Jiang Nan Shi Bao·2025-10-27 07:38Core Viewpoint - The Industrial and Commercial Bank of China (ICBC) Nantong Branch is enhancing consumer rights protection and improving customer financial service experience through a comprehensive approach focusing on financial knowledge promotion, service optimization, and risk prevention [1][2]. Group 1: Financial Knowledge Promotion - The branch is conducting targeted educational campaigns tailored to different customer demographics, such as elderly clients and youth, to raise awareness about financial fraud prevention and personal information protection [1]. - Initiatives include setting up consumer protection information corners in branches, distributing brochures, and utilizing online platforms like WeChat and Douyin to disseminate consumer protection tips [1]. Group 2: Service Process Optimization - A dedicated "Consumer Rights Protection Window" has been established to address customer inquiries, complaints, and suggestions in a one-stop manner, ensuring efficient service delivery [2]. - The branch is improving communication during financial transactions by using clear language to explain risks and responsibilities, thereby eliminating ambiguous marketing practices [2]. - Special services are provided for clients with mobility issues, including home visits for account activation and password resets, ensuring accessibility [2]. Group 3: Risk Prevention and Dispute Resolution - A mechanism for risk prevention and dispute resolution has been implemented, focusing on proactive measures, real-time handling, and post-resolution analysis [2]. - Staff training is regularly conducted to enhance customer-centric service awareness and minimize service errors [2]. - A rapid response team for consumer disputes has been established, ensuring that customer issues are addressed within 24 hours and solutions provided within three working days [2].