With an average of around 300 clients a day visiting its premises, Bank of Valletta’s San Gwann branch is one of the busiest branches in the Bank’s retail network. This branch organised an Emerald Day – a special day where all employees made an extra effort to treat all customers to exceptional service while visiting the branch.

Customers entering the premises were greeted by branch manager Julian Baldacchino, who welcomed and ushered them inside the branch. Customer relations officers offered tea, coffee and biscuits to customers and some were even introduced to the entire branch’s staff. The branch’s décor was also enhanced for this special day.

Employees at the San Gwann Branch opted to give a traditional Maltese theme to the Emerald Day. In this regard, a lace-maker was invited to the branch to display her lace-making techniques with the traditional cumbini and Etnika’s folkloristic music was played in the background. Traditional Maltese biscuits such as qaghaq ta’ l-ghasel and biskuttini were served and upon leaving the branch, customers were presented with a small traditional Maltese souvenir.

Mr Baldacchino said: “Besides showing a form of appreciation towards customers visiting our branch to make use of the bank’s products and services, Emerald Days seek to help the bank achieve healthier communication with internal and external customers, increase awareness amongst staff members of the importance of providing

quality service and help branches attract and retain customers by providing them with the best service possible.”

He added: “The San Gwann branch is active in promoting BOV’s 24x7 delivery channels, namely Internet banking, telephone banking, mobile banking and the customer service centre. We are extremely pleased with the response we have received from our customers to these services, which provide the customer with a straightforward and efficient way to obtain service from the bank. This notwithstanding, we also acknowledge the fact that there are a lot of customers who still prefer to visit our outlets for their banking needs. In this regard, we have an ongoing commitment not only to retain high quality standards but also to enhance them.”

Bank of Valletta plans to organise similar Emerald Days in a number of other branches across Malta and Gozo over the coming weeks.