Eliza Quek, Orchard Branch

Eliza Quek consistently delivers excellent customer service to both her peers and customers. She is often complimented by customers for her “above and beyond” service aptitude.

 

Once, a customer whose credit card got retained at Orchard Central sought help from Eliza at Orchard branch. He was in dire straits because he needed to purchase things urgently with that credit card, which was the only accepted card in Singapore. Upon hearing the customer’s situation, Eliza immediately alerted her branch’s CSMs. While CSM Jenny was liaising with EB Ops on the urgent arrangement for CISCO to retrieve the card from the machine and to get it delivered to Orchard branch, Eliza was quick to reassure customer and promised to keep him updated on any developments. Within two hours, the customer successfully collected his credit card from the branch and commented “I got my card again. Perfect. Thanks a lot!” Eliza’s empathy and prompt action saved the day for the customer.

 

Eliza’s proactiveness and unselfish service mindset have benefited many customers, one of whom complimented “excellent service, much better than the other banks that I know”. Not only did Eliza impress her customers with her exceptional service delivery, she is regarded as an exemplar of service excellence for her peers.

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