Core Points - The incident at CCB Zibo Yanshan Branch highlights the importance of customer service in resolving unexpected issues like unauthorized deductions [1][2] - The staff's proactive approach and effective communication played a crucial role in calming the customer and facilitating the refund process [1][2] Group 1 - The customer, an elderly woman, experienced unexpected deductions from her account and sought assistance at the bank [1] - The bank staff quickly identified the source of the deductions as insurance fees from Zhong An Insurance and helped the customer recall her previous actions that led to the charges [1] - The branch manager assisted the customer in contacting the insurance company, leading to a successful refund after thorough communication [1] Group 2 - The customer expressed immense gratitude towards the bank staff for their support, emphasizing the value of having reliable assistance during financial issues [2] - The incident illustrates that quality financial services extend beyond efficient transactions; they also involve being a dependable support system for customers in need [2] - CCB Zibo Yanshan Branch's actions reflect the principle of "finance for the people," showcasing a commitment to customer care and financial security [2]
建行淄博颜山支行：追回的是款项，守护的是信任