Her dedication and diligence helped my business grow.
I can always count on her.”
- UOB Client
Mr. Ang Hock Chwei’s business was going through challenging times and the turning point came when he approached UOB Branch Manager, Ms. Carene Ng, to explain the situation.
Watch the video to find out how.
Excellent Service Award 2018
UOB continues to be at the forefront of service excellence. More than 1,250 of our employees are EXSA winners this year. Among them, 842 of the winners received the Star award, the highest tier of the awards.
Meet our Excellent Service Award Winners
Haresh Gobindram
ABS Service Excellence, Star Award Winner, 2018
"Service excellence is deeply embedded in UOB's DNA.
It is also an affirmation of my personal mantra to build lasting relationships with the people I serve and work with."
Demonstrating commitment to our customers
A customer who was mentally incapacitated had accumulated fees charged to his account because the balance fell below the required minimum amount.
His family wrote in to the Bank requesting for these charges to be waived as they were not able to maintain the minimum balance. Haresh took ownership of the case and recommended to management a solution while the family went through the necessary steps to receive financial assistance from the government.
This suggestion greatly alleviated the family's stress and frustrations. The family said, "We are grateful for the compassion and kindness showed to us."
Carene Song
ABS Service Excellence Champion, 2017
“Excellent Service is to serve customers with passion and to treat them with care and respect. We need to show consideration, patience and kindness; and to see situations not only with our eyes but with our heart too.”
Doing what is right for our customers
The elderly mother of a customer had received a premium notice to make payment for an insurance endowment policy. However, she was not able to afford the payment as her son - the customer - was bedridden in a hospital and the family was relying on social support for even their daily necessities.
Even though Carene knew that the customer did not have a strong case for an appeal as the documentation authorised by him was in order, she was understanding towards their predicament and felt more could be done to help them. Carene decided to go the extra mile for the customer by visiting him and obtaining his medical and financial information from various hospitals and rehabilitation centres. She then submitted an appeal request to the bank’s Compensation Review Panel and followed up very closely with the family’s situation at the same time. Fortunately for the customer, Carene’s perseverance to help them paid off and the appeal was eventually successful.
Cristabelle Leong
ABS Service Excellence Champion, 2016
“Service is about knowing our customers personally, establishing a relationship with them, building the trust and maintaining a positive relationship in the long run.”
Attentive service from the heart
A client had visited the UOB Wealth Banking Centre to open a Supplementary Retirement Scheme account. He was served by Cristalbelle who took time to explain the process in detail to him.
After the client had left the Centre, Cristalbelle discovered that he had left behind his wallet. She tried to chase after the client but he was not in the vicinity. The client was also uncontactable by phone. Because of her attentiveness while serving the client, Cristalbelle recalled that he had been chatting with his wife about where to have lunch. She attempted to locate him at the restaurant and eventually managed to find him there. She returned the wallet to the client, saving him the inconvenience of having to walk all the way back to the Centre.
In his feedback to the Bank, the client expressed his sincere appreciation to Cristalbelle for her dedication. He said: “Just as I wanted to walk all the way back, I saw Cristalbelle approaching me sweating and catching her breath. I was astonished to see her. It is a brilliant thing when staff are acutely aware of their surroundings and customers.”
Rebecca Lim
ABS Service Excellence Star Award Winner, 2015
“Service should always come from the heart and excellent service would mean always to respect and treat others the way that they would like to be treated”.
Having customer’s interest at heart
A Privilege Reserve client had received a complimentary dining at CUT BY WOLFGANG PUCK restaurant as one of the Bank’s lifestyle offers. The client was disappointed to learn that the complimentary dining was for the beef menu as she did not eat beef. On learning this, Rebecca took the initiative to call the management of the restaurant to request for an alternative menu that suited the customer’s dietary preference. Even though the restaurant is a renowned steak house, Rebecca managed to persuade the restaurant to extend an alternative menu to the client. When informed of the good news, the client was very pleased that Rebecca had taken ownership of her concern and had gone the extra mile to provide her with the right solution to meet her dietary needs. The client ended the call by saying “So nice!” “very thoughtful of you, thank you very much!”
Carene Ng
ABS Service Excellence 1st Runner-up, 2014
“Service is about placing the customer at the heart of all I do, going beyond expectations to provide value added services to our customers.”
Providing dedicated service with professionalism and care
During the financial crisis, a customer’s company was going through challenging times with cash flow issues. He was paying high interest on his commercial loan as he was unable to obtain refinancing with his lending bank then. The customer approached Carene Ng to discuss the situation and she helped the customer to refinance the mortgage loan to UOB which helped the customer’s company to save a great deal in the interest expenses.
