目 录
一. 银行服务·····················································3
（一）. 基本理念···············································3
（二）. 细化银行服务···········································4
二. 银行服务对于当前银行业的意义·································4
（一）. 理论依据···············································4
（二）. 银行服务的重要性·······································4
（三）. 银行服务的现实意义·····································5
三. 银行服务发展的主要方向·······································5
四. 浙商银行的“服务” ··········································6
（一）. 浙商银行的价值观·······································6
（二）. 对浙商银行服务的概述···································6
（三）. 浙商银行的商务礼仪·····································7
五. 当今对于“银行服务管理”一课题的实施·························7
（一）. 微笑服务···············································7
（二）. Yes 服务···············································8
六. 有效的服务管理应具备的前提条件·······························8
七. 浙商银行服务管理面临的问题···································8
（一）. 认为客户服务仅是一线和业务部门的任务···················8
（二）. 员工素质和环境问题·····································9
（三）. 技术平台问题···········································9
八. 当今银行服务管理的导向·······································9
（一）. 一切以客户为中心·······································9
（二）. 以客户价值为导向·······································9
（三）. 以客户满意为目标·······································9
（四）. 以客户服务战略为基础··································10
九. 浙商银行服务管理策略········································10
内 容 摘 要
银行服务的核心是维护和加强与客户的联系。如何持久地赢得市场是每一个企业需要永远面对的问题。银行要随时以客户为中心，调整自身，服务就要从单纯地经营金融产品转移到维护和加深与客户的联系上，仅仅重视满足客户的需要是不够的，还必须研究客户需要的背后的一系列复杂的因素，只有紧紧抓住并且维护与客户的关系这一点，再加以市场为导向，以高质量、多样化的特色服务来满足客户多层次的需要，这样才能获得自身发展的持续动力。
关键词：商业银行 银行业务 银行服务业务 银行服务管理
