Customer service relationship at United Commercial Bank PLC

Abstract

The customer service relationship in this report is evaluated in the United Commercial Bank PLC, especially in the operations of the General Banking Department of the bank. Having conducted the apprenticeship between 23/10/2025 and 22/01/2026, the research has equipped me with various banking experiences such as assisting customers in the opening of accounts, issuing cheque, distributing ATM cards, and responding to customer queries about various transactions and services in their accounts. The main objective of this report is to analyze and review the customer service policies used at UCB PLC, analyze their effectiveness and propose possible areas of improvement. UCB PLC is a financial institution with 89 branches spread across Bangladesh and engaged in providing quality services to its customers. The report seeks to provide an insight into the operations of UCB PLC and the importance of customer service in promoting customer satisfaction and loyalty towards the company. The report will contain a general overview of the operations of UCB PLC, the activities I performed during the internship, the challenges that the General Banking Department faces, and the lessons I learned. It ends with the recommendations on how to improve customer service processes, strengthen the relationships of the bank with its clients and guarantee the further evolution and satisfaction.