交通银行青岛崂山支行:热诚服务,用热心赢得客户
中国山东网青岛5月10日讯 交通银行是交通一家有着百年历史的银行,对内关爱员工,银行用热对外关爱客户,青岛从客户的崂山角度出发,把客户的支行难处当作自己的难处去处理。5月的热诚一天,一位姓梁的服务女士神情焦急地来到崂山支行的营业网点,拿出一张其母亲的心赢定期存单,向大堂经理咨询办理密码挂失业务需要什么手续。得客大堂经理耐心的交通对梁女士说“让您母亲带上身份证到行里就可以办理了”,但是银行用热客户说“我母亲已经九十四岁了,行动不便,青岛不能出门,崂山我们现在急需这笔钱,支行给老人看病”。热诚听到这,大堂经理意识到这件事不但紧急而且很棘手,密码挂失属于高风险业务,根据规定必须由本人前来办理密码重置业务。大堂经理当下安抚客户说:“您先不要着急,这属于突发事件,我需要向有关领导汇报情况,我会尽快给您答复。”随后,工作人员立即向营运主管报告了有关情况。本着以客户为中心,更好的为客户服务同时坚持合规操作的原则,当天内控营运人员和客户经理就迎着大风来到了梁女士母亲的家里,送上了“背包服务”——背包里带来了办理更改密码和支取业务的各类单证以及代理人代办的相关材料证明。在取得老人本人同意后,由梁女士代填单据,老人在每一个签名处按上了自己的手印。随后,梁女士回到网点,办理了密码挂失及重置业务,并及时支取了这雪中送炭的“救命钱”。 这次上门服务不仅送出了交通银行“服务方式无距离,服务流程无障碍”的服务态度,更让服务体现出更多的人性化和温暖,消除了银行服务的“最后一公里”问题,将金融服务送到居民家中。
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