Launch first multi-sector collaboration for service inclusiveness training for the financial sector
United Overseas Bank (UOB) and NTUC LearningHub today launched a training programme for bank employees to open their minds to the everyday challenges faced by people with disabilities. Through the programme, UOB’s employees will have a better understanding of the practical actions they can take to help people with disabilities access banking services more easily.
The WSQ Demonstrate the Service Vision programme is the first service inclusiveness training for the financial services sector that was developed through a multi-sector collaboration among the Ministry of Social and Family Development (MSF), NTUC LearningHub, the Disabled People’s Association (DPA) and UOB. The programme also supports the Government’s efforts to improve social inclusion which was highlighted as a priority in the recent Budget.
The full-day training programme comprises classroom learning and role playing. UOB employees will hear first-hand from DPA’s Inclusion Ambassadors1 on the common issues faced by people with disabilities, such as those who are visually- or hearing-impaired, or have dementia.
Minister of State for Social and Family Development, Mr Sam Tan, attended part of the training programme today and said, “By learning how to interact with and assist persons with special needs and their caregivers, businesses make a statement that they truly care about the unique needs and service experience of all their customers. I hope that more businesses and employers will encourage their staff to strive towards inclusive customer service that serves persons of all abilities well.”
Ms Janet Young, Head of Group Channels and Digitalisation, UOB, said that the service inclusiveness programme will challenge its 900 frontline service employees to be more conscious of how they interact and engage with all customers.
“At UOB, we are committed to setting new standards in how we serve our customers. Through service inclusiveness training, our people are guided on what they can do to support the needs of customers with disabilities. For example, many of us take for granted being able to walk into a bank to attend to our banking needs. We do not necessarily have to consider how to get into the branch, how to find information if we cannot see it or how to follow verbal instructions if we cannot hear what is being said to us. Through NTUC LearningHub’s training programme, we break down the customer journey and look for the barriers our people can remove through their own actions,” Ms Young said.
Mr Kwek Kok Kwong, Chief Executive Officer of NTUC LearningHub, said, “NTUC LearningHub is proud to partner UOB and the MSF to co-develop this first-of-its-kind service inclusiveness training programme. This programme is particularly aligned with our desire to promote social inclusion.
“As the Government continues its efforts to raise greater awareness and to provide stronger support in building a more inclusive society, businesses are also encouraged to ensure that all customers, including those with disabilities, have equal access and opportunities to goods and services. UOB is exemplary of a customer-centric organisation that prioritises excellent service for their customers, regardless of their background and abilities. Riding on this successful pilot with UOB, NTUC LearningHub intends to reach out to organisations in other industries and work towards making service inclusivity the norm rather than the exception in Singapore,” Mr Kwek said.
Mr Patrick Tay, Assistant Secretary-General of National Trades Union Congress (NTUC), said, “The Labour Movement is happy to support this joint effort for the financial services industry. This training programme by NTUC LearningHub not only improves the bank’s service quality, but equips workers in the sector with skills and expertise to address different customer needs. I am encouraged that UOB is proactive in sending their staff for continuous training and skills upgrading. The Labour Movement will be glad to support UOB and other exemplary banks to help keep our workers relevant in the industry.”
1 DPA’s Inclusion Ambassadors are members with disabilities who are trained to engage with the public to raise awareness and to promote inclusion of people with disabilities at various outreach events.
