Maybank allots $4.9mln to improve customer service

Pilot customer service transformation programme to upgrade all bank’s frontline personnel in 70 branches.

Malayan Banking Bhd (Maybank) has allocated RM16 million ($4.89 million) 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 ($918,723) to RM4mil ($1.22 million) has been spent on training and new uniforms,” Lim said after launching the bank’s disabled-friendly branches in Kuala Lumpur on Wednesday.

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).

View the full story in the Malaysian Star.