SCHEDULE
Date: March 08-09, 2016 (Wed-Thur)
Venue: Gov. 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 only
a. Early bird – P4,500 (on or before Feb 19)
b. Regular Rate – P4,800 (After Feb 19)
2. Non-Member/Delinquent – P5,520
MODE OF PAYMENT
Check payable to:
Rural Bankers Research & Development Foundation Inc.
Non-Refundable commitment fee of P2,400.00 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: March 04, 2016.
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 Execellence, 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