Two years later, the customer decided to do a gear up against the existing property lodged with the bank. Carene reviewed the customer’s borrowing facilities and business requirements in detail and guided the customer on the review process. She also discovered that the lodgment was not executed properly by the lawyer and there would be a cost involved to rectify the matter. Even though Carene was no longer the relationship manager, she visited the customer to provide him with the best solution. Without compromising the bank’s position, Carene put the customer’s interest at heart and managed to get a lawyer to help with the execution of the lodgment without the customer incurring any cost on their part.
In the feedback to the bank, the customer said “Carene is responsible and is someone who I can rely on. She did not ignore my case even when it is not in her current work scope. We can tell her our problems and she will help us. She treats us like friends and she is like a bridge between UOB and me. We sincerely thank Carene for her utmost care towards our company and believe many corporate customers like us will enjoy the banking experience with UOB.”
Tan Puay Joo
ABS Service Excellence 1st Runner-up, 2013
“Service excellence is not a sprint but a marathon. It’s about being consistent and having the perseverance and determination to exceed expectations.”
Bringing excellent banking service right to the doorstep
An upset customer visited the branch and informed Puay Joo that despite making several attempts to set up the Business Internet Banking (BIB) service on her computer, she still could not access the BIB service to view her account transactions. Puay Joo sprang into action to check on the issue and found out that the customer had yet to set up the ‘Administrator’ function.
She guided the customer on the process and the customer’s BIB service was successfully activated. The customer felt relieved as she could now perform the funds transfer to pay her suppliers via the BIB service.
After the customer returned to her office, she called Puay Joo and informed her that she still could not view her account transactions via the BIB service. Without any hesitation, Puay Joo visited the customer at her office and helped her resolve the matter successfully.
The customer was impressed with the positive service attitude shown by Puay Joo in assisting her to resolve her problem. She informed Puay Joo that she had intended to take up a loan to purchase a commercial property from another bank but now she would like to apply for the loan with UOB instead. In her feedback to the Bank, the customer wrote, “Puay Joo is a knowledgeable and professional manager who delivers service with the human touch. UOB is very good and the Branch Manager is now a very good friend of mine!”
Jerzel Chai
ABS Service Excellence Champion, 2012
“Service should always come from the heart. Going the extra mile for the simple reward of a smile from a satisfied client is the mark of a service champion.”
Going above and beyond to meet a customer’s needs
Jerzel noticed a customer looking rather distressed at the banking hall and quickly approached her to offer assistance. The customer informed Jerzel that she had slipped and fallen just before reaching UOB’s Katong branch. She had intended to visit her supplier in Johor Bahru to make an urgent payment but was unable to do so as she had sprained her ankle.
To allay the customer’s anxiety, Jerzel offered to drive the customer to visit her supplier so that she would not be penalised by them for late payment. A week later the customer visited the branch with a box of cakes to thank Jerzel for her thoughtful and caring gesture.
In her feedback to the Bank, the customer said, “I have never met anyone from a bank that has shown me such sincerity and patience. Thank you for helping me to drive to JB to settle my payments with my supplier. I truly appreciate what you had done. I will definitely introduce my family and friends to bank with you in the future.”
-
Haresh Gobindram
ABS Service Excellence, Star Award Winner, 2018
"Service excellence is deeply embedded in UOB's DNA. It is also an affirmation of my personal mantra to build lasting relationships with the people I serve and work with."
Demonstrating commitment to our customers
A customer who was mentally incapacitated had accumulated fees charged to his account because the balance fell below the required minimum amount.
His family wrote in to the Bank requesting for these charges to be waived as they were not able to maintain the minimum balance. Haresh took ownership of the case and recommended to management a solution while the family went through the necessary steps to receive financial assistance from the government.
This suggestion greatly alleviated the family's stress and frustrations. The family said, "We are grateful for the compassion and kindness showed to us."
-
Cristabelle Leong
ABS Service Excellence Champion, 2016
“Service is about knowing our customers personally, establishing a relationship with them, building the trust and maintaining a positive relationship in the long run.”
Attentive service from the heart
A client had visited the UOB Wealth Banking Centre to open a Supplementary Retirement Scheme account. He was served by Cristalbelle who took time to explain the process in detail to him.
After the client had left the Centre, Cristalbelle discovered that he had left behind his wallet. She tried to chase after the client but he was not in the vicinity. The client was also uncontactable by phone. Because of her attentiveness while serving the client, Cristalbelle recalled that he had been chatting with his wife about where to have lunch. She attempted to locate him at the restaurant and eventually managed to find him there. She returned the wallet to the client, saving him the inconvenience of having to walk all the way back to the Centre.
In his feedback to the Bank, the client expressed his sincere appreciation to Cristalbelle for her dedication. He said: “Just as I wanted to walk all the way back, I saw Cristalbelle approaching me sweating and catching her breath. I was astonished to see her. It is a brilliant thing when staff are acutely aware of their surroundings and customers.”
