服务提能创优

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建行济南明湖支行:“多走一步”服务,让温暖触手可及
Qi Lu Wan Bao· 2025-06-29 09:17
Core Viewpoint - The article emphasizes the importance of providing attentive and proactive customer service, as demonstrated by the actions of the CCB Jinan Minghu Branch, which has received high praise from clients for its commitment to service excellence [1][2]. Group 1: Customer Service Example - A customer faced issues with her social security card at a hospital and sought help from the bank, where a teller went beyond the basic inquiry to identify the problem as a card upgrade issue, providing a one-stop solution by issuing a new card on-site [1]. - The customer expressed gratitude for the teller's thoroughness, highlighting that without the additional questions and information, she would have faced unnecessary complications [1]. Group 2: Service Philosophy - The bank integrates the concept of "service enhancement and excellence" into daily operations, encouraging employees to actively observe customer needs and treat customer issues as their own [1]. - The bank aims to provide efficient, convenient, and heartfelt service by not only addressing surface problems but also verifying policies and ensuring comprehensive support for customers [1][2]. - The bank plans to continue refining its service capabilities to offer reliable, worry-free, and warm financial services to clients in the future [2].