新聞中心

Taishin FHC News

【CSR news】Taiwan's Service Industry Evaluation: Taishin Bank Comes Out Strong a Third Time

(2019/6/26) The awards ceremony for the Best Service in Taiwan, organized by the Commercial Times, was held on the 26th of this month. Taishin's advantages in "servicing multiple channels while creating innovative service experiences" helped the Bank once again win the cross-industry Special Award for Best Call Center and the financial industry Silver Award in Best Domestic Bank. Sam Lin, Deputy Chief Executive Officer of Retail Banking Group of Taishin Bank, accepted the awards on behalf of the Bank. In terms of personal service awards, Tsai Chiao-chi, a customer service employee of the Bank, also won the judges' favor for her outstanding services and won the highest personal award for Best Guest Service Professional.

Sam stated that, in an ever-changing FinTech market, Taishin Bank has always maintained a customer-centric focus. While Taishin pursues the "speed of technology", the Bank also takes into account the "hospitality" that employees can provide. Taishin provides comprehensive practical training to new customer service personnel and arranges for senior staff to serve as mentors. Real-life case studies enhance personnel's ability to problem-solve, think from the customer's point of view, and maintain a positive service attitude. Staff members are able to immediately respond to customers' needs, give service with empathy, and provide customers with professional advice.

Sam pointed out that Taishin Bank introduced AI intelligent customer services in 2016. The services' functions have progressed from text queries at first, to the current voice interactions. Customers can just talk to the virtual customer service agent, Rose, which greatly improves convenience and accuracy. Taishin Bank is also the first customer service bank in Taiwan to provide spoken dialog-based services. Furthermore, customers can also check their credit card spending records, available credit, and account balances through the Taishin app and official LINE account. During non-business hours, the public can use the Taishin VTM video counter to meet face-to-face with staff. This allows enjoying counter service with greater time flexibility.

Taishin Bank has multiple service channels to provide customers with the instant service they need. The Bank provides personable, flexible service, while using FinTech to improve speed and convenience. Taishin's perfect combination of "personal service" with the "speed of technology" is the main reason the Bank received this award. Sam also emphasized that Taishin Bank actively demonstrates the "3S" service spirit: "Simple", "Sincere", and "Superior". Taishin thinks one step ahead; through FinTech and personal, user-friendly service, the Bank provides customers with the best service experience in every interaction.



We are sorry, your browser does not support.

Please upgrade to the latest version of Internet Explorer, Google Chrome, Mozilla Firefox, or Apple Safari.