业务办理完成后，老人从那个布包里小心翼翼地掏出一包糖果，递给小李说："你们这些年轻人真好， 像我的孙辈一样亲切。"这一刻，小李心里涌起一股暖流，服务的含义在得到升华。 9月20号早晨，一位老人缓缓走进了农行济南张夏支行。大堂经理小李快速迎上前去，轻声询问他的需 求。原来他是来办理一笔定期存款支取业务的，但因为年事已高，视力不佳，连签名都显得吃力。看到 他颤抖的手和略显焦虑的表情，小李立刻请他坐下，并为他倒了一杯温水。 接下来的半小时里，小李陪同老人协助他一步步完成相关手续，把每一项金额读出来，让老人听后核对 好，确保他完全理解后再进行下一步操作。整个过程虽然比平时要慢很多，但小李始终保持着微笑和耐 心。 张夏支行用行动诠释"以客户为中心"的服务理念；用真心、诚心和耐心对待每一位客户。 这包糖果，或许在别人眼里微不足道，但它对银行工作人员来说，是一种最真实、最纯粹的认可。它提 醒着，金融服务不仅是数字与流程，更是情感与责任的连接。 银行每天面对的是形形色色的客户，有时可能有急躁、有疑惑、有无助，但只要我们多一点耐心、多一 句问候、多一次主动的帮助，就能让他们感受到不一样的温度。 ...

"真是太感谢你们了，没想到这么快就上门帮我办好了银行卡，解决了我的大麻烦！"9月12日，在济南 一家医院住院的市民王大娘对农行济南滨河支行的两名工作人员连声道谢。 接到求助后，银行工作人员第一时间核实情况，确认王大娘符合上门服务的条件。随后，两名工作人员 携带移动办公设备和业务办理材料，按照约定时间来到医院。在病房内，工作人员严格按照业务办理规 范，一边耐心指导王大娘核对信息、签署单据，一边细致地讲解后续用卡注意事项。全程操作规范、流 程清晰，仅用20分钟就完成了银行卡开户的全部手续，并当场将办好的银行卡交到王大娘手中。 "客户的需求就是我们的责任，尤其是对行动不便的特殊客户，上门服务不仅是工作要求，更是金融服 务温度的体现。"银行工作人员表示。此次上门服务，不仅解决了市民的燃眉之急，也让市民感受到了 金融服务的便利与温暖，用实际行动诠释了"以客户为中心"的服务理念。 当天上午，滨河支行的客服热线接到王大娘家属的求助电话。家属表示，王大娘因突发疾病住院治疗， 急需一张银行卡用于接收医疗报销款项和亲友转账，但卧病在床无法亲自到网点办理，尝试多种方式后 仍无进展，无奈之下只好向银行求助。 ...

"您是要取 2000 元吗？""这是您的现金和银行卡，请收好。" 近日，在建行菏泽曹州支行的柜面窗口， 一场特殊的业务办理正在进行——柜员没有用声音沟通，而是拿起笔在便签纸上一笔一画写下文字，与 耳背的张大爷顺利完成了取款业务。这幕无声的服务，不仅高效解决了客户需求，更让在场人员深切感 受到金融服务的细腻温度。 当天上午，78 岁的张大爷来到该行办理取款业务。走到柜面后，张大爷几次侧身靠近窗口，努力想要 听清柜员的询问，却因听力不佳，始终没能准确理解业务办理的引导。柜员敏锐地发现了张大爷的困 扰，没有丝毫急躁，立即从抽屉里拿出提前备好的便签纸和笔，工整写下 "您好，请问您需要办理什么 业务？"，轻轻递到窗口前。看到清晰的文字，张大爷紧绷的神情瞬间放松，露出安心的笑容，随后用 手势配合简单的口型，向柜员表达了 "取款 2000 元" 的需求。 整个业务办理过程仅用了 5 分钟，高效又顺畅。张大爷拿到现金和银行卡后，特意接过便签纸和笔，认 真写下 "谢谢小伙子，你太有耐心了"，还隔着窗口对着柜员郑重竖起了大拇指。"以前总担心耳背办业 务麻烦，怕给人家添麻烦，今天一点都没费劲，心里特别暖和。" 事后，张大爷在与该行 ...

