NTUC LearningHub (LHUB) and United Overseas Bank (UOB) have started a training programme for 900 frontline bank employees to better understand the everyday challenges faced by people with disabilities.
The programme, called WSQ Demonstrate the Service Vision, will see UOB’s employees learn more about the practical actions they can take to help people with disabilities better access the bank’s services.
The initiative is the first service inclusiveness training for the financial services sector that was developed through a collaboration among the Ministry of Social and Family Development, LHUB, the Disabled People’s Association and UOB.
The full-day training programme comprises classroom learning and role-playing. UOB employees will also get first-hand perspectives on the common issues faced by people with disabilities, such as those who are visually or hearing-impaired, or coping with dementia.
Minister of State for Social and Family Development Sam Tan attended part of the training programme when it was launched on 24 April 2019.
He 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.”
NTUC Assistant Secretary-General Patrick Tay commented that the Labour Movement is glad to support UOB and other banks to help keep workers relevant in the industry.
“This training programme by LHUB 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,” said Mr Tay.
Branch Manager Heng Siew Pheng was one of those who participated in the programme’s pilot training. She helps to manage operations at the branch and assist customers with their banking needs.
Ms Heng said: “The training opened my mind to the challenges faced by people with disabilities. It helped me to realise that with more awareness and understanding, each one of us can play a part in promoting a more inclusive society. I look forward to putting what I have learnt into practice and to making banking services more accessible for all our customers.”
