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

Maybank peruntuk RM16 juta tingkat khidmat pelanggan

Lim Hong Tat (tiga dari kiri) memberi layanan kepada orang kurang upaya selepas majlis pelancaran cawangan Maybank untuk orang kurang upaya di Maybank Taman Connaught, Kuala Lumpur.

KUALA LUMPUR 16 Jun - Malayan Banking Bhd. (Maybank) memperuntukkan RM16 juta bagi program transformasi perkhidmatan pelanggannya yang bermula sejak April lalu.

Naib Presiden Eksekutif Kanan dan Ketua Perbankan Penggunanya, Lim Hong Tat berkata, program perintis yang melibatkan 70 buah cawangan Maybank yang kini meliputi Kuala Lumpur, Selangor, Melaka dan Negeri Sembilan itu akan diperluaskan ke seluruh negara menjelang Ogos tahun ini.

Beliau berkata, fokus kepada program transformasi ini ialah latihan dan pembangunan yang mana akan meningkatkan perkhidmatan para petugas di kaunter hadapan cawangan-cawangan Maybank.

"Sehingga kini Maybank telah membelanjakan RM3 juta hingga RM4 juta untuk latihan dan pakaian baru," katanya kepada media selepas melancarkan cawangan Maybank yang menyediakan kemudahan mesra orang kurang upaya di Taman Connaught di sini hari ini.
Menurut Hong Tat, program transformasi perkhidmatan pelanggan telah memberi kejayaan kepada Maybank yang mana Bank Internasional Indonesia (BII) telah memenangi tempat pertama bagi anugerah amalan terbaik untuk perkhidmatan pelanggan di Indonesia.

Sementara itu, Maybank Taman Connaught merupakan antara lima buah cawangan yang dipertingkatkan dengan kemudahan orang kurang upaya dan bank tersebut telah melabur sebanyak RM280,000 bagi menyediakan kemudahan tersebut.

Cawangan lain yang menyediakan kemudahan mesin juruwang automatik yang direndahkan serta laluan untuk kerusi roda ialah di Sitiawan dan Lumut di Perak, Senawang di Negeri Sembilan dan cawangan utama Petaling Jaya di Selangor.

Hong Tat berkata, Maybank merancang untuk menaik taraf kemudahan seperti itu di 12 cawangan lain sehingga Julai ini dengan anggaran kos antara RM40,000 bagi sebuah cawangan.
Tambahnya, semua cawangan baru itu akan menyediakan kemudahan untuk golongan kurang upaya sebagaimana yang dibenarkan oleh pihak berkuasa tempatan.

Maybank sets aside RM16m to enhance customer service

KUALA LUMPUR: 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 on Wednesday, June 16.

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, 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 on Wednesday.

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, 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

RM16M for customer service :Maybank

Lima cawangan Maybank mesra OKU

HONG TAT (dua dari kiri) melayan pelanggan OKU menggunakanmesin ATM di Taman Connaught, Kuala Lumpur semalam.

BERITA HARIAN KUALA LUMPUR 17th June– Dalam usaha menjadikan perkhidmatan perbankan lebih mesra pengguna khususnya kepada golongan orang kurang upaya (OKU), Maybank kini mengambil inisiatif dengan menyediakan pelbagai kemudahan khas untuk kumpulan berkenaan di lima cawangan sedia adanya.

Presiden Eksekutif Kanan dan Ketua Perbankan Konsumer Maybank, Lim Hong Tat berkata, lima cawangan tersebut ialah di Taman Connaught di Cheras, cawangan utama Maybank Petaling Jaya di Selangor, Senawang di Negeri Sembilan, Sitiawan dan Lumut di Perak

“Antara kemudahan yang disediakan ialah kaunter khidmat pelanggan khas, mesin pengeluaran wang automatik (ATM) dan mesin deposit tunai (CDM) yang lebih rendah kedudukannya, tanjakan (ramp), tempat letak kenderaan khas OKU serta pintu gelangsar automatik untuk ke mesin ATM dan CDM,” katanya.

Maybank Launches Disabled-Friendly Branches and Service Transformation Initiative.

