附件1 ICS03.060 CCSA11 T/CZJRXH 潮州金融学会标准 T/CZJRXH001—2023 潮州市商业银行适老化工作指南 ChaozhouCityCommercialBankGuidelinesforProvidingBankService toAgingCustomer 2023-10-26发布 2023-10-26实施 潮州金融学会发布 全国团体标准信息平台 全国团体标准信息平台 T/CZJRXH001-2023 目次 1范围..............................................................................................................................................................5 2规范性引用文件...........................................................................................................................................5 3修订机制......................................................................................................................................................5 4术语和定义...................................................................................................................................................5 5营业网点服务...............................................................................................................................................6 5.1环境设施...........................................................................................................................................6 5.2业务引导...........................................................................................................................................6 5.3业务办理...........................................................................................................................................7 5.4特殊服务...........................................................................................................................................7 5.5应急措施...........................................................................................................................................7 6移动金融APP.................................................................................................................................................8 6.1界面友好...........................................................................................................................................8 6.2易用性...............................................................................................................................................8 6.3稳定性...............................................................................................................................................8 6.4智能化...............................................................................................................................................8 7支付服务......................................................................................................................................................8 7.1移动支付产品....................................................................................................................................9 7.2支付终端...........................................................................................................................................9 7.3移动支付场景建设.............................................................................................................................9 8宣传与营销...................................................................................................................................................9 8.1金融知识宣传....................................................................................................................................9 8.2老年金融产品营销...........................................................................................................................10 9农村普惠金融服务点..................................................................................................................................10 10合法权益保障.............................................................................................................................................10 10.1信息保护..........................................................................................................................................8 10.2投诉渠道................................