Bank Islam Brunei Darussalam (BIBD) has undertaken a comprehensive and holistic refresh of the bank’s service DNA to better serve their customers as part of its ongoing commitment to continuously enhancing and improving customer experience. Earlier this month, the bank embarked on an exercise to improve its customer journey.
BIBD Deputy Chief Operating Officer Lyndsay Spray said, “Customers today are well informed, savvy and have high expectations for a memorable experience. What we are doing is documenting what happens at every step of the customer journey, and discovering in detail how the bank can support that journey to deliver excellent customer service.”
She added, “Our customers are truly at the heart of everything we do, and we are grateful for the feedback that they’ve given us. We want to assure them that we are listening and are determined to find ways to actively enhance our service quality and standards.” This commitment to customer excellence is being driven by all levels of the organisation.
BIBD’s senior management regularly conducts branch visits to selected BIBD premises to connect with frontline staff and get a true sense of any issues or areas where the customer experience can be improved.
A Bank Islam Brunei Darussalam employee attending to a customer. PHOTO: BIBD
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