CONTINUING BANKING EDUCATION TRAINING PROGRAMMES

CUSTOMER CARE Duration: 2 days OBJECTIVES Upon completion of the programme, participants will be able to: • Appreciate the concept of customer care in relation to their business. • Be aware of their roles in providing good service to achieve the organisation’s objectives. • Have an insight into the basic customer relations skills and techniques that can be used on a day-to-day basis. • Acquire the necessary skills in handling difficult customer situations. • Foster effective negotiation skills. • Appreciate the fundamentals that are necessary to create a service culture for the organisation. CONTENT • Missions and company strategies • Managing service quality • Product knowledge • Benchmarking • Relationship marketing • Change management • Negotiation skills • How to set service level agreements • Tools for measuring service quality TARGET GROUP All staff. FORMAT Lectures, group discussions, presentation exercises, role-play and videotape sessions on behavioural modeling.