Core Insights - The case highlights the challenges faced by elderly individuals in the digital age, particularly the conflict between rigid institutional processes and the practical difficulties encountered by this demographic [1] - The bank demonstrated a customer-centric approach by implementing an emergency response plan that included home service and prioritizing customer needs [1] Group 1: Case Analysis - The bank's response involved two key actions: dispatching staff to the customer's home for identity verification and facilitating a quick transaction at the branch [1] - The service process was humanized by allowing flexibility within the risk management framework, transforming the customer experience from requiring travel to receiving proactive service [1] - Effective emotional communication was established through the customer service manager's detailed explanation and reassurance, which helped alleviate the customer's anxiety [1] Group 2: Lessons Learned - Establish a "special case handling" emergency service mechanism, ensuring that branches have clear and standardized emergency service processes for frequently encountered issues by elderly customers [2] - Create an "elderly-friendly" service environment by equipping branches with necessary tools and enhancing staff training to foster patience and empathy towards elderly clients [2] - Promote convenient technological tools that cater to elderly customers, such as large print versions of mobile banking and voice assistants, to reduce their need to visit branches [2]