Long lines, zero seats, slow service, impersonal and very transactional—these are just some words usually associated with visits to bank branches. Majority of bank customers feel they are just a number waiting to be called by a teller at the counter. The norm of bank branch visits has never been exciting and likable.
When Maybank moved to its new headquarters in 2012, the bank saw an opportunity to change the norm in branch banking services. With a premier location at the heart of Bonifacio Global City (BGC) in Taguig, the Maybank Main Office Branch’s design was inspired by five-star hotel service standards. Upon entering the branch, one would think they just entered a hotel lounge, with a feel-at-home ambiance, where a once-visitor can turn into a guest of a lifetime. As the customer’s first point-of-contact, Maybank wanted to make the branch encounter special. Providing a complete experience from the warm greetings at the lobby, comfortable furniture, relaxing feel, pleasant and prompt service, customers leave the branch smiling. The experience builds a solid and lasting affinity with the bank because of the unforgettable moment. Maybank aims to make its clients feel the same satisfaction as in a hotel, whenever they visit the Maybank Main Office Branch.
Maybank’s Main Office Branch is the bank’s biggest branch, and showcases a kiddie area, refreshment bar, night depository box, internet kiosk, iPads, and low-table counters. These features make banking a pleasant experience. Parents have piece of mind while transacting, as their children can play at the kiddie area. Customers feel at home with the refreshment bar, where the legendary Maybank Blend coffee, juice, snacks and candies are served. The night depository box offers an extended service to customers and is ideal for establishments around the BGC area that operate beyond banking hours. The Internet kiosk offers online banking for customers who are on the go. Apple iPads make the waiting time of customers entertaining with unlimited access to sites. Low-table counters make transactions more suitable where clients are seated during transactions. Moreover, the Maybank Main Office Branch is the only branch in BGC with 9 a.m. to 9 p.m. banking on weekdays, and 9 a.m. to 7 p.m. Saturday banking. These features were well thought out and integrated in the Main Office Branch to make available Maybank’s unique brand of service to customers—a promise that Maybank intends to keep as the bank continues to grow.
Maybank constantly aims to raise the level of branch banking services. With its brand promise of Humanizing Financial Services, Maybank has spread the exceptional customer experience to all its branches nationwide. While the 79 other branches nationwide may be smaller in size than the Main Office Branch, the desire to deliver the high level of customer experience is consistent.