To implement the spirit of the 20th National Congress of the Communist Party of China, Dongguan Branch should adhere to the people-centered development philosophy, safeguard the fundamental interests of the people, and improve people's livelihood and well-being. Firmly establish the concept of "market-oriented, customer-centric", guided by "warm service" and "high-level experience", deepen the implementation of effective measures to improve the quality and efficiency of network services, and comprehensively promote the activity of "service improvement and excellence".
Make good use of technology and financial empowerment to solve customers' urgent needs
My social security card application has been for a long time, but it has not been done, the social security bureau said that the card issuing bank is China Construction Bank, and now I am in a hurry to use the card to see a doctor, can you help me see what the problem is? ”。
Wait a minute, we'll check it out for you. After Xiao Rong, the lobby manager of the Dongcheng sub-branch, calmed the customer, he immediately reported the situation to the operation supervisor. Through the system inquiry, Director Ye learned that the main reason for the failure of the customer's social security card issuance is that the reserved identity information of the card issuer is incorrect. After finding out the reason, Director Ye communicated and explained to the customer, and then the lobby manager Xiao Rong guided the customer to complete the information update and modification in the smart ATM.
Knowing that customers urgently need to use the card, Xiao Rong said: "Aunt Liu, we have a portable social security card issuing machine here, you can re-apply here, and you can get the card on the spot after the application is successful." ”
Okay, okay, young man, hurry up and try it for me. ”
Under the patient guidance of Xiaorong, Aunt Liu operated step by step, and in less than half an hour, Aunt Liu received the social security card she had in mind.
It's so much trouble to finally get my social security card. Your machine is convenient, and you helped me get the card right at once, thank you so much. "Aunt Liu felt after getting the card.
Forcibly build an anti-fraud protective wall to protect the safety of the funds of the silver-haired elderly
A white-haired old man went to the Jinshan branch to handle the transfer business, and the old man looked nervous and handed over a note, "Please help me transfer the money to this account as soon as possible, my grandson is not enough money to buy a house." ”
Xiao Song, a counter worker, took the customer's information and asked the old man many times if he knew the payee, but the old man answered vaguely and only urged him to transfer money quickly, which aroused Xiao Song's vigilance and realized that the old man was likely to be deceived. Therefore, the account manager and operation supervisor were immediately called to come to help and learn more about the situation from the elderly.
On the one hand, Director Chen patiently communicated and explained to the elderly, and on the other hand, he reminded the elderly of risks and popularized the common sense of fraud. At the same time, Manager Zhou obtained the consent of the old man and contacted the old man's family and asked them to go to the outlet as soon as possible to stop the old man from continuing. In the conversation with the old man, I learned that the old man received a ** who claimed to be his grandson, saying that he had injured someone by mistake and now needed to borrow 50,000 yuan to solve it, and told the old man not to disclose it to his family, because the old man's grandson was working in a different place, the other party's voice was very similar to his grandson, and the old man did not suspect it at all, and was bent on transferring money to save his grandson.
In the end, with the assistance of the staff of the outlet, Mr. Liao contacted his grandson's ** on the spot and personally confirmed that there was no such thing. At the same time, Mr. Liao's other family members also came to the outlet. Mr. Chen explained to Mr. Liao and his family that Mr. Liao should have been involved in telecom fraud. In the end, under the persuasion of everyone, Mr. Liao stopped handling the transfer business and realized that he had been deceived.
Mr. Liao and his family expressed their heartfelt thanks to the professional, attentive and dedicated service attitude of the staff of the outlet. In line with the serious and responsible working attitude towards customers, Jinshan Sub-branch successfully identified the telecom fraud and successfully intercepted the telecom fraud incident of the elderly.
Clever and friendly communication to help customers recover funds that have been transferred by mistake
That afternoon, Mr. Zhou Zhiping, a Taiwanese compatriot customer, looked nervous and anxious, and hurriedly came to the Jianhui Branch of CCB Dongguan Houjie to express his appeal to the staff.
In the communication, I learned the ins and outs of the matter. It turned out that Mr. Zhou used mobile banking to transfer money to a friend a few days ago, but the friend did not receive it for a long time, and checked the mobile banking transfer record, only to know that he mistakenly transferred 3,000 yuan to the account of a gentleman surnamed Xie. Since it was transferred to an account with a previous transfer record, Mr. Zhou speculated that he might know this person, but he had no impression. Knowing that he had transferred the wrong account, Mr. Zhou immediately reported the case, but the public security officer informed Mr. Zhou that he could not file a case because the amount was not large. In desperation, Mr. Zhou came to the branch in the hope of getting help.
After understanding what happened, the staff of the branch actively assisted Mr. Zhou in trying to recover the misdirected funds. After finding out the payee Mr. Xie's *** after obtaining Mr. Zhou's consent, under the principle of customer priority and customer information confidentiality, Sister Fen, the supervisor, contacted Mr. Xie and informed the other party of the situation in detail, which supported a bridge of friendly communication between the two parties. After some communication, the beneficiary, Mr. Xie, successfully returned the money of 3,000 yuan to Mr. Zhou.
After Mr. Zhou received the refund, he breathed a sigh of relief, "I'm sorry for you, it was my own operation mistake, and the public security couldn't file a case, I thought about trying it before I came to your bank, but I didn't expect that the money would really come back, thank you so much." ”
Quality service is the most basic professional quality of our CCB staff, no matter how big or small, we are anxious about the needs of customers, and insist on serving every customer with professionalism, sincerity, friendliness and patience.
2023 is the first year for the full implementation of the spirit of the 20th National Congress of the Communist Party of China, and it is also a key year for the implementation of the "14th Five-Year Plan". Provide customers with comprehensive and continuous "warm" and "high-level" high-quality services.