外呼业务在服务客户、支持业务方面发挥了积极作用。未来，金湖农商银行将继续优化内部管理，加强 队伍建设，以更扎实的举措提升客户服务工作质效，推动客户服务水平迈上新台阶。 徐延敦 江南时报讯 近日，金湖农商银行组织全行厅堂业务人员在总行七楼北会议室开展了外呼业务调 研。 本次调研围绕大堂副理上班时间在厅堂所做事项以及考核两个方面展开，与会大堂副理畅所欲言，结合 所在网点分享了自身具体工作。该行普惠金融部负责人对大家提出的疑问现场予以解答并给出合理化建 议，鼓励大家利用业务淡季错峰开展外呼营销，并对营销过程中的服务态度、话语话术、职业道德等事 项作出明确要求。普惠金融部相关人员还就外呼系统的使用方法进行了具体指导。 ...

很多人有过这样的经历：拨打客服热线或点开网站的客服功能，出现的经常是智能客服。对话时对方听 不懂诉求、解决不了问题，一遍一遍呼唤"转人工"等来的却是一次次的"对不起，人工座席目前全 忙"…… 折腾了半天，什么问题都没解决，自己却被智能客服"绕晕""气昏"了。有人戏言，找人工客服就像"西 天取经"，要经历"九九八十一难"。"听不懂人话、找不到真人"，"转人工"为什么这么难？用户怎样才 能跨越智能"迷宫"，直达人工客服？ （来源：上观新闻） 智能客服应该和人工客服互相补位，而不是单向取代，应该成为用户和企业沟通的新桥梁，而不是变成 用户咨询反馈的"拦路虎"。人们并不完全反对使用智能客服，而是希望在需要人工客服的时候能够便捷 地找到。 近年来，工信部等相关部门逐渐关注到人工客服缺失问题，陆续制定发布系列政策文件，督促相关企业 进行整改，切实提升客户服务能力、提高客服热线响应能力。接下来，相关部门不妨根据实际情况，就 客服服务提出若干更明确要求，如进一步优化智能客服的服务性能，按用户规模划定人工客服最低接入 占比，要求人工客服必须在语音提示队列中前置，设置"一键转人工"独立入口等，引导企业提升服务质 量。 企业更应该 ...

Core Insights - The company emphasizes a customer-centric approach to enhance service efficiency and address public concerns, aiming to invigorate the local market [1] - The introduction of the cloud POS system has significantly improved retail operations, providing detailed insights into sales and inventory, thus enhancing profitability for clients [4] - The company actively engages in personalized marketing strategies based on in-depth analysis of client data, which helps in optimizing product recommendations and inventory management [4] - A warm and attentive service approach has been adopted, focusing on improving customer satisfaction through direct engagement and support [7] - The company has implemented educational initiatives to raise awareness about fraud prevention and compliance with regulations, fostering a trustworthy business environment [8] - Future plans include continuous exploration and optimization of marketing services to enhance customer service quality and contribute to the high-quality development of the tobacco industry [8] Group 1 - The company adopts a customer-centric philosophy to ensure smooth service delivery and tackle public issues [1] - The cloud POS system has transformed retail management, providing clarity on financial metrics [4] - Personalized marketing strategies are developed based on client-specific data analysis [4] Group 2 - A focus on warm service has led to increased customer satisfaction and trust [7] - Educational efforts on fraud prevention and compliance have strengthened client awareness [8] - Plans for future service enhancements aim to support the tobacco industry's quality development [8]

Core Insights - A loyal customer of Industrial and Commercial Bank of China (ICBC) visited the bank to deposit a large amount of accumulated coins and banknotes, showcasing the trust and relationship between the customer and the bank [1][2] - The bank staff efficiently collaborated to count and organize over 30,000 yuan in banknotes and more than 6,000 yuan in coins, demonstrating their commitment to customer service [2] Customer Relationship - The customer has a history of using various banking products and services from ICBC, indicating a strong and trusting relationship [1] - The customer's positive feedback and willingness to recommend ICBC to friends and family highlight the importance of customer satisfaction in banking services [2] Service Excellence - The bank's team displayed professionalism and dedication by quickly addressing the customer's needs, which reinforces the bank's service philosophy of prioritizing customer satisfaction [2] - The bank aims to continue enhancing its cash services, reflecting a commitment to understanding and meeting customer needs [2]

