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Best Customer Experience Management of the Year

1 July 2008

The first and only bank in Singapore and Malaysia to be awarded the prestigious “Best Customer Experience Management of the Year” Award (Banking Service).

RHB Bank Berhad, Singapore adds another feather to their cap by being the first and only bank in Singapore and Malaysia to be awarded the prestigious “Best Customer Experience Management of the Year Award (Banking Service). The award is conferred to organisations that have demonstrated the highest standards in service excellence regionally by the Asia Pacific Customer Service Consortium in Hong Kong (APCSC HK).

This is the second year in a row that RHB Bank Berhad, Singapore has been honoured with consecutive customer service quality awards, the other earlier award being The Singapore Service Class (S-Class) award conferred by Spring Singapore in January 2007.

Mr Michael J. Barrett, Group Managing Director of RHB Banking Group said, “We are very honoured to receive the APCSC award. It gives a strong acknowledgement of our efforts in delivering excellent service quality and customer relationship that will continue to distinguish us in the regional market. With strong understanding of our customers’ financial needs coupled with a strong dedication for quality service, we will be able to value add by personalizing banking to them.”

“Winning two consecutive service awards is a great testimony of our pursuit for service excellence. RHB Bank Singapore has a proven track record in the area of service excellence and we have succeeded in providing a great banking experience through innovation, dedication, flexibility and above all, great customer experience. With RHB Bank, banking is made personal,” said Mr Lim Hun Joo, Country Head, RHB Bank Singapore.

"RHB Bank Singapore, under the flagship of the RHB Banking Group, has a vibrant service culture and a strong executive leadership in creating a new banking service experience from a fresh customer perspective. The Bank has performed well against all the key success factors outlined in the CRE Awards judging criteria, the CSQS Standard. Congratulations for Achieving Customer Relationship Excellence!" said Mr Jason Chu, Chairman, APCSC HK.

The team at RHB Bank Berhad Singapore has gone through a four-year continuous service quality improvement programme culminating in being awarded the Singapore Service Class (S-Class) award in January 2007. It took the team another eight months of preparation to be recognised with the prestigious “Best Customer Experience Management of the Year Award (Banking Service).

The presentation of the case to the APCSC HK Awards Committee which took place in Hong Kong in February this year impressed the committee members. The bank scored well in all aspects of the rigorous assessments including on-site assessment and an online voting which showcased the strong support and endorsement by their customers.

To top it off, RHB Bank scored a double win at the Awards. Miss Jo Anne Ng Loo Yen, Head of Service Quality at RHB Bank Berhad Malaysia won the Customer Relationship Management (CRM) Director of the Year. This award is only conferred to individuals who have demonstrated a solid commitment to elevating and raising the standard of Customer Service.

The goal of the APCSC Award is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. Present to accept the award were Mr Renzo Viegas, Head, Retail Banking, RHB Banking Group, and Mr Lim Hun Joo, at the award ceremony that was held in Hong Kong on Friday, 27 June 2008.

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