establish the correct executive concept and mentality of financial people.
The execution is more humane, professional and refined.
Define roles in the execution of day-to-day service marketing.
Master the methods of communication in service marketing.
Course Duration:1 day, 6 hours a day.
Course Audience:Frontline workers.
Course Method:Lecturer teaching + case analysis + interaction + role playing
Course outline
Introduction: New development and new changes in finance under the new normal
1. The new four modernizations of bank branches under the new normal
1.Intelligent.
2.Lightweight.
3.Community-oriented.
4.Experiential.
Case Study:Reflections triggered by the appreciation of different bank outlets** in the industry.
Second, the financial industry is facing new challenges
1.Intelligent machine offload for traditional services.
2.The Internet erodes low-end and middle-end customers.
3.Mobile payment tools carve up the market.
4.Peer competition means a variety of tricks.
SectionOne talk: Execution improvement
Case Import:"Role-Positioning Activity Experience" Discover Problems in Daily Team Management!
First, the main problems of execution faced by financiers
Increasing pressure on service marketing
1) Lack of service marketing skills.
2) Intensification of competition in the same industry.
3) Rising customer expectations.
4) Complaints caused by service errors.
2.Lack of staff, vague job responsibilities.
3.Lack of business and management skills.
4.Lack of discipline.
Case Study:Management Thoughts Triggered by Vicious Complaints in Several Commercial Bank Branches?
Second, the deepening of the concept of execution
1.The main problems solved by executive power are discipline, order, and enthusiasm.
2.There are 3 dimensions of interaction in the team.
3.Clear identification of key areas of execution.
4.There are three elements of execution - people and things.
3. Team execution and team activation optimization guidance
1.The concept of a team.
Three key elements of an outlet team
1) Common goals.
2) Willingness to collaborate.
3) Communication of information.
The goal is to play four roles in the network team
1) Raison d'être.
2) Decision-making is a premise.
3) Flag of cooperation.
4) Operational dynamics.
4.The focus of the team management of the outlets.
5.The role of the network members.
6.Team Nine Role Theory Application.
7.Pay attention to the points of team differences.
Case Study:The application of the Nine Roles Theory of the Belbin team in real-world cooperation.
Lecture 2Improve communication and influence in execution
1.Elements of the communication definition.
2.The threefold realm of communication.
3.Barriers to communication.
Problems in communication
1) Disrespect for others.
2) Lack of skill.
3) Individual communication.
4) No communication in silos.
How to communicate effectively (communication skills).
1) Maintain self-esteem.
2) Seek engagement.
3) Listen with empathy.
4) Confirm understanding.
5) Procedural recommendations.
6.The best law of managing communication.
Case Study:"Communication is key" event experience!
Lecture 3: Elements of Service Marketing Execution Improvement
1.Physicality.
2.Reactivity.
3.Professionalism.
4.Trustworthiness.
5.Degree of empathy.