在县城的繁华街角，建行济宁汶上支行静静伫立，以专业与温情为客户搭建金融服务桥梁。在这里，每 一次业务办理都不只是数字与流程的交接，更是心与心的交流，生动践行着建行"以客户为中心" 的理 念。 一个寻常工作日，一位头发花白的老人神色焦急地走进营业室。大堂经理立刻上前询问，得知老人银行 卡异常，重要补助资金无法到账，且当时距下班时间不远，老人行动又不便，情绪愈发激动。大堂经理 一边轻声安抚 "您别担心，来了建行肯定能办好"，一边从劳动者港湾推出轮椅，与老人家人合力安置好老人，沿无障 碍通道推至网点内。随后，大堂经理凭借熟练操作和丰富经验，快速帮老人激活银行卡。当看到补助资 金顺利到账，老人紧锁的眉头舒展，笑容绽放，连连道谢。这暖心一幕，是网点服务特殊群体的日常缩 影。为满足老年、残障等特殊客户需求，网点从硬件到流程贴心优化，无障碍通道、爱心窗口一应俱 全，还为行动不便客户提供上门服务，让特殊群体平等便捷享受金融服务。 除关注特殊群体，该行在现金服务上也下足功夫。考虑到现金支付仍不可或缺，小面额现金供需平衡至 关重要，网点张贴醒目标识，强化小面额备付管理，开通线上线下零钞兑换预约服务，设立 "小面额人民币及残损币兑 ...

8月29日晚，光大银行发布半年报。今年上半年，该行营收同比下滑5.57%至659.18亿元，归属于该行股 东的净利润同比增长0.55%至246.22亿元。截至6月末，该行不良贷款率为1.25%，与上年末持平；拨备 覆盖率172.47%，比上年末下降8.12个百分点。 银行卡手续费下降，理财手续费增近两成 半年报显示，上半年，该行实现营业收入659.18亿元，同比下降5.57%；实现归属于该行股东的净利润 246.22亿元，同比增长0.55%。 在营收构成中，利息净收入454.32亿元，同比下降5.57%；手续费及佣金净收入104.43亿元，同比下降 0.85%；其他收入100.43亿元，同比下降10.04%。 手续费及佣金净收入下滑主要是银行卡服务手续费收入减少。半年报显示，上半年光大银行银行卡服务 手续费收入为36.86亿元，同比下滑13.21%；理财服务手续费收入为23.64亿元，同比增长19.03%；结算 与清算手续费收入为22.74亿元，同比增长12.57%；托管及其他受托业务佣金收入11.33亿元，同比增长 8.32%；代理服务手续费收入10.46亿元，同比下降10.45%；承销及咨询手续费6.72 ...

经系统核查，李女士的银行卡因风险管控被限制使用。考虑到其特殊身体状况，柜员第一时间联系开户 行说明情况，请求加急处理。等待回复期间，工作人员细致调整座椅，保障李女士的舒适度。在开户行 反馈需要补充相关材料后，工作人员又耐心指导她填写申请表，协助准备所需文件，并通过内部加急通 道，在半小时内完成了全部材料的传送审核。当银行卡成功解限的那一刻，李女士紧紧握住工作人员的 手，感动地说："真的太感谢了，你们不仅帮我解决了问题，更让我感受到了家人般的温暖。" 此次服务经历引发了网点员工的深入思考，营运主管强调："真正的优质服务，是能在制度框架内展现 人性关怀。我们要做的不仅是办理业务，更要理解客户背后的需求。" 为此，网点进一步完善了特殊客 户服务规范，新增了应急服务培训内容，确保每位员工都能在合规前提下妥善处理各类特殊情况。 在银行业竞争日益激烈的今天，建行济南洪楼支行始终坚信：有温度的服务才是最好的竞争力。这次为 特殊客户开通绿色通道的服务实践，生动诠释了 "提能创优" 的服务内涵。未来，该行将继续深耕服务 细节，让每一位客户都能感受到建设银行专业而温暖的服务品质。 在一个平常的工作日，建行济南洪楼支行营业大厅内上 ...

Core Points - The article highlights a heartwarming service experience at the CCB Yantai Jinhai Branch, where staff provided exceptional assistance to a hearing-impaired customer, demonstrating professionalism and teamwork [1][2] - The bank plans to establish special customer service records, create barrier-free service areas, and conduct regular training in sign language and special communication skills to enhance customer service [2] Group 1 - A hearing-impaired customer, Ms. Zhang, received assistance from bank staff to reset her child's bank card password, overcoming communication barriers through written notes and gestures [1] - The bank's manager quickly initiated an emergency service plan, prioritizing the customer's needs and providing additional support, such as water [1] - The entire process, which was expected to take 30 minutes, was completed in just 15 minutes due to the effective collaboration among the staff [1] Group 2 - The service experience prompted the bank to rethink its approach to serving special needs customers, aiming to implement a "service without boundaries" philosophy [2] - The bank's commitment to "customer first" will be reinforced through the establishment of service archives and specialized training programs [2]

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]