To raise the quality of Games related services throughout China’s bank industry, to display CCB’s achievements in reform and development, to forge a favourable international image and to conscientiously carry out financial services during the Olympic Games, the head office of China Construction Bank has set up a financial service leading group led by the head of General headquarters and formed of 19 departments like Accounting Department, International Department, Personal Finance Department, etc. and have done a series of fruitful work in service innovation,  environmental building, system security, civilized norms and the professional training with the focus of the Olympic co-host cities Beijing, Qingdao, Tianjin, Shanghai, Qinhuangdao and Shenyang, as well as the nation’s major traveling and port cities, so as to construct convenience in payment and provide safe and highly efficient Olympic Games related financial service systems with high quality.

 

 

Realize barrier-free communication with multilingual services

 

Considering that the number of English-speaking customers will be increased and to meet the need of these people during the Olympic Games, CCB takes the multilingual services as the prime importance for improving their financial services for the Olympics. They try in many ways to raise the English communicative levels of the counter-duty personnel in branches. Now in the sub-branches of the six Olympic co-host cities of Beijing, Shanghai, Tianjin, Shenyang, Qingdao and Qinhuangdao, CCB staff are learning English diligently and enthusiastically. C-E bilingual pamphlets of warm reminder for charging standards, etc. are provided for the convenience of English speaking customers.

 

In addition, CCB Shanghai branch has recruited multilingual volunteers from higher educational institutions to support the Hall Managers of the sub-branches and outlets during Games-time. Beijing branch has set up multilingual expert teams of Japanese, Korean, Russian, French and German languages to provide thorough foreign language service support.

 

95533 --- pleasant service functions

 

In order to better serve the Beijing Olympic Games and elevate the service quality, the coverage of English service of 95533 customer service center in CCB has been enlarged, now including the six Olympic co-host cities of Beijing, Shanghai, Tianjin, Shenyang, Qingdao and Qinhuangdao.

 

Beside English, other language and dialect services like Korean, Cantonese, Southern Fujianese have been provided in CCB 95533 hotline, which makes CCB to be the most comprehensive customers service center of multilingual and multi-dialects of the domestic bank industry. According to the schedule, 95533 English hotline will be pushed ahead throughout the entire CCB before the starting of Olympic Games. Beijing branch is to add 30 staff to provide English Manpower Serving for the customers with over 98% success rate. Apart from manpower serving of financial information, these staff should also know well about the self-service equipment and branch and outlets information in the Olympic Venue, hotels and around airport areas, so as to provide more services for information enquiry.

 

For the coming of Olympic Games, CCB also consummates the consultation, the complaint handling mechanism and has printed “Staff Manual for Response to Emergency Problems” to provide standard answer and emergent procedure as well as professional solution of handling of customer complaints, action for compensation for loss and crisis management with the same voice and emergency flow, and ensure to solve the problems with conclusiveness, oneness and rapidity, so as to promote CCB’s image and customer satisfaction.

 

CCB branches and outlets to be the “quality demonstration window”

 

Taking to serve for the Olympic Games as the turning point, CCB has sped up solving the existing problems in recent two years and has greatly improved their service level. Cooperated with Bank of America, CCB has adopted the “Six Sigma” in the operations to undertake quantitative analysis and process improvement, and solved the long- headache problem of queuing up and realized the normalization and standardization in marketing services. By the end of May 2008, CCB has implemented transformation in 8316 operations branches, with an increase of 67% of product sales, and 39% increase of transaction efficiency. The customer average waiting time was 8.14 minutes, 5.4 minutes less than before.

 

Great efforts have been put on the transformation in 2008. It is targeted that by the end of 2008, transformation of the standard retail branches in CCB will be basically completed, and will have over 10,000 standard retail branches transformed. The branch transformation in the six Olympic co-host cities of Beijing, Shanghai, Tianjin, Shenyang, Qingdao and Qinhuangdao are to be completed by June. Meanwhile, CCB will carry out systems of mystical person censorship and “the customer reception day” to continuously improve their service quality by setting up of transformed branches and outlets marketing service monitoring systems.

 

In accordance with the request from head office of CCB, branches actively respond to and push forward the system of “the customer reception day” and received many customers, who speak highly of CCB’s counter-service and self-service channel construction, and put forward some proposals like to add reminder service by sending messages to the customers 48 hours before credit card repayments date so as to avoid the problem of suspension of enjoying the interest-free treatment due to forgetting repayments time,  to provide the convenience for individual merchants of regular large quantity cash payment, and to increase service scopes for inland high-end customers. The Responsible Person of the bank instructed the department concerned on the spot to solve the problems and try to meet the individual needs.

 

In recent years, emphasis has been put on improving the hardware servicing facilities and funds have been supplied in rebuilding of over 8000 branches and outlets which takes up 60% of CCB. More branches have been located in big cities like Beijing, Shanghai, Guangzhou, etc. In 2008, CCB has had the entire renovation of 4000 branches and outlets batch by batch, and had partial renovation in 3500 transformed branches and outlets. Most of the work has been done up to now. CCB accelerates the ‘barrier-free” reconstruction in the branches and outlets for laying solid service foundation for Olympic Games, and 231 branches and outlets of CCB are with ‘barrier-free” passages, which takes up 64% of the total.

 

Self- service makes people comfortable and convenient

 

It is one of the major tasks of CCB to enlarge their finance auto-services and promote the payment environment construction for Olympic Games. Up to now, CCB has over 25000 automatic teller machines (ATM) and 3000 self-service banks. More ATMs and cash withdrawal/deposit integrative machines have been put on the market in 2008 to meet the need of the Olympic co-host cities and major tourist areas. In addition to the present 100 functions, C-E bilingual services, functions of no card deposits, fund trading, remote transfer, telephone payment have been increased.

 

On May 8, CCB initiated the first drive-in ATM. Cooperated with Bank of America, it has also provided free Cash Disbursement Service, and its banking holders enjoy cost free services in 18500 ATMs worldwide distributed by Bank of America, and the Debit card and ATM holders of Bank of America can also enjoy the same services at over 25000 CCB foreign currency Cash Disbursement ATMs.

 

In accordance to the deployment of the relative national department concerned on standardized payment environment construction for Olympic Games, CCB has further improved the convenient and efficient networks of bank cards acceptance function and to ensure that there will be a wide coverage of over 90% designated merchants who offer domestic and foreign currency cards acceptance function system, ATM is equipped with functions of foreign currency cash withdrawal and transaction enquiry in the key service areas of the Olympics.

 

CCB has further optimized foreign currency receiving systems, so as to facilitate all the ATMs and cash withdrawal/deposit integrative machines at cross platform management with the function of foreign currency withdrawal. It is required that all the equipment in line with the requested conditions throughout CCB provide foreign currency cash withdrawal business. CCB has further improved the management on installing of ATMs in the well-known scenic spots and Olympic host cities, has increased the distribution of equipment from the line, paying particular attention to places like tourist attractions, transportation stands, urban transport hubs with large visitors flowrate and more potential target customers. Trainings have been conducted in CCB to train the foreign currency card franchised merchants to use the card and to prevent and deal with problems in transaction, and to help staff in frontline and 95533 attendants to have a good command of the business so as be able to guide the customers to operate on ATM.