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Championing Bank Clients’ Needs: Customer Service Training – Aug 05-06, 2015

Date: Aug. 05-06, 2015 (Wed-Thur)
Venue: Gov. Licaros Hall, RBAP, Intramuros,
Time: 8:30am to 5:00pm

Resource Person:
MS. MYLS ALAMARES
A Trainer and a Consultant for Banks, Government Offices, Insurances, and Manufacturing delivering programs in Sales, Marketing, Quality Work-Life Balance, and Customer Servi5ce. Been with Commercial Banking, both foreign and local held the positions as Trainer and HR, Sales and Marketing Specialist.

Seminar Fee:
1. Early bird – P4,500 (on or before July 17)
2. Regular Rate – P4,800 (After July 17)
3. Non-Member/Delinquent – P5,520

Mode of Payment

• A Non-Refundable commitment fee of P2,400.00 per participant.
• Bank account (LBP – Intramuros Branch Savings Account Number 0012-1046-26).
•Proof of payment fax to (02) 527-2980.
•Check payments, should be payable to (RBRDFI).

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.

Deadline for submission of registration is not later that August 03, 2015.

1. Reservation via telephone conversation is accepted. However,
Registration Form and fee must be settled 10 days prior the seminar date or July 24, 2015. Otherwise, reservation is considered cancelled.

Seminar Methodologies

a) Role playing using the scripts b) Critiquing c) Structured learning experiences- local scenarios d)Group discussions and e) Lecturettes

Expected Participants

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

I. Objectives

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
Course 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 Execellence, a STAIRWAY to heaven.
*Going up the stairway.
➢ Handling Complaints
*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 the Confirmation Sheet in PDF