Customer-centric – improving service quality

BHG - That is the core strategy that Agribank Yen Minh District Branch has focused on implementing in recent times to create a strong transformation, innovate service methods, modernize and get closer to customers.

Currently, Agribank Yen Minh District Branch has 11,214 customers, of which 9,840 are deposits and 1,374 are loans. Implementing a customer-centric strategy, the branch has adopted many innovative solutions for effective implementation, especially digital transformation and development of a digital banking ecosystem. At the same time, standardizing processes, reducing procedures - increasing experience and professionalism in service. Loan approval time is shortened thanks to automatic applications, creating favorable conditions for individual customers and rural businesses.

Agribank Yen Minh staff provide credit advice and introduce products and services to people.

Comrade Pham Viet Cuong, Director of Agribank Yen Minh District Branch said: With the strong development of technology, digital transformation, promoting cashless payment is an inevitable trend, an important driving force in building a transparent and sustainable economy . In recent times, the branch has focused on building a modern infrastructure system, continuously updating and upgrading features to promote cashless payment, encouraging customers to use QR Code, e-wallet, contactless card, card payment acceptance devices at points of sale. In addition, we have increased support for customers to make electronic payments for public services; promoted the popularization of electronic payments in rural, remote and isolated areas to help people easily make transactions anytime, anywhere.

Identifying that each customer coming to transact not only needs to be served quickly but also needs to feel respected and dedicated. Therefore, in addition to improving processes and shortening procedures, the branch always attaches importance to the attitude and service skills of staff and employees towards customers. Being a difficult area, the people's qualifications are not uniform, the staff is always ready to support operations on the phone, guide how to register for digital services or cashless transactions. In parallel with developing products and services, the branch actively deploys solutions to enhance security and ensure transaction safety through promoting the conversion of magnetic cards to chip cards, installing biometrics via VneID on Agribank Plus. To date, the number of active Agribank Plus registered accounts in the area is 10,725; biometric authentication has been successful for 7,404 customers and the conversion of magnetic cards to chip cards has reached over 99%.

With a consistent customer-centric orientation, Agribank Yen Minh District Branch continuously invests in upgrading infrastructure, improving transaction space, creating favorable conditions for people to access modern banking products and services. In addition to operating at the head office, staff also go to communes and towns to meet, grasp information, and consult on-site banking products and services for customers. Diversify forms of product and service promotion at agencies, units, information on social networks, leaflet distribution... The branch also assigns specific product and service development targets to each individual and department; arranges competent staff with knowledge of products and services to support customers.

With many efforts, Agribank Yen Minh Branch is considered one of the leading units in customer care and digital transformation; affirming the effectiveness of taking customers as the center in Agribank's service development strategy. Continuing to improve service quality, in the coming time, the branch will further promote the application of digital technology , diversifying products and services suitable for each customer group. Strengthening skills training for staff, building a professional and dedicated service culture, bringing the best experience to customers.

Article and photos: PHAM HOAN

Source: https://baohagiang.vn/kinh-te/202506/lay-khach-hang-la-trung-tam-nang-tam-chat-luong-dich-vu-05871a7/