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
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