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{{B}}The bank
with ideas{{/B}} with several hundred years of history behind it, the APL Bank has few problems in convincing businesses that it is a reputable and secure{{U}} (19) {{/U}}of a range of banking services. Now, it is demonstrating to business customers that it is flexible and responsive enough to{{U}} (20) {{/U}}their changing needs in the 21st century. Based in London, APL offers banking services to businesses throughout the UK via its branch{{U}} (21) {{/U}}. Most customer service provision is{{U}} (22) {{/U}}out by personal account managers based in local branches, together with{{U}} (23) {{/U}}staff at company headquarters. An important{{U}} (24) {{/U}}for APL has been to make it easy for customers to{{U}} (25) {{/U}}business with the bank. They can contact their account manager by direct line or email; if the manager is on holiday, a carefully chosen colleague becomes the 'account contact' and{{U}} (26) {{/U}}with the customer during the manager's{{U}} (27) {{/U}}. In addition, for those who want{{U}} (28) {{/U}}to their bank at any time of day or night there is now a 24-h0ur phone-based service. In order to remain competitive and build customer loyalty, the bank guarantees to turn around urgent loan{{U}} (29) {{/U}}within 24 hours. This focus on the customer has also been a driving{{U}} (30) {{/U}}in APL's recruitment and development policy. For example, newly inducted staff{{U}} (31) {{/U}}a 'customer service review' to find out what it is like to be on the other side of the desk, asking to borrow money. Together, these{{U}} (32) {{/U}}in banking have achieved excellent results. The customer{{U}} (33) {{/U}}is growing fast, and last year the bank gained 36,000 new business accounts. |