暖心服务跨越“数字鸿沟”适老实践显金融温度

Core Viewpoint - The CCB Xingde Technology Branch prioritizes the needs of elderly customers by implementing a series of considerate measures, including facility optimization, attentive service, and knowledge dissemination, embodying the concept of "finance for the people" Group 1: Facility Adaptation - The branch has made various adaptations to enhance accessibility for elderly customers, such as installing a wheelchair-accessible ramp at the entrance and providing amenities like love seats, reading glasses, emergency wheelchairs, and first aid kits within the branch [1] - These hardware upgrades aim to create a safe and convenient service environment for elderly clients [1] Group 2: Service Enhancement - To improve the professionalism of elderly services, the branch conducts regular training sessions that simulate common scenarios where elderly customers may struggle with digital banking, such as using smart ATMs or reading screen text [2] - Employees are trained to guide elderly customers in simple language and at a slow pace, helping them learn to use mobile banking for basic functions like inquiries and payments, thereby bridging the "digital divide" [2] Group 3: Knowledge Dissemination - The branch engages in financial knowledge dissemination activities through community outreach and in-branch initiatives, educating elderly customers about common scams and financial safety [2] - Employees use relatable language to explain fraudulent tactics, such as impersonating family members for money or false investment schemes, while also promoting sound financial management practices to protect their retirement funds [2] - The branch emphasizes that quality financial services should not leave elderly customers behind but rather cater to their unique needs and pace, ensuring they can share in the benefits of financial development [2]