Download - Public Bank | PBeBank.com

202PUBLIC BANK BERHAD Annual Report 2012Resilient AlwaysChairman’s Review – Business Operations ReviewServing The CustomerCustomer ServiceOver the years, the Public Bank Group has worked to standout in the industry in terms of customer service by focusingon improving internal processes and investing in frontlinetraining. It is the Group’s corporate philosophy to maintainhigh standards of customer service with the objective ofbuilding long-term relationships with its customers.Preserving Our Service CultureDelivering excellent customer service is at the heart of thePublic Bank Group’s business activities. The hallmark ofPublic Bank’s customer service experience has always beenthe quality and efficiency in which services are delivered atthe branch counters. The Bank has implemented variousactivities designed to inculcate a service oriented cultureamongst all levels of staff in line with the Group’s corporatetagline - “Excellence is Our Commitment”. This includeestablishing a Customer Service Charter and havingscriptbooks to guide our staff on the principles of deliveringhigh standards of customer service to customers.In its relentless quest to achieve customer service excellence,Public Bank continued to carry out activities to enhance thequality of its service levels. Some of the activities include:Carrying out random in-house Telephone Surveys withthe objective of ensuring all calls are promptly answeredwith proper and positive etiquette.Carrying out “Customer Service Focus Group” atbranches to obtain feedback and suggestions on everyaspect of customers’ banking experience with PublicBank for purposes of service improvements.In 2012, customer complaints to compliments ratio improvedto 6 to 1 as compared to 8 to 1 last year, a testament tothe effort and commitment of our people and the benefitsreaped from various customer service improvement initiatives.