"Poly Livelihood" Minsheng Bank Guangzhou Branch: a handwriting commendation letter from customers

Text/Yang Guang

Photo/Interviewee Confer

Recently, the client Ms. Liu came to the Dongshan Sub -branch of Minsheng Bank to hand over a handwritten letter of praise to the hall supervisor, and deeply appreciated the sincere and detailed service of Minsheng Bank.

Time is going back a week ago. As a VIP customer of Minsheng Bank Dongshan Sub -branch, Ms. Liu's account has always enjoyed free SMS service. Some time ago, due to the needs of family funds, Ms. Liu transferred some of the banks that existed. According to the provisions of the account hierarchy of Minsheng Bank, Ms. Liu's account level was affected, and the VIP level was correspondingly lowered, which also caused Ms. Liu's instant service to be free. Because it is not clear about the toll rules of the real -time communication, after receiving the deduction information, Ms. Liu complained to the financial management manager through WeChat, expressing her strong dissatisfaction with the deduction of the real -time monthly, and asked to solve the as soon as possible to solve the as soon as possible Essence

After receiving the customer information, the wealth management manager appealed Ms. Liu as soon as possible, explained the current current deduction rules, and provided solutions and reference opinions. WeChat notification functions can be avoided to avoid monthly SMS service fees. However, Ms. Li said that she was older and unfamiliar with mobile phone operations, but she could go to the outlets at any time and said that when they went to the outlets to apply for business, they would know the financial management manager in advance.

The next day, Ms. Liu was requested to handle contracts and re -signed contracts without agreed with the financial manager. However, because Ms. Liu's wealth management manager went out, and the left -behind staff did not understand the cause of the matter before, the two sides delayed some time due to information asymmetry during communication. Ms. Liu's emotions became a little irritable, and she raised new questions about the service costs. The lobby manager guided Ms. Liu to the VIP area to rest and handed special tea, and also made a phone call to understand the financial manager who went out. In the end, after understanding the matter and patiently explaining communication, he finally obtained the understanding and recognition of the customer, and successfully helped him re -handle the relevant business.

Source | Yangcheng Evening News · Yangcheng School

Editor -in -law | Reporter

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