AmBank’s CX Lounge focuses on developing a culture of understanding customers’ needs
KUCHING: AmBank Group’s recently launched Customer Service (CX) lounge in Kuching focuses developing a culture of understanding what customer wants and how to meet their needs.
According to the Group Corporate Communications and Marketing’s executive vice president Syed Anuar Syed Ali, customers want their basic needs fulfilled when being served at branches.
“Because sometimes they (the customers) just need things to be simple, so we will attend to them, be courteous to them, make sure that we are able to fulfill their basic needs,” Syed Anuar told reporters during the AmBank Group Sarawak Region Christmas Open House on Friday night.
“Day-to-day, we have our own customers who come interact with us at the branch,” he added.
He noted that while the bank offers an online or digital banking platform for its customers, they will also go to the banks’ physical branch to perform their banking needs and hence, the bank is determined to make sure its employees can attend to the customers and and take care of their needs.
He added that they want to ensure that customers will always have a ‘smooth’ and enjoyable experience when visiting branches.
“This is why customer experience is now being embedded into the culture of AmBank. It’s going to be part of our DNA, so that it becomes second nature for us to be able to meet our customers’ needs.”
Earlier that Friday, AmBank Group had also organised a Christmas corporate social responsibility (CSR) programme with the Salvation Army Children’s Home at Jalan Upland which included activities such as a Christmas feast, carolling, gift presentations and others.
On CSR programmes for next year, Syed Anuar said they will be organising many types of events, focusing on CSR, sports events and recreation.