Core Insights - The banking industry is facing the challenge of balancing "risk prevention" and "customer service" in the context of deep digital financial integration into daily life [1] Group 1: Account Risk Management - Cao Lijing from Peixian Branch proposed a "Fast, Accurate, Stable" strategy for account risk management, establishing an efficient and empathetic account management system [3] - The "Fast" aspect focuses on intercepting risks through intelligent monitoring systems that quickly identify suspicious transactions, such as small test transfers or unusual account activity [3] - The "Accurate" dimension emphasizes a personalized approach to risk management, utilizing customer transaction history and police reports to create a detailed risk profile before verifying transactions [3][4] - The "Stable" component aims to maintain customer satisfaction while preventing fund loss, employing empathetic communication to guide customers through risk scenarios and implementing transaction limits when necessary [4] Group 2: Service Philosophy - Chen Ziyan from Jiangling Branch embodies the principle of "service first, details matter," adhering to the "Three Principles of Smiling Service" which include warm attitude, standardized operations, and clear explanations [6] - Chen actively engages with elderly customers by adjusting her communication style to ensure clarity and providing step-by-step assistance for those facing difficulties [6][7] - She emphasizes continuous professional development, practicing essential skills and staying updated on financial regulations to ensure error-free service [6][7] Group 3: Service Efficiency - Zhang Ying from Fenhu Branch introduced a "Three-Second Response, Ten Points Satisfaction" service strategy to address efficiency concerns and enhance customer satisfaction [9] - By anticipating customer needs during peak service times, Zhang optimized processes to reduce wait times and improve service delivery [9][10] - Zhang's approach combines speed with emotional resonance, transforming potentially negative customer experiences into informative interactions about fraud prevention [10] Conclusion - The practices of Cao Lijing, Chen Ziyan, and Zhang Ying illustrate how Suzhou Rural Commercial Bank is innovating in risk prevention and customer service, demonstrating the importance of both vigilance in financial security and sensitivity to customer needs in the digital age [10]