1. In terms of knowledge accumulation, my major in school is XX. At school, I got excellent grades, not only XXXX, but also good communication skills. I applied for XX of ICBC, and my basic job is interpersonal communication. I have an advantage in this respect. I can learn relevant professional knowledge better and faster at work and improve my business ability.
2. I am cautious and steady, and I do things carefully. I have formed the habit of doing things seriously in my daily life. The work of ICBC will deal with a lot of figures and money, which will inevitably require staff to have a careful and cautious work style, which will help them adapt to the working atmosphere of ICBC as soon as possible.
To sum up, I applied for ICBC after careful consideration. If I am lucky enough to be admitted, I will strive to improve myself, exercise my business ability and do things for the unit and the people.
In an incident, it is obvious that the customer did something wrong, but the customer always thinks it is your fault. What should you do? . .
Answer prompt: (1) First of all, I will keep calm. As a staff member, it is normal to encounter all kinds of problems at work. The key is how to identify, respond positively and handle properly. (2) Secondly, I will reflect on the reasons why customers are not satisfied. One is to see if it is really thoughtless to solve the problem, the other is to see if the customer doesn't know the relevant service regulations and puts forward requirements beyond the regulations, and the third is to see if the customer knows the relevant regulations but the requirements are unreasonable. (3) Take corresponding countermeasures according to the reasons. If it is really thoughtless, make reasonable arrangements according to the service regulations and explain it clearly to customers; If the misunderstanding is caused by the customer's ignorance of the policy, I will give him a further explanation to eliminate his misunderstanding; If the customer's requirements are not in line with the policy, I will clearly point them out to him. (4) Third, I will explain the handling of the whole matter to the leader, hoping to get his understanding and support. (5) I won't lose my enthusiasm and enthusiasm for work because of customers' complaints to me, but I will always keep in mind the purpose of serving customers and strive to become an employee who is trusted by leaders, assured by the company and satisfied with customers as soon as possible.