Core Insights - A customer approached the CITIC Bank Guizhou Hongtong City branch in distress after mistakenly using her credit card for overseas shopping, while her savings account was inactive, leading to anxiety about an upcoming repayment deadline [1] Group 1: Customer Service Response - The bank staff quickly verified the customer's identity and found that the inactive savings account posed no risk, allowing for immediate activation [1] - The staff employed a "three-step problem-solving method" to assist the customer: activating the savings account, guiding her to sign up for automatic currency exchange, and demonstrating the credit card repayment process using Alipay and WeChat [1] - Throughout the process, the staff provided clear and patient explanations to address all of the customer's concerns [1] Group 2: Customer Satisfaction and Future Commitment - After successfully completing the repayment, the customer expressed relief and praised the professionalism and patience of the bank staff [1] - The staff provided a carefully crafted consumer reminder manual and suggested enabling account change notifications via WeChat [1] - The customer was so impressed with the service that she intended to recommend the bank to others, highlighting the importance of proactive customer care in building trust [1]