Review front of the house experience for customers
Experience at Raffles Holland Village branch - in their attempt to reduce the load on counter service, they create a long queue managed by staff who not only not have an adequate command of English to serve customers at this branch, they are also not tech savvy and read off standard mental scripts that do not help anyone. A big turn-off. The front of the house experience is the worst ever. Cross the road to UOB, and the experience is so differerent. While DBS sticks to the standard 'MOM letter within the last 3 months' for proof of address for a MDW, UOB accepts the same letter that has a 2-year validity though it is dated over 3 months ago. I would suggest putting the strongest staff in the front of the house rather than the weakest parttimers. DBS just lost a customer while UOB gained one today.