June 16, 2010 15:23 PMKUALA LUMPUR, June 16 Wednesday(Bernama) -- Malayan Banking Bhd (Maybank) has allocated RM16 million for its customer service transformation programme that started in April 2010, senior executive vice-president and head of consumer banking, Lim Hong Tat, said .
Currently, the pilot programme involves 70 branches in Kuala Lumpur, Selangor, Melaka and Negeri Sembilan, which will be expanded across all states nationwide by August this year, he said.Focus of the programme is on training and development that will enhance the service performance of all Maybank frontline personnel."So far, about RM3 million to RM4 million has been spent on training and new uniforms," Lim said after launching the bank's disabled-friendly branches here.Ultimately, Maybank wants to transform into a one-stop centre where all the customers' needs can be met in a timely and friendly manner, he said.Maybank, Lim said, has embarked on sharing of best practices for customer services with its unit Bank Internasional Indonesia (BII).BII is ranked first in customers services in Indonesia, he said.
On the launch Wednesday, Lim said Maybank had invested RM280,000 to upgrade five branches to be disabled-friendly, and these comprised those in Taman Connaught in Cheras, Sitiawan and Lumut in Perak, Senawang in Negeri Sembilan, and the Petaling Jaya main branch."At 11 other branches, we also have some disabled-friendly facilities such as ramps for easier access to the premises," he said.Maybank, he added, planned to have such facilities in 12 more existing branches by the end of July 2011, with estimated cost up to RM40,000 per branch.Lim said all new branches will now incorporate disabled-friendly facilities as allowed by the infrastructure of the premises and in accordance with the local authorities' guidelines.
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