Core Points - The article highlights the compassionate service provided by Agricultural Bank of China, specifically at the Jinan Huayang branch, showcasing a significant shift in the banking service philosophy towards a more customer-centric approach [1][2] - The bank's staff actively assisted a wheelchair-bound customer, Mr. Wang, ensuring his needs were met with personalized attention and care, which reflects a broader trend in the banking industry towards individualized service [1][2] Summary by Sections - **Customer Experience**: Mr. Wang expressed gratitude for the attentive service he received, which included assistance with his urgent transfer and a comfortable experience throughout the process [1][2] - **Service Transformation**: The bank's approach has evolved from a passive "wait for customers" model to a proactive "welcome customers" strategy, emphasizing personalized service over standardized processes [2] - **Feedback and Recognition**: Mr. Wang's positive feedback, including his comment about the beauty of the staff's service attitude, illustrates the impact of such personalized service on customer satisfaction [2]

"小伙子，快！帮我转10万块钱，我孙子出车祸了，等着救命呢！"这天上午，李爷爷拄着拐杖冲进银行 网点，脸色发白，声音颤抖，手里紧攥着一张写有银行卡号的纸条，催促柜员赶紧转账。 面对老年人紧急转账，"慢一步"往往能避免损失。银行人既需理解焦急，更要保持敏锐，通过多询问、 多核实、联系家属，戳穿亲情诈骗陷阱。多一句提醒，或许就能保住一个家庭的晚年安稳。 工作人员小王一边安抚老人坐下，一边按流程询问用途。李爷爷急得拍桌子："他同事说撞了人，赔钱 才能私了，不然就报警！让我赶紧转钱到'对方家属'账户，晚了就来不及了！"小王听后心生疑虑：孙 子出事为何不是本人来电？张口就要10万且指定陌生账户，很可能是诈骗。他放慢操作，轻声建 议："咱先给您孙子打个电话确认下？"李爷爷红着眼眶说打不通，对方还不让告诉家人——这更印证了 小王的猜测，骗子常以"保密"阻止受害者核实。 小王立即示意大堂经理。张经理赶来后，建议联系李爷爷的儿子。电话接通后，儿子一听就懵 了："爸，您别信！他今天去公司上班了，根本没出差！"挂了电话，李爷爷愣在原地，冷汗浸湿后背。 张经理当即说："这是骗子！我们马上报警！"辖区民警很快赶到，记录信息并提醒防骗。 ...