Core Viewpoint - The article highlights a specific instance of customer service excellence at CITIC Bank's Taiyuan branch, showcasing the bank's commitment to addressing customer needs effectively and efficiently in the context of damaged currency exchange [1] Group 1: Customer Service - CITIC Bank's Taiyuan branch successfully handled a challenging situation involving a customer with a large bag of damaged coins and banknotes, demonstrating their proactive approach to customer service [1] - The bank staff implemented a special processing procedure to minimize disruption to other customers while addressing the issue, reflecting a customer-centric service philosophy [1] - The staff worked collaboratively, with specific roles assigned to ensure the efficient counting and assessment of the damaged currency, which took nearly three hours to complete [1] Group 2: Service Philosophy - The incident illustrates CITIC Bank's commitment to a customer-first service philosophy, aiming to alleviate customer concerns and enhance the banking experience [1] - The bank plans to continue optimizing service processes and improving the convenience and quality of cash payment services for customers [1] - The successful resolution of this situation not only met the immediate needs of the customer but also strengthened the relationship between the bank and its clientele [1]

近日，一场突如其来的大雨席卷莱阳，阴沉的天空下，豆大的雨点密集砸落，溅起浑浊的水花。就在这 时，一位神色焦急的母亲抱着孩子匆匆冲进建行烟台莱阳文化路支行的大厅，母女俩被雨水打了个措手 不及，脚步慌乱不已。 孩子被淋湿的头发紧紧贴在额头上，小脸冻得红扑扑的，嘴里不时发出小声的哭闹，那委屈又无助的模 样，让人看了心生怜悯。工作人员第一时间注意到了这对母女，她立刻停下手中的工作，快步走向便民 箱，熟练地取出干毛巾和几张色彩鲜艳的儿童贴纸。 工作人员蹲下身来，与孩子平视，脸上挂着温和亲切的笑容，轻声哄道："宝贝看，这个小猫贴纸送 你，多可爱呀！等雨停了咱们再回家好不好？" 孩子被贴纸上漂亮的图案吸引，渐渐停止了哭闹，好奇 地盯着贴纸，眼神里满是惊喜。工作人员趁机用干毛巾轻轻擦拭孩子头上和脸上的雨水，动作轻柔又细 心。 随后，工作人员接了一杯热水，小心翼翼地端到母女面前，温柔地说："快喝点热水暖暖身子，别着凉 了。" 母亲接过热水，手微微颤抖，眼中满是感激。工作人员又转身走到伞架旁，精心挑选了一把质量 较好的折叠伞递给母亲："这把伞您先用着，下周带回来就行，别担心，我们相信您。" 母亲接过伞，眼眶瞬间红了，泪水在眼眶里 ...

Group 1 - The article highlights a heartwarming scene at the CCB Heze Longdu Branch, where a customer brought over a thousand one-yuan coins for exchange, showcasing the bank's commitment to customer service [1][2] - The bank staff demonstrated high responsibility and professionalism by patiently counting the coins, reflecting the "customer-centric" service philosophy [1][2] - The customer, who runs a small business, was initially apprehensive about the acceptance of so many loose coins but was pleasantly surprised by the bank's willingness to assist [1][2] Group 2 - After the meticulous counting process, the customer received the exchanged paper bills and expressed gratitude for the excellent service provided by the bank staff [2] - The CCB Heze Longdu Branch aims to continue enhancing service quality and maintaining a customer-focused approach, ensuring that every customer feels valued and cared for [2]

Core Viewpoint - The article highlights the commitment of Agricultural Bank of China (ABC) to customer service, showcasing a specific instance where staff went above and beyond to assist a customer with counting a large amount of change, reflecting the bank's "customer-centric" philosophy [1][3]. Group 1: Customer Service - ABC's Jinan Chacheng Branch emphasizes a "customer-first" service approach, treating every transaction as an opportunity to convey warmth and responsibility [1]. - A customer, a local market vendor, expressed concern about the inconvenience of counting a large amount of change, but the staff assured him that assisting customers is their duty [3]. - The staff dedicated significant time and effort to count the coins, even missing their lunch break, demonstrating their commitment to providing attentive service [3]. Group 2: Company Values - The actions of the staff in counting the change exemplify ABC's respect and care for every customer, reinforcing their service philosophy of "customer first, consistent service" [3]. - The bank aims to continue delivering high-quality, efficient, and considerate services, ensuring that the warmth of financial services reaches every corner [3].

