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.”