特事特办显担当，温情服务暖人心

Group 1 - The case illustrates the bank's "customer-centric" service philosophy, emphasizing the importance of prioritizing customer needs, especially for vulnerable groups like the elderly and disabled [2] - Bank employees are encouraged to actively provide care and convenience, utilizing various methods such as green channels, home services, and remote consultations to meet financial needs [2] - The bank's commitment to being a reliable partner is reinforced through practical actions that demonstrate their dedication to customer service [2] Group 2 - The incident involved a 90-year-old customer who faced difficulties accessing her account due to a forgotten password, highlighting the challenges faced by elderly clients [1] - The bank staff responded promptly by initiating a special service process, including home verification to assist the customer in resetting her password and completing her cash withdrawal [1] - The customer expressed gratitude for the efficient and professional service provided by the bank staff, showcasing the positive impact of attentive customer service [1]