Maybank to enhance customer service

Business News Thursday June 17, 2010

KUALA LUMPUR: Malayan Banking Bhd (Maybank) has allocated RM16mil for its customer service transformation programme that started in April 2010, a senior official from the bank said.

Currently, the pilot programme involves 70 branches in Kuala Lumpur, Selangor, Malacca and Negri Sembilan, which will be expanded nationwide by August this year, according to senior executive vice-president and head of consumer banking, Lim Hong Tat.

Focus of the programme is on training and development that will enhance the service performance of all Maybank frontline personnel.“So far, about RM3mil to RM4mil has been spent on training and new uniforms,” Lim said after launching the bank’s disabled-friendly branches here yesterday.

Ultimately, Maybank wanted to transform into a one-stop centre where all the customers’ needs could be met in a timely and friendly manner, he said. Maybank, Lim said, had embarked on sharing of best practices for customer services with its unit Bank Internasional Indonesia (BII). BII is ranked first in customer services in Indonesia, according to Lim.

On the launch yesterday, 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 Negri 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 also plans to have such facilities in 12 more existing branches by the end of July 2011, with estimated cost of up to RM40,000 per branch. — Bernama

Lim said all new branches would incorporate disabled-friendly facilities as allowed by the infrastructure of the premises and in accordance with the local authorities’ guidelines