Qi Lu Wan Bao·2025-09-12 03:13Core Viewpoint - The article emphasizes the commitment of China Merchants Bank to provide "extreme service" that combines standardization with warmth, particularly focusing on the elderly clientele in Jinan branch [1] Group 1: Service Initiatives - The Jinan branch implements a range of thoughtful services for elderly customers, including the provision of magnifying glasses and personalized assistance [1] - The bank has designed a priority queuing system and encourages communication in local dialects to enhance customer experience [1] Group 2: Customer Stories - A 60-year-old customer urgently needed to withdraw 10,000 AUD for a train, and the staff coordinated with nearby branches to fulfill the request, demonstrating quick response and customer-centric service [2] - The bank's staff not only facilitated the cash withdrawal but also personally drove the customer to the train station to ensure they made their departure on time [2] Group 3: Fraud Prevention - A case involving a 66-year-old customer raised red flags when a sudden transfer was detected, leading staff to investigate and uncover potential fraud [3][4] - The bank collaborated with anti-fraud authorities to intercept a scam targeting elderly individuals, showcasing their proactive approach to customer safety [4] Group 4: Handling Unique Situations - An elderly customer brought in fire-damaged coins for exchange, and the staff patiently sorted and processed the coins, demonstrating exceptional care and attention to detail [5][6] - The successful exchange of the damaged coins highlighted the bank's commitment to treating customer concerns with importance, reinforcing their "customer-first" philosophy [6]