Regular Visit to Clients Required for Senior Management

Bank of China has required its senior management at the Head Office to visit its clients regularly and to serve in turn as duty manager in the business hall. This is to enhance the "client-oriented and service-based" management mission and to provide clients with satisfactory services, echoing their feedbacks.

The notice issued recently has required the Bank's senior management (including the top management) to visit their customers at least once every year, in order to clarify and meet the clients' demand for the Bank's products and services. By studying these feedbacks with related departments, they shall write to the Executive Office a special report on measures for improving the products and services.

The senior management (including the top management) is also required to serve in turn as duty managers in the business hall of the Head Office, and their duty includes: serving as business consultant to customers, helping to direct the crop of customers popping up at times, supervising and helping the stuff tackle special or thorny business matters, terminating customers' complaints and eventualities, promoting new financial products, collecting feedbacks from customers and markets, and helping to settle the business problems unlikely to be solved by a consultant on his own.

The notice also stresses, the senior management (including the top management), before going to the post of duty manager, shall read the points for post attentions carefully, learn about the different lines of business and take the training beforehand. The objective of setting up the system is to enhance the quality of counter services, provide clients with high quality financial services, build up a good enterprise image, and improve the clients' satisfaction.