Kuala Lumpur, June 16, 2010

Maybank continued its service innovation for customers who require special assistance with the official launch of five disabled-friendly branches to cater to the needs of wheelchair-bound users. These branches provide facilities and services for wheelchair-bound users to conveniently access the bank as well as undertake self-service transactions at the ATM, cash deposit machines or counter. Maybank personnel are also on hand to render special assistance to such customers

Maybank’s disabled-friendly branches are equipped with designated parking lots where available and ramps to provide convenience and easy access for wheelchair-bound customers. Within the branches, there are specially built ATM machines installed at a suitable height for those requiring self-service banking, while designated counters are available on the same level at the entrance to facilitate the needs of customers requiring counter services.

The launch was held at the Maybank branch in Taman Connaught, Cheras, which was the first facility to be upgraded. In addition to Taman Connaught, four other Maybank locations offering such services are the main branch in Petaling Jaya; Setiawan and Lumut in Perak; and Senawang in Negeri Sembilan.Eleven other branches have also some disabled-friendly facilities such as ramps to enable wheelchair-bound customers easier access to the premises, namely in Kuala Selangor, Sekinchan, Sungei Besar, Sabak Bernam and Pulau Pangkor in Selangor; Pekan in Pahang, Merlimau in Malacca; Penang Times Square and Bayan Baru in Penang; Kampong Koh in Perak; and Sibu in Sarawak.

“Our disabled-friendly branches, are part of Maybank’s on-going service transformation initiatives, to raise our service standards as well as empower all the communities we serve including the disabled,” said Lim Hong Tat, Senior Executive Vice President and Head of Consumer Banking at the official launch.

Also present at the launch was Mr Muruges Waran Veerasamy, President of the Damai Disabled Persons Association of Selangor and Wilayah Persekutuan whose members access the facilities at Maybank Taman Connaught.

“Even before we embarked on providing facilities at our branches for the disabled, Maybank employees were already offering personalised assistance to those who had difficulties accessing our banking services. We took it a step further with the inclusion of special ATMs and cash deposit machines to raise our service standards and empower communities we serve to enrich their banking experience with us,” added Lim.

Lim said that a total of RM280,000 was spent to upgrade the five branches. “Maybank expects to convert 12 more existing branches by July 2011 while all future branch openings will be equipped with disabled-friendly services and facilities if the infrastructure of the premises permits as well as in accordance with the local authorities’ guidelines.”

The facilities offered at the designated branches have been designed in accordance with the guidelines provided by the Ministry of Housing and Local Government as well as views from the disabled community respective associations.

Lim also said that the launch of the services for the disabled coincides with Maybank’s on-going service transformation initiatives. “Our latest customer centric service initiative revolves around the motto “Serve from Your HEART”, that represents humility, efficiency, appreciation, respect and trust.”

The “Serve from your HEART” programme, which started in April this year, focuses on training and development programmes to enhance the service performance of all frontline employees of Maybank. Maybank frontline personnel are also provided with uniforms to portray a professional corporate image. This new service initiative has been introduced by Maybank as a pilot programme across 70 branches and will be fully implemented across all branches by August 2010. Maybank has allocated RM16 million for this programme.

Lim added, “HEART forms the foundation of how we serve customers today, with greater emphasis placed on ensuring speed and accuracy in delivery while we maintain mutual understanding and respect for each other. Innovative products as well as greater accessibility and convenience are also key factors to ensure all our customers have an enhanced and consistent banking experience.”

Maybank Sets Aside RM16 Million To Enhance Customer Service

June 16, 2010 15:23 PM

KUALA 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.

Disabled-friendly ATMs in Maybank branch

KUALA LUMPUR: Disabled persons (OKU) can now do their banking business with Maybank with ease. Maybank officially launched its five disabled-friendly branches to cater to the needs of wheelchairbound customers this morning.

SPECIAL DESIGN: Lim helping a wheelchair-bound woman

at the Maybank in Taman Connaught. — Pic: RAZAK GHAZALI

The disabled-friendly branches are equipped with designated parking lots and ramps.

In addition, specially-built ATMs are installed at a suitable height and designated counters are available on the same level.

Maybank senior executive vice-president and head of consumer banking, Lim Hong Tat, said: "The facilities were designed in accordance with the Guidelines on Buildings Requirements for OKU issued by the Ministry of Housing and Local Government as well as input from Damai Disabled Persons Association of Selangor and Federal Territory."

The launch was at the Maybank branch in Taman Connaught, Cheras, which was the first facility to be upgraded.

The other four branches involved are the main branch in Petaling Jaya, Sitiawan, Lumut and Senawang.

Also present at the launch was V. Murugeswaran, president of the Damai Disabled Persons Association of Selangor and Federal Territory.