Every step shows care. Industrial and Commercial Bank of China Suzhou Daoqian Branch's warm-hearted services to assist the elderly and disabled have been awarded a banner of appreciation.

（Source: Mingcheng Suzhou Network）

Reprinted from: Mingcheng Suzhou Network

Recently, the Industrial and Commercial Bank of China’s Suzhou Youyi Sub-branch received a banner presented by a client, Aunt Zhu—“Supporting the elderly and helping those with disabilities brings warmth to the heart; high-quality service, done with dedication and responsibility.” The 16 gilded characters carry an elderly person’s sincere recognition of the branch’s services, and they also vividly reflect ICBC’s commitment to its original mission of serving the people through finance and fulfilling its social responsibilities. “Every time I come, it feels warm inside!” Aunt Zhu’s heartfelt remark reveals how profoundly special groups experience truly caring financial services.

On each monthly payday, Aunt Zhu’s figure always appears at the Youyi Sub-branch on time. Because of her advanced age and mobility difficulties, the few steps in front of the branch become a “roadblock” for the elderly to handle business. The branch staff wait at the entrance in advance every month, providing end-to-end assistance and accompanying her to complete her transactions, effectively addressing the difficulties the elderly face. Such warm and caring scenes, through every season of winter and summer, have never stopped.

In recent years, the Daoqian Sub-branch of Industrial and Commercial Bank of China in Suzhou has consistently focused on elderly-people finance and services for special groups, systematically advancing improvements in service capability. It has comprehensively established a standardized service system, forming end-to-end standardized operating procedures covering everything from welcoming senior customers to emergency handling for special circumstances, with training coverage for over 100 people across the entire staff; it has continued to完善 and refine emergency response mechanisms. For special groups such as lonely elderly people, critically ill customers, and people with disabilities, it has established an integrated service mechanism of “rapid response, on-site handling, and a green channel.” In 2025, it累计 provided 267 on-site service visits, covering 12 communities. It has also further promoted “age-friendly” renovation at branches—refreshing and upgrading a senior-friendly service area, equipping it with elderly-support handrails, anti-slip mats, AED emergency medical equipment, and large-print business documents, and opening “heartwarming service counters,” so that the average waiting time for elderly clients’ business is reduced to within 5 minutes.

Next, the branch will continue to deepen its focus on regional characteristics, adhere to a customer-centric approach, and keep extending the service radius, improving service initiatives, and enhancing service quality and effectiveness. In every financial service, groups such as elderly customers and customers with special barriers will truly feel society’s respect and care, demonstrating the bank’s sense of responsibility in small details, and through practical actions further polish the “ICBC Love Always With You” service brand.

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