Case study on respecting the elderly in banking industry

Respecting the elderly is the traditional virtue of the Chinese nation. In recent years, the services provided by banks all over China for the elderly, such as the spring breeze, have blown open the petals of ten thousand pear trees. The following is a case that I share with you about respect for the elderly in the banking industry. Welcome to read!

Case study of banking services for the elderly 1;

North Bund Sub-branch is located in a residential area, 75% of its customers are elderly customers, and dozens of elderly customers are welcomed every day. Facing this special group of customers, Yang Qiong tries his best to be considerate, caring and patient, and provides thoughtful and high-quality financial services for elderly customers.

Yang Qiong's desk is equipped with reading glasses, magnifying glasses and other tools for the convenience of elderly customers. When elderly customers buy wealth management products, she always takes pains to explain the key information of wealth management products, such as risk, investment direction, income, expiration time and so on. , and indicate it on the receipt, so that they can go home and browse. For some lonely old people, Yang Qiong will also take the initiative to send text messages to greet them during the Chinese New Year holidays. Because of this trust, many customers regard Yang Qiong as their relatives and like to chat with her. Yang Qiong always listens patiently and helps them enthusiastically.

In March this year, an old couple named Ye eagerly found out and asked about overseas remittance. It turned out that the husband and wife accidentally fell while playing in France, and the medical expenses incurred from overseas medical treatment were sent to the domestic home. In order to pay the expenses, the couple ran to a number of banks and could not remit money for them. As teachers, the couple are very honest and feel that they can't owe this medical fee anyway. As the children have settled abroad, no one else can help them solve this problem. After learning the situation, Yang Qiong communicated with the international business department and accounting department of the branch for many times, patiently and carefully consulted and analyzed the relevant information with the experts of the branch, and after many twists and turns, confirmed that the remittance met the relevant management regulations of China and could be remitted, thus solving the remittance problem of the husband and wife.

Case study on banking services for the elderly Part II:

The lobby manager and Wu Ping will provide different help and services to customers with different levels and needs. Whenever elderly customers come to the door, she will take the initiative to meet them, give them a sincere smile, guide them to the seats in the hall that respect the elderly and love the young, and prepare a cup of tea for them; When waiting for business, they will pass a newspaper to kill the waiting time; Give priority to the business hours of the elderly, and she reasonably arranges the elderly customers to give priority and reduce their waiting time; When elderly clients ask various business questions, she always takes pains to answer their questions until they fully understand them.

On June 5438+1October 65438+May this year, the business of that day will soon end. At this moment, an anxious old couple walked into the lobby. Seeing this, Wu Ping warmly received them and asked them the reasons for their anxiety. It turned out that it was the last day for CITIC Bank to exchange gifts online. Old people always failed to exchange gifts at home and rushed to the outlets for help. Wu Ping tried to use the internal computer to exchange money for customers, but she couldn't log in. The customer's slightly stable mood is anxious again. Wu Ping patiently helped the customer recall the operation steps at home, ruled out the unsuccessful reasons one by one, and finally determined that the customer registration was unsuccessful. Wu Ping helped the customer to complete the registration, and then enthusiastically discussed with the elderly what the most suitable gift was, and the customer finally exchanged the favorite gift.

When they left, the moved old couple called the children, told the story and highly praised the staff's service, and asked them to open an account in caohejing Branch tomorrow. The next morning, the old couple and their families came to the bank to open an account, and successfully applied for a gold card, which became another VIP customer of the branch through word of mouth.

Case study on banking services for the elderly 3:

On may 7th, 20 14, there was a couple who wanted to withdraw money from the elderly at home, but the passbook account was old and the magnetism of the magnetic stripe was gone. They had to change it before they could handle it, and they had to come in person to change their business. At this time, the old man is waiting for surgery at the Long March Hospital, which is inconvenient to move. The client is in a hurry. Cui Yin decided to report the situation to the leader immediately. After the leader and the account manager contacted the relevant departments of the branch, Cui Yin was sent to Changzheng Hospital in the afternoon accompanied by the account manager and the security guard to provide on-site service for the customer, and filmed a video for authorization. The old man's family was very moved and thanked the bank staff for their serious service.

? Think about what customers think, worry about their urgency, look at the problem from the perspective of the elderly, and treat all the elderly as if they were their own family elders. Serve with heart. ? Cui Yin summed up her service experience like this. In the future, on the basis of his own job, he will further improve his professional skills and service quality, cultivate himself into a comprehensive CITIC employee, and conscientiously do this most basic and ordinary job.

Search for content related to services for the elderly:

1.20 16 activity plan for respecting the elderly in the Double Ninth Festival.

2. Caring for empty nesters in nursing homes and offering feelings of love for the elderly.

3. Respect and care for the elderly.

4.20 16 Community Double Ninth Festival Activity Plan for Respecting the Elderly

5. Respect and love the contents of the old blackboard newspaper