“洋”客户领卡记：兴业银行的暖心服务密码

Core Insights - The article highlights the proactive customer service approach of Industrial Bank's Nanjing branch in assisting foreign clients, exemplified by the case of Mr. Roger from France who faced difficulties retrieving his swallowed ATM card [1][3][5] - The bank's response aligns with the Chinese government's initiative to enhance payment services for foreign visitors, showcasing a commitment to improving the overall payment experience [5] Group 1: Customer Service Enhancement - The Nanjing branch staff, particularly teller Tang Pu, demonstrated exceptional customer service by quickly addressing Mr. Roger's needs in English, which eased his anxiety [1][3] - The bank implemented a multi-faceted verification process to ensure the security and accuracy of the card retrieval, reflecting a balance between customer service and risk management [3][5] Group 2: Regulatory Compliance and Service Optimization - Following the State Council's directive in March 2024 to optimize payment services, the bank has actively upgraded its service system across various dimensions, including cash usage, mobile payments, and acceptance of foreign cards [5] - The bank's approach emphasizes the creation of warm and accessible payment service scenarios, enhancing the experience for international clients and fostering a positive perception of China's payment environment [5]