UOB is first bank in Singapore to adopt a first-of-its-kind service inclusiveness training programme. The initiative caters to caregivers and customers living with dementia, with all branch staff to be trained by November 2023.
The ‘Inclusive Customer Experience – Making a Difference for Persons Living with Dementia’ programme was conceptualised by UOB and NTUC LearningHub.
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Furthermore, the programme complements the Dementia-Friendly Singapore movement, driven by the AIC and Ministry of Health.
Training will complement technical knowledge branch staff already possess. Examples include Lasting Powers of Attorney and estate accounts. The aim is to ensure a more seamless and comfortable experience for caregivers seeking assistance at UOB branches.
A first in the Singapore market
The bank says it is the first service inclusiveness training programme in Singapore to equip frontline banking employees with the skills on how to interact with persons living with dementia, identify the needs of caregivers, as well as use their knowledge of available resources to support caregivers looking after their loved ones.
The training is designed and conducted by trainers who are experienced healthcare practitioners. UOB says the aim is to reduce the stress placed on staff and customers. And make their branch experience a more seamless and pleasant one.
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By GlobalData“UOB recognises the tremendous mental stress and workload caregivers of persons living with dementia shoulder. We admire their selfless sacrifices, and would like to do our part to support them. Our branch staff will be able to better connect and assist customers living with dementia as well as their caregivers.
“From serving their banking needs, to providing advice on relevant legal and financial documentation, and rendering appropriate assistance and emotional comfort when persons living with dementia seek help at our branches, we are committed to doing right by them,” said Chew Li Lian, Executive Director of Group Channels and Digitalisation, UOB.
Dementia programme aligns with UOB drive to promote social inclusiveness
Jeremy Ong, CEO, NTUC LearningHub, said: “NTUC LearningHub is proud to co-develop this service inclusiveness training programme with UOB.
“The uniqueness of this course lies in the curriculum. UOB is piloting the Inclusive Customer Experience programme for the banking sector. The curriculum and training are highly customisable and applicable for many customer-fronting roles and industries. This programme is well-aligned with our desire to promote social inclusiveness.
“This is especially so with the government placing more emphasis on providing stronger support and resources for caregivers. I applaud UOB for being a customer-centric organisation that prioritises excellent customer service and is exemplary in upskilling their employees with relevant skills. Riding on this successful pilot, we intend to reach out to other organisations to enhance service inclusiveness in Singapore.”
