Jiang Nan Shi Bao·2025-11-25 08:23Core Insights - The article highlights the importance of effective customer service and proactive marketing in the banking industry, demonstrating how a complaint can be transformed into a business opportunity [1][2][3] Group 1: Customer Interaction - A customer, Mr. Zhang, experienced issues with his savings card due to the bank's fraud monitoring system, which flagged his account for multiple small online transactions [1] - The bank's lobby manager handled the situation by empathizing with Mr. Zhang and explaining the necessity of the fraud prevention measures, which helped to calm his frustrations [1][2] Group 2: Marketing Opportunity - After addressing Mr. Zhang's concerns, the lobby manager identified his frequent online spending habits and introduced a credit card product that offered benefits suitable for his needs, such as cashback and discounts on major e-commerce platforms [2] - Mr. Zhang showed interest in the credit card and successfully applied for it, expressing gratitude for the manager's professional service, which turned a negative experience into a positive outcome [2] Group 3: Service and Marketing Integration - The article emphasizes that high-quality service and effective marketing are complementary, suggesting that customer complaints can reveal new business opportunities [3] - It advocates for maintaining a positive attitude and using effective communication to achieve empathy with customers, thereby converting potential crises into opportunities for service and marketing integration [3]