Core Viewpoint - The incident at CCB Jinan Portxing Branch highlights the bank's ability to transform a potential service crisis into an opportunity for customer recognition through effective communication and understanding of customer needs [1][2] Group 1: Incident Overview - A couple urgently requested to withdraw 100,000 yuan in cash, which had just been transferred to their account without prior appointment, leading to a tense situation at the bank [1] - The bank staff, adhering to anti-fraud regulations, engaged with the customers to understand their urgent need, which was initially met with frustration and loud complaints [1] Group 2: Resolution Process - The bank team, recognizing the urgency of the situation, guided the couple to a quieter area to calm them down and understand the real purpose of the cash withdrawal [1] - Upon learning that the funds were needed for a court-ordered payment due to a lawsuit failure, the bank staff proposed a direct transfer to the plaintiff's account as a more efficient solution [1][2] Group 3: Customer Response - After the resolution, the couple expressed regret for their initial behavior and thanked the bank staff for their understanding and assistance [2] - The incident exemplified the bank's commitment to compliance and customer-centric service, showcasing their high service standards and humanistic care [2]
建行济南港兴支行：温暖服务，化解矛盾