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Customer Service Excellence Training – Feb 20-21 in RBAP Intramuros

Customer Service Excellence -Championing The Bank Clients

SCHEDULE
Date: Feb 20-21, 2020 (Thu-Fri)
Venue: Gov. Licaros Hall, RBAP, Intramuros,
Time: 8:30am to 5:00pm

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

SEMINAR FEE
1. For Member –  P5,000/per person
2. Non-Member/Delinquent –   P5,500 / per person

MODE OF PAYMENT
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

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

DEADLINE TO SUBMIT REGISTRATION: Feb. 14, 2020.

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 external.
•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

Outline
=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
*Empathy
= 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

ONLINE REGISTRATION
https://forms.gle/niQR6dxj6SqeiMTc7