-
Rebecca Lim
ABS Service Excellence Star Award Winner, 2015
“Service should always come from the heart and excellent service would mean always to respect and treat others the way that they would like to be treated”.
Having customer’s interest at heart
A Privilege Reserve client had received a complimentary dining at CUT BY WOLFGANG PUCK restaurant as one of the Bank’s lifestyle offers. The client was disappointed to learn that the complimentary dining was for the beef menu as she did not eat beef. On learning this, Rebecca took the initiative to call the management of the restaurant to request for an alternative menu that suited the customer’s dietary preference. Even though the restaurant is a renowned steak house, Rebecca managed to persuade the restaurant to extend an alternative menu to the client. When informed of the good news, the client was very pleased that Rebecca had taken ownership of her concern and had gone the extra mile to provide her with the right solution to meet her dietary needs. The client ended the call by saying “So nice!” “very thoughtful of you, thank you very much!”
-
Carene Ng
ABS Service Excellence 1st Runner-up, 2014
“Service is about placing the customer at the heart of all I do, going beyond expectations to provide value added services to our customers.”
Providing dedicated service with professionalism and care
During the financial crisis, a customer’s company was going through challenging times with cash flow issues. He was paying high interest on his commercial loan as he was unable to obtain refinancing with his lending bank then. The customer approached Carene Ng to discuss the situation and she helped the customer to refinance the mortgage loan to UOB which helped the customer’s company to save a great deal in the interest expenses.
Two years later, the customer decided to do a gear up against the existing property lodged with the bank. Carene reviewed the customer’s borrowing facilities and business requirements in detail and guided the customer on the review process. She also discovered that the lodgment was not executed properly by the lawyer and there would be a cost involved to rectify the matter. Even though Carene was no longer the relationship manager, she visited the customer to provide him with the best solution. Without compromising the bank’s position, Carene put the customer’s interest at heart and managed to get a lawyer to help with the execution of the lodgment without the customer incurring any cost on their part.
In the feedback to the bank, the customer said “Carene is responsible and is someone who I can rely on. She did not ignore my case even when it is not in her current work scope. We can tell her our problems and she will help us. She treats us like friends and she is like a bridge between UOB and me. We sincerely thank Carene for her utmost care towards our company and believe many corporate customers like us will enjoy the banking experience with UOB.”
-
Tan Puay Joo
ABS Service Excellence 1st Runner-up, 2013
“Service excellence is not a sprint but a marathon. It’s about being consistent and having the perseverance and determination to exceed expectations.”
Bringing excellent banking service right to the doorstep
An upset customer visited the branch and informed Puay Joo that despite making several attempts to set up the Business Internet Banking (BIB) service on her computer, she still could not access the BIB service to view her account transactions. Puay Joo sprang into action to check on the issue and found out that the customer had yet to set up the ‘Administrator’ function.
She guided the customer on the process and the customer’s BIB service was successfully activated. The customer felt relieved as she could now perform the funds transfer to pay her suppliers via the BIB service.
After the customer returned to her office, she called Puay Joo and informed her that she still could not view her account transactions via the BIB service. Without any hesitation, Puay Joo visited the customer at her office and helped her resolve the matter successfully.
The customer was impressed with the positive service attitude shown by Puay Joo in assisting her to resolve her problem. She informed Puay Joo that she had intended to take up a loan to purchase a commercial property from another bank but now she would like to apply for the loan with UOB instead. In her feedback to the Bank, the customer wrote, “Puay Joo is a knowledgeable and professional manager who delivers service with the human touch. UOB is very good and the Branch Manager is now a very good friend of mine!”
-
Jerzel Chai
ABS Service Excellence Champion, 2012
“Service should always come from the heart. Going the extra mile for the simple reward of a smile from a satisfied client is the mark of a service champion.”
Going above and beyond to meet a customer’s needs
Jerzel noticed a customer looking rather distressed at the banking hall and quickly approached her to offer assistance. The customer informed Jerzel that she had slipped and fallen just before reaching UOB’s Katong branch. She had intended to visit her supplier in Johor Bahru to make an urgent payment but was unable to do so as she had sprained her ankle.
To allay the customer’s anxiety, Jerzel offered to drive the customer to visit her supplier so that she would not be penalised by them for late payment. A week later the customer visited the branch with a box of cakes to thank Jerzel for her thoughtful and caring gesture.
In her feedback to the Bank, the customer said, “I have never met anyone from a bank that has shown me such sincerity and patience. Thank you for helping me to drive to JB to settle my payments with my supplier. I truly appreciate what you had done. I will definitely introduce my family and friends to bank with you in the future.”