"Uncle Guo, hello, what business are you handling today? The lobby manager greeted the customer's footsteps and asked with a smile at the guidance desk.
Don't bother you, I'll do it myself! The customer happily replied while skillfully operating the online banking shield, "Thank you for the manual!" ”
As an old customer of CCB, Uncle Guo not only handled personal business such as deposits, withdrawals, and transfers, but also opened a basic account for the company in the Qianjin branch of CCB. At the end of the year, the corporate account needs to be inspected annually, but because the customer is not familiar with the use of the online banking shield, he runs three times and twice, and is often busy. In a chat, the lobby manager learned that the company's business was busy at the end of the year, and some employees were not locals, so many things needed to be done by themselves, but the customer was more than half a hundred years old and was not familiar with computer operation.
The lobby manager assists Uncle Guo in handling business. Photo by Jin Wentao.
Hey, I didn't know how to use my mobile phone before, I can go to the university for the elderly to attend a training class", the customer sat on the chair of the laborer's harbor, looked at the busy hall, and sighed, "But this shield won't work, I can only cause you trouble, I'm sorry!" ”
It's okay, don't worry, we'll figure it out. The lobby manager kept the customer's difficulties in mind, and printed out the annual inspection process after the shift, and gradually checked with the corporate account manager, and through communication with Uncle Guo, he learned about the pain points and difficulties of the middle-aged and elderly customer groups in the use of electronic products such as public network silver shield and corporate mobile banking.
At the same time, the pioneer team of young employees of Qianjin Sub-branch took the initiative to undertake follow-up work, collect the problems encountered by corporate customers in the annual inspection, reconciliation, transfer and other links, solicit customers' opinions and suggestions, and use the after-shift time to summarize and optimize the process, so as to continuously change the operation version that is easier to understand, more convenient and faster.
Finance serves the people attentivelyWith the continuous update and iteration of the "Operation Guide for Middle-aged and Elderly Customers for Corporate Business", Qianjin Sub-branch has received unanimous praise from customers, demonstrating the spirit of the young pioneers who care for customers and are determined to innovate, and also profoundly demonstrate the responsibility of CCB as a major state-owned bank to continuously and resolutely practice the concept of "finance for the people". (Li Xin, Jin Wentao).