PETALING JAYA: The Association of Banks in Malaysia (ABM) has introduced a standardised template for a customer service charter for commercial banks to improve efficiency and accountability towards consumerism.
The initiative, a collaboration between ABM and its members, is the next service launched following the well-received partner initiative last year which focuses on streamlining and simplifying processes and procedures of loan applications for small and medium enterprises.
Executive director Chuah Mei Lin said that aside from improving standards of service and build stronger customer-banker relationship, “the customer service charter also sets out the time frames within which a customer can expect the banks respectively to deliver the services highlighted”.
“In this manner, customers will be better equipped to set their expectations accordingly when conducting business with a particular bank,” she added, acknowledging that banks had to keep up with customers’ needs and maintain high-standard customer service in the competitive banking climate.
With the charter, customers can review all the information furnished and use the turnaround times as a comparative tool to select banking services.
Most member banks have posted their charters on their website and banking halls and a standardised template can be found on ABM’s website too.(The Star Online)
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