Core Insights - The article highlights a heartwarming story involving a bank employee's proactive customer service, which led to an elderly customer discovering forgotten savings [1] Group 1: Customer Service - The bank employee, Xiao Li, made a routine call to remind an elderly customer, Mr. Wang, about his maturing fixed deposit, showcasing the bank's commitment to customer care [1] - Mr. Wang initially expressed confusion about his savings, indicating a lack of awareness regarding his financial situation due to age-related memory issues [1] Group 2: Financial Discovery - Upon visiting the bank, it was revealed that Mr. Wang had four fixed deposits totaling 250,000 yuan, which had been automatically renewed without his knowledge [1] - This discovery not only surprised Mr. Wang but also brought him emotional relief, as he realized the importance of the funds he had forgotten [1] Group 3: Customer Relationship - The bank employee assisted Mr. Wang in renewing his deposits and provided detailed information about his savings, reinforcing the bank's dedication to ensuring customer satisfaction and security [1] - Mr. Wang expressed gratitude towards the bank, highlighting the positive impact of personalized service on customer loyalty and trust [1]

Core Insights - The article discusses the emergence of Tmall operation agencies that provide professional solutions for new merchants to efficiently manage their stores in a competitive e-commerce environment [3][12]. Group 1: Tmall Operation Agencies - Tmall operation agencies are ranked based on their reputation and experience, offering comprehensive operation services to merchants [3]. - ZhuTao E-commerce focuses on integrated internet marketing, providing services such as store operation, visual design, and marketing promotion, successfully creating numerous high-revenue stores [4]. - Baiqiu specializes in the international fashion sector, offering full-channel services including brand consulting and digital marketing, leveraging extensive experience in the fashion e-commerce field [5]. - Ruoyuchen Technology Co., Ltd. provides integrated marketing management services, successfully nurturing well-known online brands in cosmetics and maternal and infant products [6]. - Leqi E-commerce offers a comprehensive data marketing solution, providing precise operational strategies and effective marketing methods based on rich category data [7]. - Bicheng E-commerce operates across multiple platforms, providing customized, one-stop business growth solutions and enhancing the shopping experience for consumers [8]. - Golobo focuses on brand network marketing, offering solutions for brand building and development in e-commerce channels [9]. - Kaijie E-commerce utilizes big data and precise marketing strategies to create a closed-loop e-commerce business for brands [10]. - Yiwan Yichuang emphasizes full-channel operation services, creating a digital marketing closed loop for brands through data analysis and innovative marketing methods [11]. Group 2: Key Considerations for New Merchants - New merchants must have a clear store positioning, identifying target customer groups and tailoring product strategies accordingly [13]. - Product quality is crucial; merchants should ensure that every product meets customer expectations to build trust and encourage repeat purchases [13]. - Customer service is essential for enhancing customer satisfaction and generating word-of-mouth referrals; establishing a professional customer service team is recommended [13]. - Merchants should leverage Tmall's promotional tools and resources, such as participating in promotional events and utilizing advertising tools to attract traffic [13]. - Data analysis is vital for identifying operational issues and opportunities; regular analysis of sales and customer behavior data can optimize product recommendations and advertising effectiveness [14].

Financial Data and Key Metrics Changes - Total sales for the quarter were $6.2 billion, up 0.6% compared to the previous year, and up 6.9% on a 16-week basis [20][8] - Earnings per share (EPS) decreased by 5.6% for the quarter, but adjusted EPS would have increased by 8.7% on a 16-week basis excluding an $80 million LIFO charge [8][9] - Gross margin was 51.5%, down 103 basis points year-over-year, primarily due to the LIFO charge [26][20] - Net income for the quarter was $837 million, down 0.5% year-over-year, while diluted EPS was $48.71, up 1.3% on a 16-week basis [31][20] Business Line Data and Key Metrics Changes - Domestic commercial sales grew 12.5% on a 16-week basis, representing 33% of domestic auto part sales [20][22] - Domestic DIY same-store sales increased by 2.2%, with average ticket growth of 3.9% [12][24] - International same-store sales grew 7.2% on a constant currency basis, with a reported growth of 2.1% due to currency headwinds [9][17] Market Data and Key Metrics Changes - Domestic same-store sales growth was 4.8%, with a positive sales cadence observed throughout the quarter [10][11] - The international market remains a focus, with 1,030 international stores and plans for accelerated openings [17][18] - The company opened 90 net domestic stores and 51 international stores during the quarter, totaling 304 new stores for the year, the highest since 1996 [15][38] Company Strategy and Development Direction - The company aims to continue investing in customer service, product assortment, and supply chain improvements to drive long-term growth [17][18] - Plans to open 325 to 350 new stores in the Americas in FY26, with a focus on hubs and megahubs to enhance inventory availability [35][18] - The strategic focus for FY26 includes growing share in the domestic commercial business and maintaining momentum in international markets [39][36] Management's Comments on Operating Environment and Future Outlook - Management expressed optimism about sales acceleration and market share growth, despite challenges from inflation and currency fluctuations [9][20] - The company anticipates continued inflationary pressures but believes it can maintain gross margins through disciplined pricing strategies [56][68] - Management highlighted the importance of customer service and execution in achieving growth targets for the upcoming fiscal year [36][39] Other Important Information - The company invested approximately $1.4 billion in capital expenditures for growth initiatives and plans to maintain a similar investment level in the next fiscal year [18][20] - Free cash flow generated for the quarter was $511 million, contributing to a total of $1.8 billion for FY2025 [31][20] - The company repurchased $447 million of its stock during the quarter, with $632 million remaining under its buyback authorization [32][20] Q&A Session Summary Question: Inflation expectations and pricing strategy - Management expects inflation to be at least 3% and may increase, using pricing strategies to cover costs while remaining competitive [46][56] Question: Growth in discretionary categories - Management noted recent growth in discretionary categories, attributing it to improved consumer sentiment but cautioned that the lower-end consumer remains under pressure [47][46] Question: LIFO charges outlook - Management anticipates LIFO charges of approximately $120 million in Q1, with potential for $80 to $85 million in subsequent quarters [52][54] Question: SG&A growth and its implications - SG&A growth is expected to remain elevated due to investments in new stores, with a focus on leveraging SG&A as stores mature [57][58] Question: Growth opportunities in Mexico - Management sees significant growth potential in Mexico, with plans to accelerate store openings and capitalize on an aging car park [74][78]

