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Customer Service Excellence Drives Banking Business Success -Apr 18, 2013

FOR		: ALL PARTICIPATING RURAL BANKS

SUBJECT	:  CUSTOMER SERVICE EXCELLENCE
                             DRIVES BANKING BUSINESS SUCCESS

Dear Fellow Rural Bankers:

The Rural Bankers Association of the Philippines (RBAP), through the Rural
Bankers’ Research and Development Foundation, Inc. (RBRDFI) is pleased to
announce that it will conduct the seminar-workshop described below as part
of its continuing strategy to strengthen the rural banking industry:

TOPIC

Customer Service Excellence Drives Banking Business Success

PARTICIPANTS
Front liners, Managers, New Accounts, Tellers,
Customer Service, Branch Operation

DATE AND VENUE

April 18, 2013 (Thursday)
1 day (8:30AM-5:30PM)

Gov. Licaros Hall, RBAP Bldg., A. Soriano Ave.,
cor. Arzobispo St., Intramuros, Manila

RESOURCE PERSON

 Ms. Janet Q. Delos Santos
 Bank-, Consultant/ Trainer

Registration Fee
a)	Early bird rate of Two Thousand Three Hundred Pesos only (P2, 300.00)/
per registrant on or before April 05, 2013
b)	Two Thousand Six Hundred Pesos only (P2, 600.00)/ per registrant after
April 05, 2013.
c)	Three Thousand Two Hundred Pesos only (P3, 200.00).♣ Non-member
rural banks. To avail of the regular registration fee, non-member banks
are encouraged to apply for membership with RBAP/RBRDFI. Please call RBAP
for details.

Training Policies:

1.	Reserve first with RBAP-RBRDFI your training slot, and wait for
RBAP-RBRDFI confirmation of your reservation. Thereafter, you may deposit
the Registration Fees, book ticket (airline) and secure accommodations.

RBAP-RBRDFI will not be responsible for any damage caused by unconfirmed
reservation (s).

Likewise, once training is FULL, RBAP-RBRDFI has the right to refuse
participation or reimbursement on any damage brought by unconfirmed
reservations.

2.	Deadline for submission of registration is not later that April 15, 2013.

3.	A Non-Refundable commitment fee of P1,300.00 per participant (50% of
the registration fee). Payments can be remitted to the Rural Bankers
Research and Development Foundation, Inc. bank account (Land Bank of the
Philippines – Intramuros Branch Savings Account Number 0012-1046-26).
Proof of payment (i.e., deposit slip) should be sent immediately
verification at (02) 527-2980. Check payments, should be payable to Rural
Bankers Research and Development Foundation, Inc. (RBRDFI)

4.	Reservation via telephone conversation is accepted. However,
Registration Form and commitment fee must be settled 10 days prior the
seminar date or April 16, 2013. Otherwise, reservation is considered
cancelled.

5.	Cancellation Policy:
a)	10 days prior the seminar date is entitled for a full refund.
b)	3 days prior to the seminar date is entitled for a half refund
c)	Participants who have paid but fail to show up for the seminar will
only be entitled to a rebate of 50% of the total registration fee.
d)	Special cases (health, accident etc.), with written notice, kindly
coordinate with RBRDFI staff for refund procedures and requirements.

Please be advised that we accept on a first-come-first-served basis with a
manageable level up to thirty (30) participants only.

Backgrounder

A good customer service is the lifeblood of any business. It is about
bringing customers back and sending them home happy and contented, happy
enough to spread positive feedback about the bank. The importance of a
good customer service is in forming good and long-lasting relationships
with its customers.

As competition continues to rock complacency --- services, not only
products are expected to be of the highest standard. This was realized
both by private and government institutions.

This Customer Service Training is a 1-day seminar designed to provide
participants with the basic skills and knowledge required in providing
good customer service among its clientele.

This Program has been designed specifically for bank frontliners to
further enhance their existing level of customer service
skills/competencies.

 At the end of the 1-day course participants should be able to:

•       Understand and appreciate the needs and expectations of a customer
•       Define /explain Customer Service thereby imbibing it and making
his contribution in making customer service the organization’s competitive
edge;
•       Properly handle customer complaints/concerns;
•       Write a commitment statement on how they can apply positive and
productive attitudes to cope with the demands of a customer service job.

Methodologies
 Experiential Learning Techniques will be used such as:
1.     Business Simulations
2.     Sharing of insights
3.     Group Activities
4.     Lectures
5.     Role Playing Exercises

Program Outline
 Overview of Customer Service: WHY CUSTOMER SERVICE?

STRONG VISION: Starting Point of A Service Culture
Managing/Handling Complaints and Difficult Customers
 Keeping Your Cool When It is Hot
 Keeping Your Cool: Handling Complaints
Dealing With Challenging Customers
Professionalism at Work
Face- to- Face Encounter
The Phone

Download the Confirmation Sheet in PDF