特殊群体服务

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建行济宁矿建路支行:暖心服务听力障碍客户 笔墨间传递金融温情
Qi Lu Wan Bao· 2025-07-08 09:04
Core Points - A special customer with hearing impairment visited the CCB Jining Mine Construction Road Branch, needing assistance for a money transfer to his son working in another city [1][2] - The bank staff used paper and sign language to effectively communicate and guide the customer through the transfer process, ensuring clarity and security [1][2] - The branch emphasizes service capabilities for special groups, providing tools like sign language manuals and communication boards, and regularly training employees in assistance services [2] Service Philosophy - The warm service provided reflects the bank's commitment to a customer-centric philosophy, aiming to make every client feel respected and valued [2] - The bank plans to continue optimizing its "suitable service" model, focusing on detailed preparation and patient attitudes in financial services [2]
建设银行东营胜利支行:暖心服务显担当 绿色通道解民忧
Qi Lu Wan Bao· 2025-07-08 08:02
近日,建行东营胜利支行上演感人一幕。两名客户推着一位失明老人匆匆进入网点,焦急地向大堂经理 求助,称老人银行卡密码遗忘,急需办理重置业务。因老人行动不便且视力障碍,无法独立完成操作, 家属急得满头大汗。 这一特殊服务是胜利支行营业室践行 "以客户为中心" 理念的生动体现。一直以来,该营业室将客户需 求放在首位,持续优化特殊群体服务流程,通过绿色通道、延伸服务等,解决特殊客户难题。日常中, 网点定期培训员工特殊服务技巧,配备便民设施,为特殊群体提供便利。 未来,建行东营胜利支行将继续秉持 "贴心、暖心、安心" 宗旨,提升服务质效,创新服务方式,为客 户提供更优质、便捷、有温度的金融服务,用实际行动传递金融温度,彰显责任担当。 (鲁启轩) 大堂经理见状,立即启动特殊客户服务应急预案。一边引导老人至舒适等候区休息,开通绿色通道;一 边迅速联系运营主管,说明情况。在严守监管要求和业务规范的前提下,网点决定启动"柜面延伸服务" 机制,按上门服务流程为老人办理业务。 业务办理时,工作人员耐心向老人及家属讲解流程,指导家属代办手续。考虑到老人身体,工作人员贴 心递上温水,轻声安抚,全程用温和语气与老人沟通,确保其清楚业务内 ...