这场服务经历也为建行烟台金海支行带来新思考。未来，该行计划建立特殊客户 "服务档案"，设置无 障碍服务专区，并定期开展手语与特殊沟通技巧培训，让 "服务无边界" 从口号变为现实，持续践行 "客户至上" 理念，让金融服务更有温度、文明服务更有深度。 暮色降临，建行烟台金海支行营业厅内，一场跨越无声世界的暖心服务悄然上演。临近下班时分，一位 神色焦急的张女士手持手机走向 6 号窗口，屏幕上 "我是听障人士，想给孩子重置银行卡密码" 的求助 信息，牵动着工作人员的心。 张女士的儿子因学业需用银行卡，却因密码输错导致账户锁定。作为监护人，张女士需提交亲属关系证 明并签署代理挂失承诺书。面对沟通障碍，工作人员放下手头工作，拿起纸笔，将业务流程拆解成清晰 文字，边写边配合手势，用眼神与张女士确认，耐心搭建起沟通桥梁。 大堂经理敏锐察觉这一 "特殊需求"，迅速启动应急服务预案，协调优先复印材料，还贴心递上温水。 营业厅内，等待的客户主动调整办理顺序，让温暖在无声中传递。面对承诺书复杂条款，客户经理化身 "条款解读员"，借助手语翻译功能辅助沟通。在三位工作人员默契配合下，原本预计半小时的业务，仅 15 分钟便顺利办结。 临别 ...

Core Insights - The article highlights the proactive customer service approach of Industrial Bank's Nanjing branch in assisting foreign clients, exemplified by the case of Mr. Roger from France who faced difficulties retrieving his swallowed ATM card [1][3][5] - The bank's response aligns with the Chinese government's initiative to enhance payment services for foreign visitors, showcasing a commitment to improving the overall payment experience [5] Group 1: Customer Service Enhancement - The Nanjing branch staff, particularly teller Tang Pu, demonstrated exceptional customer service by quickly addressing Mr. Roger's needs in English, which eased his anxiety [1][3] - The bank implemented a multi-faceted verification process to ensure the security and accuracy of the card retrieval, reflecting a balance between customer service and risk management [3][5] Group 2: Regulatory Compliance and Service Optimization - Following the State Council's directive in March 2024 to optimize payment services, the bank has actively upgraded its service system across various dimensions, including cash usage, mobile payments, and acceptance of foreign cards [5] - The bank's approach emphasizes the creation of warm and accessible payment service scenarios, enhancing the experience for international clients and fostering a positive perception of China's payment environment [5]