Core Viewpoint - The successful handling of a complex historical banking transaction by the Dongying Shengda Branch of China Construction Bank highlights the bank's commitment to customer service and its ability to manage intricate processes with professionalism and empathy [1] Group 1: Customer Service Excellence - A customer presented old, non-real-name deposit certificates that had been kept for nearly thirty years, which posed a significant challenge due to their outdated status and the complexity of processing [1] - The branch initiated a "special business care channel" to address the customer's needs, demonstrating a proactive approach to customer service [1] - The staff provided continuous support throughout the four-hour process, ensuring the customer felt valued and informed, which ultimately led to a successful withdrawal of the funds [1] Group 2: Professional Capability - The bank's team, including experienced tellers and operations supervisors, worked closely to verify historical records and comply with regulatory requirements, showcasing their expertise in handling complex transactions [1] - The successful resolution of this case not only reflects the bank's professional capabilities but also reinforces its service philosophy of being customer-centric [1] Group 3: Building Trust and Reputation - The heartfelt gratitude expressed by the customer underscores the importance of personalized service in building trust and loyalty [1] - The incident has contributed to enhancing the branch's reputation and credibility in the community, demonstrating the value of human touch in financial services [1]

近日，一位老年客户携带双人证件至网点，表示要将其丈夫名下的存款取出用于家庭开支。大堂经理接 待时按惯例询问客户是否清楚存单密码时，客户表示该存单为街道尚统一发的，无密码，其询问了邻 居，表示只要带双方证件便可到网点办理。 大堂经理耐心解释，表示存单为街道统一发的，现需要本人至就近网点办理存单激活，给存单设置密 码，便可由他人代为办理支取，如若无密码，无法办理。大堂经理询问客户丈夫是否方便至网点办理 时，客户突然大怒："我有双人证件，我们是一家人，银行必须办理。" 大堂经理及现场主管立即安抚客户，再次耐心解释我行制度流程，对其中存在的风险点也进行了剖析， 客户稍有缓和，表示其丈夫因过年期间生病刚出院，最近天气又刮风且早晚温差大，为身体着想，近期 暂不方便出门。得知客户情况特殊后，现场主管立即表示，网点可上门核实本人意愿，核实无误后，再 由其带双人证件至网点办理。 客户表示近期等着这笔钱用于家庭开支，事出紧急，考虑到客户的特殊情况，网点立即协调人员带客户 回家办理，亲见签名，亲自核实。 不一会儿，客户再次出现在网点。为避免客户的长时间等待，现场主管先安排客户在低柜办理了存单激 活手续，再引导客户至高柜办理了存单支 ...