ICBC Shucheng Branch: Home-based service with warmth

On the afternoon of May 11, a hurried customer came into the business office of ICBC Shucheng Branch and anxiously found the bank’s lobby manager. He said that his mother needed to apply for a card, but she had been bedridden for half a year due to an accidental injury and could not go to the branch. What should he do? After learning the details of the situation, the branch manager and the operations manager said, “If the elderly really have difficulties coming to the bank, we can provide door-to-door service. After verifying the situation, you can handle the business on behalf of them.” After hearing this, the customer’s anxiety was relieved.

Then our bank dispatched two people to the customer’s home to carry out door-to-door verification work. In order to ensure the process is efficient and smooth, our staff first had patient and detailed communication with the elderly. After confirming the actual situation and the elderly’s true wishes, they carefully and patiently handled the relevant business. The elderly were very grateful for the bank’s door-to-door service and actively cooperated with the staff to complete procedures such as taking photos and signing confirmation. The customer then brought the old man’s ID card to the counter to handle the follow-up procedures. After the business was completed, the customer said gratefully: “Your service is really considerate. I didn’t expect it to be completed so quickly. Thank you!” The simple words revealed deep gratitude and trust for ICBC.

Start with gratitude and end with touching. ICBC Shucheng Branch insists on starting from reality and starting from details, thinking about what customers think and what customers are anxious about. Through patient and meticulous service, it solves customers’ urgent needs, combines adherence to compliance systems with humanized services, delivers services to the door, allows special customers to enjoy the same banking services, continuously innovates services, improves customer experience, and strives to become a caring bank for customers.