Customer Service Excellence – Championing the Bank Clients – Oct 4 -5, 2018 in RBAP Intramuros

Customer Service Excellence -Championing The Bank Clients

Date: Oct 04-05, 2018 (Thu-Fri)
Venue: Gov. Licaros Hall, RBAP, Intramuros,
Time: 8:30am to 5:00pm

Luz Cielo C. Santos
Bank Trainer –Consultant –Facilitator for Service Quality
& Customer Relationship Management

1. For Member –  P4,600/per person
2. Non-Member/Delinquent –   P5,100 / per person

Check payable to:

Rural Bankers Research & Development Foundation Inc.

Non-Refundable commitment fee of P2,300.00 per participant.

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

Branch Manager, Relationship Manager, Front Officer, Tellers, Loan
Officers, and Marketing Officers /Staff.


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 Excellence and its impact to the organization
and their customers.
•       Identify and profile who their customers are – whether internal or
•       Verbalized why Customer is the King and King of the bank – the lifeblood
of the organization.
•       Understand the customer satisfaction means business success.

PRESENTATION METHOD:    Presentation, Discussion, Role Play, Case Studies,
Workshop, Individual and Group Activities, Pre-Seminar Assessment, Post
Seminar Assessment

➢        Introduction: Vision and Mission of the Bank
*How does my job fit in with the Bank’s Vision and Mission?
➢        Customer Service
*Facts about Customer Service
*Who are your customers?
*Why do customer quit?
➢        Attitude Matters
*What is your Attitude towards Customer Service?
*What is Attitude?
*What is Paradigm?
➢        Listening is an essential skill
*Listening, a Customer Service Skill
➢        Excellent Customer Service
*How does it apply to each one of us?
*Four steps to Customer Service Excellence
*Why do customers complain and what do they do?
*Reasons why customers complain and what they do.
*Facts necessary in handling complaints.
*Facts about angry /complaining customers.
*Taking the HEAT – a process of handling complaints.
➢        Wrap Up.
*Summary of the program
*Personal Action Plan and Roadmap

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Download Confirmation Sheet