南方财经记者程浩 东莞报道 招行东莞分行一方面切实优化网点服务流程，以客户视角全流程梳理开户流程，组织各网点设置境外来 华客户服务专窗，配备英语水平优秀的专员，实现外语无障碍沟通，打造优质的客户服务流程，打造沟 顺畅、高效的服务体验。另一方面，招行东莞分行加大网点硬件铺设及氛围宣传，辖内各网点均设置个 人本外币兑换标识、ATM设备外卡标识，通过多维度宣传，为境外来华人士提供外币兑换和现金服务 便利。招行东莞分行还通过"外语晨会"、情景演练等多种培训方式，不断提升员工服务水平，致力于打 造国际化、专业化的服务团队。 今年以来，招商银行全面升级柜面服务体系，推出"极致服务"行动方案。招商银行东莞分行（下简 称"招行东莞分行"）以网点为阵地，深化服务全流程，致力于为客户提供更优质、更贴心的金融服务。 未来，招行东莞分行将结合"极致服务"的品牌内涵，持续深化支付服务场景建设，着力完善多层次、多 元化的支付服务体系，让金融服务更有温度、更有深度，为莞邑百姓带来更多温暖与便利。 在人口老龄化加速的背景下，招行东莞分行将老年客户服务作为工作重点，全面梳理老年人金融业务办 理的实际需求，推出极致服务之老年客群通用服务标准，全 ...

Core Viewpoint - The article emphasizes the commitment of China Merchants Bank to provide "extreme service" that combines standardization with warmth, particularly focusing on the elderly clientele in Jinan branch [1] Group 1: Service Initiatives - The Jinan branch implements a range of thoughtful services for elderly customers, including the provision of magnifying glasses and personalized assistance [1] - The bank has designed a priority queuing system and encourages communication in local dialects to enhance customer experience [1] Group 2: Customer Stories - A 60-year-old customer urgently needed to withdraw 10,000 AUD for a train, and the staff coordinated with nearby branches to fulfill the request, demonstrating quick response and customer-centric service [2] - The bank's staff not only facilitated the cash withdrawal but also personally drove the customer to the train station to ensure they made their departure on time [2] Group 3: Fraud Prevention - A case involving a 66-year-old customer raised red flags when a sudden transfer was detected, leading staff to investigate and uncover potential fraud [3][4] - The bank collaborated with anti-fraud authorities to intercept a scam targeting elderly individuals, showcasing their proactive approach to customer safety [4] Group 4: Handling Unique Situations - An elderly customer brought in fire-damaged coins for exchange, and the staff patiently sorted and processed the coins, demonstrating exceptional care and attention to detail [5][6] - The successful exchange of the damaged coins highlighted the bank's commitment to treating customer concerns with importance, reinforcing their "customer-first" philosophy [6]

Group 1 - The article highlights the remarkable success of companies like Pop Mart, Mixue Ice Cream, and Pang Donglai, which have emerged from Henan, a province not typically known for economic prosperity [3][4][11] - Pop Mart's market value surged to 250 billion HKD, increasing 8.2 times in less than a year, showcasing the potential for high-value consumer products in the region [3][4] - Mixue Ice Cream has expanded to over 46,000 stores globally, becoming the fifth-largest chain restaurant worldwide, indicating rapid growth and market penetration [6][10] Group 2 - The success of these companies is attributed to their ability to provide exceptional service and meet consumer needs effectively, rather than relying on unique products or high-tech innovations [4][5] - Pang Donglai has established itself as a benchmark in the retail sector by focusing on transparency and trust, addressing consumer concerns in a market often plagued by fraud [6][8] - The article emphasizes that Henan's unique social and cultural context fosters a pragmatic approach to business, allowing entrepreneurs to adapt and thrive in competitive environments [9][10] Group 3 - The article suggests that Henan's lower consumption levels make successful businesses more relatable and their business models more applicable across China [11] - The region's historical context, including its agricultural roots and the migration of its population for better opportunities, has shaped a resilient entrepreneurial spirit [8][9] - Despite existing challenges such as market irregularities and limited access to financing, Henan's evolving business landscape reflects broader trends in the Chinese market [11]

Core Insights - The article highlights the unique management philosophy of Fat Donglai, which emphasizes humanized service and meticulous attention to customer needs, making it a model for the retail industry in China [4][22][41] Group 1: Company Overview - Fat Donglai originated from a small 40-square-meter store and has grown into a leading retail brand in China, known for its exceptional service and customer experience [30][32] - The founder, Yu Donglai, has a background of overcoming challenges, starting from selling ice cream and fruits to establishing a successful retail chain [30][32] Group 2: Service Excellence - Fat Donglai offers a wide range of customer services, including specially designed shopping carts for children and the elderly, demonstrating a commitment to catering to diverse customer needs [8][10] - The store environment is described as a "living encyclopedia," providing detailed product information, including origin, usage, and care instructions, which enhances the shopping experience [14][16] Group 3: Employee Management - The company adopts a humanized management approach, offering competitive salaries (5,500 to 6,500 yuan) and ensuring no overtime work, which contributes to employee satisfaction [27][37] - Employees are encouraged to take breaks and enjoy leisure activities during downtime, fostering a positive work environment [27][39] Group 4: Competitive Advantage - Fat Donglai has successfully outperformed major competitors like Carrefour and Walmart in its market, often leading to their closure in nearby locations [35][36] - The brand's focus on high standards of service and employee welfare has created a loyal customer base and a strong market presence [22][41]