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Championing The Bank Clients’ Needs. A Customer Service Training -Feb 26-27 -Licaros Hall Intramuros

Championing The Bank Clients’ Needs. A Customer Service Training

Date: Feb 26-27, 2018 (Mon-Tue)
Venue: Licaros Hall, RBAP, Intramuros,
Time: 8:30am to 5:00pm

RESOURCE PERSON
Geraldine Andrews –Casus
Bank Trainer –Consultant –Facilitator for Image Management & Customer Service

SEMINAR FEE
1. For Member -  P3,800/per person
2. Non-Member/Delinquent –   P4,200 / per person


MODE OF PAYMENT
Check payable to:

      Rural Bankers Research & Development Foundation Inc.

Non-Refundable commitment fee of P1,600.00 per participant.

Bank:  LBP – Intramuros, Branch
Account Name: RBRDFI
SA No. 0012-1046-26.
Telefax  (02) 527-2969 /527-2980

EXPECTED PARTICIPANTS
President, Branch Manager, Front Officer, Tellers, Loan Officers, and
Marketing Officers /Staff.

DEADLINE TO SUBMIT REGISTRATION: February 21, 2018.

Course Overview

Excellent Customer Service is not an optional, but a must. Neither is it
one-time nor occasional, it should consistently delivered by all in the
organization (Bank).   It is a sure way to identify potential cross-sales
and it identifies potential causes of costly problems.

At the end of the seminar –workshop, it is expected that the participants:

  * Revisit their role/s in the bank and why this is important in the
overall vision and mission of the bank.
•	Define Customer Service and Excellence and how they impact the
organization and their customers.
•	Identify their customers whether internal or external.
•	Discuss the profile of their customers at their bank (traits, needs and
basic expectations)
•	Verbalize why Customer is the King and King of the bank.
o	Customer is the lifeblood of the organization
o	Customer satisfaction spells business success
Outline
➢	Introduction : Vision and Mission of the Bank
*Revisit the very reason why the Bank exists and re-instill awareness  of
why their positions exist.
*Show the connection and application of the Mission and Vision into their
daily lives in the bank.
➢	Customer Service
*The 5 facts about customer
*Who are your customers?
*Why do customer quit?
➢	Attitude
*10-item Customer Service Attitude Survey
*What is Attitude?
*What is Paradigm?
➢	Listening
*Listening, a Customer Service Skill
*Listening Activity Through Emphatic Listening Exercise Triads : speaker,
listener (feeling) listening (content)
➢	Excellent Customer Service
*How does it apply to each one of us?
*Four steps to Customer Service Excellence, a STAIRWAY to heaven.
*Going up the stairway.
*Reasons why customers complain and what they do.
*Facts about necessary in handling compaints.
*Facts about angry /complaining customers.
*Taking the HEAT.
➢	Wrap Up.
*Summary of the program
*Action Plan

Download CIR Customer

Download Confirmation Sheet