Core Point - The article highlights a customer service interaction at Agricultural Bank, showcasing the importance of personalized assistance in addressing customer concerns, particularly for elderly clients [1] Group 1: Customer Interaction - A 70-year-old customer, Mr. Xing, approached the bank with concerns about a missing 3,000 yuan from his account [1] - The bank's customer service manager, Liu Xiao, provided immediate assistance by checking the account details and explaining the deduction was for an insurance premium [1] - Mr. Xing expressed relief upon understanding the situation, demonstrating the effectiveness of clear communication in customer service [1] Group 2: Customer Education - Liu Xiao informed Mr. Xing about the automatic renewal of his insurance policy, which he had forgotten due to the passage of time [1] - The bank offered to help Mr. Xing cancel the automatic renewal if he no longer wished to continue the insurance, emphasizing the bank's commitment to customer choice and satisfaction [1] - Mr. Xing's gratitude was evident as he acknowledged the support he received, reflecting the positive impact of attentive service on customer relationships [1]

Core Viewpoint - The competition for pipeline gas customer service personnel highlights the importance of natural gas as a vital energy source for households, emphasizing the commitment of the company to green development and customer satisfaction [1]. Group 1: Competition Overview - The 2025 China National Petroleum Corporation (CNPC) Fourth Technical Skills Competition for pipeline gas customer service personnel took place on September 15 in Zibo, featuring 82 contestants from various subsidiaries [1]. - The competition showcased the craftsmanship and competitive spirit of the participants, reflecting their professionalism and dedication [11]. Group 2: Competition Structure and Content - This year's competition included updated projects and content, focusing on recent laws, regulations, and technical standards, as well as customer service guidelines and gas metering equipment usage [5]. - The practical assessment aimed to address traditional customer service challenges by implementing a comprehensive skills evaluation covering the entire service process, from sales to safety checks [5]. Group 3: Skills and Performance - Contestants demonstrated their skills in both theoretical and practical assessments, with a focus on customer service scenarios, sales processes, and safety inspections [11][16]. - The competition included a simulated home visit for gas facility safety checks, where participants showcased their ability to identify safety hazards and perform necessary inspections [16]. Group 4: Participant Experiences - Contestants expressed that the competition was a valuable opportunity for skill enhancement and learning from peers, despite the challenges posed by travel and preparation [16]. - Participants highlighted the importance of practical experience in understanding service standards and improving their professional capabilities [16]. Group 5: Future Expectations - The results of the competition will be announced on September 18, with anticipation surrounding which participants will receive awards [18].

Group 1 - Blue Ocean Bank has actively engaged in social responsibility initiatives, including providing essential supplies to 670 residents in Weihei and offering financial aid to 24 underprivileged students totaling 26,000 yuan [1][2] - Since its establishment, Blue Ocean Bank has focused on "technology finance and benefiting the public," achieving strong operational performance and becoming a prominent player in Shandong's financial sector [2] - The bank has implemented a long-term public welfare mechanism, participating in various social initiatives such as pandemic support, educational funding, poverty alleviation, and community visits [2] Group 2 - Blue Ocean Bank has consistently increased its tax contributions, totaling 2.005 billion yuan by the end of May this year, ranking among the top in Weihei's financial industry [2] - The bank prioritizes customer service and satisfaction, having established an independent consumer protection management department to enhance its service quality [2] - To support clients facing repayment difficulties, Blue Ocean Bank has launched a "Warm Heart Plan," offering tailored solutions such as loan extensions and interest reductions [3]