Core Viewpoint - The article highlights the exemplary customer service provided by the staff at the CCB Jining Cultural East Road Branch, showcasing their commitment to a customer-centric approach during a critical situation [1][2]. Group 1: Customer Service Excellence - A middle-aged woman urgently needed a credit certificate for her child's study abroad, prompting immediate assistance from the staff despite it being during their lunch break [1]. - The staff member quickly reassured the customer and took proactive steps to resolve the issue, demonstrating empathy and professionalism [1]. - The customer expressed deep gratitude upon receiving the certificate, acknowledging the staff's dedication and service quality [2]. Group 2: Commitment to Customer-Centric Philosophy - The actions of the CCB Jining Cultural East Road Branch staff exemplify the bank's "customer-first" service philosophy [2]. - The bank aims to continue motivating employees to provide warm and professional service, enhancing customer experiences and building positive financial service stories [2].

Core Points - A heartwarming story unfolded at the CCB Linyi Jiexixi Branch, where a senior customer accidentally left behind 10,000 yuan in cash after a withdrawal, highlighting the bank's commitment to customer service [1] - The bank staff quickly initiated an emergency response to locate the customer, demonstrating their professionalism and efficiency in handling the situation [1] - The incident showcases the financial institution's "customer-centric" service philosophy, emphasizing the importance of maintaining effective communication with elderly clients [1] Summary by Sections - Incident Description - An elderly customer left 10,000 yuan in cash at the bank after a hurried withdrawal, which was discovered by the staff during routine checks [1] - The staff reported the situation to the branch manager, who reviewed surveillance footage but faced challenges due to incomplete customer information [1] - Emergency Response - The bank activated an emergency plan, collaborating with local police to retrieve the customer's family information [1] - After several attempts, the staff successfully contacted the elderly customer through their family, ensuring the cash was returned [1] - Customer Reaction and Future Actions - The elderly customer expressed deep gratitude upon receiving the cash, praising the bank for its responsibility and efficiency [1] - The branch manager indicated plans to enhance information maintenance for elderly clients and encourage them to provide valid contact details for future assistance [1]

Core Viewpoint - China Life Insurance Beijing Branch emphasizes a people-centered approach, focusing on consumer rights protection and enhancing service quality to meet the needs of the public [1][8]. Service Channels - The company has developed a comprehensive service system that integrates online and offline channels, allowing customers to access services easily through various platforms [2][3]. Online Services - The launch of the Life Insurance APP enables customers to handle most service requests online, with a projected 860,000 services provided through the app in 2024 [3]. Claims Service - In 2024, the company processed approximately 848,800 claims with a payout amount of 1.185 billion yuan, achieving a claim approval rate of 99.81% [4]. Intelligent Services - The company has expanded its customer contact points with intelligent services, including voice navigation and online customer service, to meet diverse customer needs [5]. Value-Added Services - A new "butler-style service system" for VIP clients will be introduced by 2025, offering specialized services in health, lifestyle, legal, and insurance management [6]. Elderly Services - The company has implemented a dedicated hotline and simplified app version for elderly clients, ensuring they receive priority service and support [7]. Consumer Protection - The company has established a standardized consumer protection mechanism and achieved a top-level rating in consumer rights protection evaluation for 2024 [8]. Service Experience - The company has created 13 demonstration service outlets and implemented ten warm-hearted services, achieving a customer satisfaction rate of 99.99% [9]. Future Outlook - The company aims to enhance its core competitiveness and service capabilities, adhering to a customer-centric philosophy to meet the public's aspirations for a better life [10].