Hunan Guidong Rural Commercial Bank adheres to the orientation of facilitating people and benefiting people, optimizes service details, innovatively carries out the "I do practical things for the masses" convenience project, focuses on ways and measures to serve the elderly, creates a thoughtful and convenient service mechanism, and uses practical actions to send warmth to elderly customers. Since this year, the Bank has carried out more than 28 publicity campaigns, reached more than 3500 audiences, carried out more than 109 door-to-door services, and dispatched more than 420 service personnel.

Take service as the purpose, improve service facilities, and cultivate feelings for the people

"Move your finger and dot the screen. Now, it is an era of intelligence and digitalization. Whether it is mobile banking, self-service teller machines or constantly updated financial products, we old people are overwhelmed and at a loss. Thanks to the patient and meticulous hands of the staff of Rural Commercial Bank, they taught us how to operate these old men one-on-one. Otherwise, we would be totally overwhelmed! " Grandfather Luo, 71, from Oujiang Town, Guidong County, sighed.

The Bank continued to improve the financial service environment for the elderly, retained the traditional service mode familiar to elderly customers, and set up a "love window" for the elderly at the business window, with special seats for respecting the elderly. Guide the elderly to go to the cash area or self-service area to handle business, reduce the waiting time for elderly customers, establish a "green channel" for elderly customers to handle business, do a good job of service publicity and guidance for special groups, give full play to the function of lobby manager, and achieve "three initiatives", that is, active inquiry, active guidance, and active handling, and establish a small amount of cash reserve in the counter, We have prepared small amount reserves of different denominations to meet the cash payment needs of the elderly around the clock, and are committed to providing warm, thoughtful and convenient financial services for elderly customers. At the same time, based on the inspection items of the "Mystery Man", we constantly optimized the hardware facilities of the business outlets, placed the reading glasses, magnifying glasses, love umbrellas, emergency medicine boxes, masks, drinking fountains and other convenience items, improved the hall service system, and created a "one-stop" service in the hall.

For the purpose of facilitating the people, pay attention to the elderly group and get through the "last meter" of service

"Aunt, please remember these financial knowledge. First, don't be greedy for bargains and resist the temptation of high returns; second, prevent your personal and family information from leaking out; third, keep your bank password and verification code properly; fourth, don't trust the winning information of 'pie in the sky' to avoid your property loss.". Xiao Luo, the teller of Shatian Sub branch, explained patiently and carefully to Aunt Liu.

Through systematic training, the Bank continuously improved the service quality of the lobby, credit staff and tellers. According to the service area, the Bank irregularly went to communities, nursing homes, parks and other gathering places for the elderly, actively carried out WeChat use classes, financial knowledge lectures and other special theme activities, in-depth carried out financial knowledge popularization, explained mobile payment, online product operations and other contents. At the same time, the "Anti fraud Propaganda Team" was set up with the party members of the branch as the core. Through "co construction of the police and the bank" and "co creation of the party building", the team cooperated with the Shatian Town Police Station and the Shatian Party Branch to carry out anti fraud and financial knowledge publicity in farmers' homes. In combination with the real cases around, the team helped the elderly customers to improve their awareness of prevention from the characteristics of the victims, conventional tactics and new means, We also established a group of elderly customers, explained the financial functions and usage methods through WeChat, telephone and other ways, and further improved the elderly customers' awareness of financial risk prevention.

Take satisfaction as the standard, focus on the demands of the elderly, and carry out door-to-door services

"I have heard that the service of Guidong Rural Commercial Bank is good for a long time, and today I really feel the warmth of door-to-door service. It's very thoughtful and very grateful that we can put our most basic elderly affairs first, and take the initiative to help us old people solve practical problems!" Aunt Chen, who has handled the business of losing her password, was even more grateful.

It is the eternal service pursuit of Guidong Rural Commercial Bank to treat each other with sincerity and make friends with each other with heart, so that every old person can feel the sincere smile of Rural Commercial Bank and experience the attentive service of Rural Commercial Bank. While continuously optimizing window services for many years, the bank has always adhered to the service concept of "I'm here when you need it", focused on the "urgent problems and anxieties" of elderly customers, solved the difficulties and troubles of elderly customers with heart and feelings, integrated "warm bank" and "fast bank" into its own services, formed door-to-door service teams, and adopted shift scheduling to achieve "12 hours" Online door-to-door service, based on the financial service needs of the elderly customer group, cares for the "empty nest" elderly, visits the door flexibly and efficiently, and provides financial services for the elderly without leaving home. At the same time, in combination with the special financial needs of the elderly, the elderly will be guided to become familiar with new payment tools such as mobile payment and e-banking through home entry explanations, operation guidance, scenario simulation, etc., and will focus on hot topics of interest to elderly customers such as telecommunications fraud, investment traps, inheritance, rights and interests protection, and provide free consulting services, Integrate daily financial services into the life of elderly customers and create a caring "financial steward".

Do practical things sincerely, try hard to solve difficult problems, and do good things persistently. Next, the Bank will continue to practice the concept of "finance for the people", dig deep into the financial needs of the elderly, enrich the supply of pension financial products, create a pension financial service system with its own characteristics, make every effort to consolidate the service connotation, refine the process experience, help the elderly to have a sense of security, help the elderly, and continue to improve the sense of gain, happiness, and security of the elderly, Try to do a good job in the big article of "pension finance". (Hu Xiangjia)

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