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1. Trigger points before the outbreak of conflict
In the original **, a man had an argument with a bank teller while doing a thawing business. And the fuse of the conflict was the man who said casually: "You are still a little fresh meat, and the others are old fritters." This sentence made the teller feel humiliated and annoyed.
2. The scene of escalating disputes is reproduced
The man kept asking the teller to repeat the conversation, and the teller's mood gradually rose, and finally shouted "get out". Although the man showed calmness, his tone was yin and yang, which further escalated the tension of the whole scene.
3. Pay attention to controlling emotions and avoid damage to personal image
In this paragraph, the staff lost their calm and professionalism, slammed the counter and responded to the customer with excessive words, and this emotional out-of-control behavior damaged the bank's image.
1. Spread rapidly on social networks
Later, it soon aroused heated discussions among netizens and became the focus of the Internet, and relevant officials also began to pay attention to the matter.
2. In-depth investigation of the incident
A reporter from a local radio and television station contacted the head office of the bank, but the other party said that it was inconvenient to disclose more information. This move shows that the banks are relatively conservative in their handling of the incident.
3. Bring loss of image and reputation
The whole incident not only had a negative impact on the personal image of the annoyed staff member, but also put the entire bank in a situation where it was implicated. Banks have to pay the price of reputation and image for employee misconduct.
1. Customers and staff need to reflect
In hindsight, both the man and the irritated staff should reflect on their words and actions. Men should not be overly casual and impolite in conducting business; Staff, on the other hand, need to control their emotions and maintain their professional image.
2. The image of the bank should be paid more attention to and protected
As a bank, it needs to strengthen staff training and other aspects to improve service quality and staff quality. At the same time, banks also need to strengthen their public relations handling in response to the impact of the incident to protect their image and reputation.
3. Pay attention to the emotional management of customers and employees
As representatives of the customer service industry, banks should pay more attention to the training and guidance of customer and employee emotional management to avoid the occurrence of similar incidents and adopt more appropriate ways to deal with similar incidents.
4. The public's perception of the incident is different
Perceptions of the incident vary, with some arguing that the man was unscrupulous and unfriendly in his acceptance of services; There are also those who believe that the staff should restrain their emotions and treat customers with a more professional attitude.
5. Pending findings
Although the incident has attracted a lot of attention, the final findings have not been made public. At this time, we should maintain an objective and rational attitude and wait for the relevant investigation results to be announced.
The incident of a bank teller arguing with a customer has aroused public concern about the quality and image of the service industry. Customers should be polite and respectful when handling business, and do not cause trouble to others. The service staff should control their emotions, treat every customer with a professional and friendly attitude, and maintain the image and reputation of the bank. At the same time, banks need to put more effort into staff training and service improvement to provide a better service experience.
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