ICBC Dalian Branch adheres to the original intention of "building a bank that satisfies the people", deeply understands the political nature and people-oriented nature of financial work, relies on the "ICBC Station" to extend financial care, do a good job in service publicity for six major scenarios, and strive to improve the customer service experience in the store.
"ICBC Station" is a convenient service platform and shared service area created by the ICBC Headquarters across the country, and is committed to providing customers with one-stop "financial + pan-financial" services. Dalian Branch formulated the "Dalian Branch "ICBC Station +" service ecological construction and operation plan", and set the "ICBC Station +" construction standards in a classified and labeled and colored manner, promoting "red" government affairs, "green" inclusiveness, "blue" life, "purple" wealth, "pink" charity, and "orange" happiness - six major "ICBC Station +" ecological service scenarios, through clear image display, they can effectively improve the customer experience of outlets.
1. Government Scenario - Create a "government service hall" around customers.
• Currently, through the bank-government cross-border services, our bank provides social security, industry and commerce, provident fund , taxation, military support and preferential treatment services, and realizes one-stop government and financial services for customers, such as: "Government, Bank and Enterprise Assistance" free assistance service outlets, providing one-stop service outlets for social security card application and replacement, social security business processing, information inquiry, certificate printing, social security payment and provident fund business-related functions, and provides soldiers with exclusive integrated package of personal financial services outlets.
2. Inclusive scenarios - launching "one-stop service homes for small and micro enterprises and agriculture-related "
• Build inclusive finance and rural revitalization service scenarios, and the outlets are arranged with "green service channels for small and micro enterprises" and "small and micro service exchange and negotiation salons", and build the inclusive scenarios into a key connection point, caring service station, publicity and promotion position and traffic acquisition place for small and micro enterprises.
3. Happiness scenarios - Promote the traditional cultural connotation of "respect for the elderly + cultural heritage"
• Through financial innovation and value-added services, we will continue to serve the fields of "health care, respect for the elderly, and cultural heritage", and build a "frontier position" to serve the people's livelihood. Create a "warm sun" theme of elderly care station, provide comprehensive services such as elderly decoration, elderly care facilities, anti-fraud education, and effectively improve the financial service level of elderly customers; based on its own strengths, Dalian Branch has successfully built one of the first ten "Gold Repurchase + Gold Popular Science Culture" model outlets at the head office level, organically combining cultural heritage with precious metal scene functions, and continuously creating a precious metal characteristic cultural station.
4. Public welfare scenarios - build a "warm home" of volunteering, caring and rescue
• Our bank strengthens cooperation with the Dalian Federation of Trade Unions, focuses on solving the financial needs and basic guarantees of the majority of workers, and further enhances the care and respect for the vast number of workers. Provide public welfare services such as volunteer services and charity assistance to the society, increase care for outdoor workers, equip a series of convenient facilities, and provide outdoor workers with convenient services such as "drinking water, recharging, and resting".
5. Life scenes - build a "local life service circle" that benefits the people
• Accelerate the construction and ecological operation of the station's local business district, and build the "ICBC Station" into a life service supermarket that is convenient for the people.
6. Wealth scenarios - build a "wealth management gas station" to help common prosperity
• Build the "ICBC Station" into a propaganda service center for ICBC to build a harmonious financial environment, and establish a trusted and professional wealth management gas station that serves the entire customer base.
ICBC Dalian Branch has fully built the "ICBC Station +" service brand, adhered to its original aspiration, and aimed at deepening customer relationships. It has collaborated on the rich and colorful special theme activities online and offline, and has activated the operation of outlet scenes, continuously improved the GBC linkage marketing capabilities, and provided customers with warm, attitude, depth and sentimental financial services.
