CRD Welcome Package

Corporate Relations Department

Procedures Manual

In this category, the judges would assess the bank’s efforts in quality of service delivery.

Emphasis would also be placed on how the bank knows what its

customers need, how it understands the customer's experience through

objective measurements of service satisfaction. The banks would

therefore need to outline:

 Clearly stated policies and best practices promoting customer

service excellence

 Customer feedback programmes/customer satisfaction surveys

 Customer appreciation programmes, giveaways, special rates etc

 Commitment to customer service excellence via the continued

development of staff through ongoing training

 Improvement of facilities and services

iii.

Financial Education and Empowerment

Each bank would demonstrate its efforts to empower its community

through financial education. Entries under this category would be

adjudged on the following:

 Participation in Financial Information Month (FIM)

 Outreach programmes promoting entrepreneurship, savings and

investments

 Provision of small business credit and advisory services

 Initiatives to educate citizens about asset management and

protection

iv.

Technological Innovation

The award would be given to the bank with the most outstanding

initiative or policy that enhances its products and services by providing

innovative technological solutions for market needs. Novel delivery

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