Things from the heart…

Genuine emotions are the thread that connects people. Actions that come from the heart can touch hearts, creating connections in life. Service from the heart will bring customers the most satisfying experience and make banks and organizations partners with customers because the best things cannot be seen or touched, but are felt with the heart. At 10 am on the first day of June, Ms. TNM, 52 years old, was present at a branch of Saigon - Hanoi Commercial Joint Stock Bank (SHB ) in Hai Ba Trung district, Hanoi, to deposit savings. To the tellers there, the retired teacher was no stranger, as she had been a loyal SHB customer for nearly 10 years. Ms. TNM shared that previously, whenever she had spare money, she usually kept cash at home or invested in other assets. Many people advised her to deposit savings to have some extra income, but she was worried about the complicated procedures. However, "after my first visit to SHB, following the recommendation and persuasion of a friend, I 'fell in love' with this bank," she said. The customer, who is over fifty years old, recalled that her first impression of SHB was that the staff were very dedicated, attentive, and professional. "They enthusiastically advised, guided, and readily answered all my questions," she said. She rated SHB's savings interest rates as "very good," a major plus point in her choice to deposit her money. Even during periods of low interest rates, she always maintained a reserve at SHB. The interest earned was enough to provide her with an additional "income" each month for family expenses and other needs. "Currently, my children and many friends around my age have been SHB customers for many years," she shared, "many long-time bank employees have also become our friends." Ms. TNM is one of many elderly customers using SHB's services and remaining loyal to the bank thanks to the dedication of its staff. SHB regularly conducts market outreach programs to support customers in opening accounts and accessing financial services. Last May, SHB branches in Hanoi and Quang Tri launched campaigns to help many elderly people and retirees open accounts to receive pensions and social security payments. For elderly customers who have difficulty using the application, staff meticulously and attentively guided them to familiarize themselves with and use the services through the digital banking application. In addition, the SHB team also visited people and businesses to introduce financial products to support their consumption and business expansion. Mr. NKH, 40 years old, is one of the business owners who came to SHB through such activities. Smiling after completing the procedures and receiving the disbursement, Mr. NKH said he had just borrowed capital from SHB to expand his rice business. "The loan application process was very convenient, and the staff provided very detailed instructions. I am also using many other services from SHB and I am satisfied," Mr. H said, "Previously, I also took out an unsecured loan through the digital banking app in just 5 minutes, which was very convenient, partly because my credit history is good." Millions of customers have trusted and chosen SHB's products and services over the years, precisely because of the heartfelt commitment of its staff to supporting and assisting customers. At SHB Lang Son branch, the story of a bank employee helping to prevent a fraud involving hundreds of millions of dong has been widely discussed for weeks. In early May, a customer came to the SHB Lang Son branch requesting to close two savings accounts worth hundreds of millions of dong, one of which was nearing its maturity date. Ms. Cu Thi Lan Huong, an employee of SHB Lang Son, provided information to maximize the customer's benefits. During the exchange, noticing unusual signs, Ms. Lan Huong contacted the customer's relatives to coordinate and investigate the matter. The customer stated that they received a call requesting a money transfer and were not to disclose any information. Suspecting fraud, Ms. Lan Huong and the customer's relatives reported the incident to the local police station and handed over the customer's assets to the relatives for safekeeping. Sharing her thoughts after assisting a customer, Ms. Lan Huong said that all her actions stemmed from a desire to support and protect customers, from the heart of an SHB employee. Ms. Lan Huong believes that when customers leave the transaction area satisfied, bank employees like her feel happy and reassured that they have completed their work perfectly. "Every profession requires dedication. If you don't give your all to your choices and decisions, you are living irresponsibly. And with a sincere heart, I believe that what comes from the heart will reach the heart. When you touch the hearts of customers, that's when you've chosen the right industry, the right profession, and from there you'll realize the difference that comes from seemingly simple things but carries profound meaning," Ms. Lan Huong confided. Sharing the same heartbeat and thoughts as SHB employees, Ms. Nguyen Thu Huong, an employee of the 24/7 Customer Support Center, has worked there for over 10 years, which is also over 10 years of "working with dedication and commitment every day." She shared that the department's name, "24/7 Customer Service," means that at any time, her goal is to provide the best possible customer support, 24 hours a day, 7 days a week, 365 days a year, to build customer trust in the bank's services. "I don't know how to fully express the meaning of 'from the heart,' but everything we do comes from our hearts. I want to be able to solve customers' problems when they call. I strive to provide the best possible support. That's the 'heart' we believe in," said Ms. Nguyen Thu Huong. The philosophy of "from the heart"—originating from and inspired by Chairman Do Quang Hien—has permeated every SHB employee, becoming a guiding principle for all of the bank's activities. It is both a responsibility and a source of pride for every SHB employee. The desire to provide the best and most convenient services to customers is also the driving force behind SHB's staff's innovation, bringing modern and convenient digital products/solutions. The SLINK account-based collection service is one such product, stemming from the creative idea of ​​a bank employee and the combined resources of the entire system to deliver it to customers as quickly as possible. For over three decades, SHB has consistently and effectively implemented the policies of the Government and the State Bank of Vietnam in supporting and accompanying businesses, customers, and people during difficult times. The bank has provided many preferential credit programs worth tens of trillions of VND for new customers and interest rate reductions for existing customers. Non-financial support policies have also been continuously implemented by the bank to help businesses overcome difficulties, gradually stabilize, and recover. SHB also allocates tens of billions of VND to community and social activities. The philosophy of "from the heart" has permeated every SHB employee, flowing through the bank's passionate spirit. These stories are the pieces that make up a picture painted "from the heart," about a bank that desires to serve its customers, contribute to society, create positive values, and spread them to everyone. Beyond simply providing services, SHB has become a close companion and confidant to its customers. Since 2012, the bank has organized annual customer conferences, allowing special customers to experience the culture and values ​​of life in many places around the world . Over more than a decade, this journey has become a strong bond connecting SHB with its customers. With the message "Sincerity and Gratitude," SHB wishes to express its gratitude to all customers for accompanying the bank on every step of its development. SHB hopes to continue its commitment and provide the best, most modern, and most convenient financial services and solutions. As one of the four largest private banks in Vietnam, SHB is continuing its journey of Innovation – Responsibility – Efficiency, affirming its position as a leading financial institution and expanding its reach regionally and internationally. SHB's strategic goal is to become the TOP 1 bank in efficiency; the most preferred digital bank; the best retail bank; and a TOP provider of capital, financial products, and services to strategic private and state-owned corporate clients, with a green supply chain, value chain, ecosystem, and development. The bank is focusing its resources on implementing a strong and comprehensive transformation strategy based on four pillars: Reforming mechanisms, policies, regulations, and processes; People as the main actors; Customer and market-centric approach; Modernizing information technology and digital transformation; and steadfastly adhering to six core cultural values: "Heart – Trust – Integrity – Knowledge – Wisdom – Vision". Throughout more than 30 years of development, SHB has always linked its operations with social responsibility, accompanying, creating, and spreading positive values ​​to customers, shareholders, investors, and the people. Originating from the heart, with the heart as its foundation, that is the philosophy that has brought millions of customers to SHB, and it is also what will keep customers coming back and continuing to accompany the Bank on its future journey.

Design: Hai An

Source: https://nhipsongkinhte.toquoc.vn/nhung-dieu-tu-trai-tim-20240608204204928.htm