Core Insights - The recent upgrade of the social security card system has led to a significant influx of customers at the Bank of China Dongying Shengda Branch for the third-generation card replacement service [1][2] - The branch has implemented a "special window + home service" initiative to enhance customer experience, particularly for elderly clients who may face mobility and communication challenges [1][2] Group 1 - The bank has established a dedicated "social security card replacement window" to streamline the process, reduce waiting times, and ensure quick service for customers [1] - The special window is staffed by experienced customer service managers and equipped with facilities such as reading glasses and magnifying glasses to assist elderly clients [1] - Customer service managers are trained to communicate effectively with clients who have hearing difficulties and provide hands-on assistance for those who struggle with signing [1] Group 2 - The bank has extended its services by offering home visits, where customer managers bring portable equipment to assist clients with card collection and replacement at their homes [2] - The home service includes comprehensive support, from information collection to card activation, along with educating clients about new card features and fraud prevention [2] - The bank emphasizes strict adherence to information security management throughout the service process, ensuring customer data is handled safely and securely [2] Group 3 - The combination of efficient service at the special window and compassionate home visits has alleviated the pressure of the card replacement peak and reflects the bank's commitment to "finance for the people" [2] - The bank plans to continue innovating its services to provide more professional and caring financial solutions for elderly clients, ensuring they feel the warmth and strength of financial services [2]
建行东营胜大支行：“专窗+上门”消保服务暖人心