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Customer Experience Management in Banking Environment
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Customer Experience Management in Banking Environment
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    4 – 5 October 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    14
    AICB
    CPD HOURS
    This programme addresses 2 major aspects of services in a bank setting
    • The evolving roles and services of Banking
    • The practical dos and don’ts of serving as a Banker

    The Unique Selling Points of Serve with PRIDE:
    This programme is designed to create a standardized service culture which can be practiced and observed at all levels of the organization. The training comprises mainly of 2 key elements which are:
    • Service Values – ‘PRIDE’
    • Service Cycle – ‘GEESAT’

    The service acronym ‘PRIDE’ is specially designed to introduce the 5 service principles to banking services. The proposed principles are: Professionalism, Respect, Initiative, Dedication and Enthusiasm. These basic principles of service allow individuals of all levels to initiate appropriate service behaviors at various point of service for a holistic banking service experience.

    The service cycle - GEESAT is designed to provide step-by-step service template at every Banking service touch point. The workshop also allows individuals to participate in the creation of the service experience which in turn will promote ownership of the service outcome.

    The training is fun filled, humorous, interactive and focused.
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    2,200

    / PAX

    NON-MEMBER

    MYR

    2,700

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Adopt the 5 principles of service values which are:
      P – Professionalism
      R – Respect
      I – Initiative
      D – Dedication
      E – Enthusiasm
    • Practice a practical GEESAT Service Cycle
      Greet
      Enquire and Explain
      Serve
      Assure
      Thank
    PROGRAMME OUTLINE
    The Evolving Role of Bankers Today
    • The modernisation of Banking and its impact
    • What are some of the changing functions of bankers
    • What are banking clients’ wants and needs
    Activity: Top focus points for banking experience

    Building Blocks of Banking Client Relationships
    • Fundamentals to a healthy Banking client relationship
    • 6 service leadership styles and its consequences
    • Think service, Feel service and Act service
    Activity: Flowing with the Client – dance activity and role plays

    Banking Service Identity
    • Service cycle
    • values and beliefs
    Activity: Discussion and Development – Service Roadmap

    PRIDE in banking
    • P – Professionalism
    • R – Respect
    • I – Initiative
    • D – Dedication
    • E – Enthusiasm
    Activity: Role plays and on-the-spot coaching

    GEESAT Service Cycle
    • Greet
    • Enquire and Explain
    • Serve
    • Assure
    • Thank
    Activity: Touch point service cycle creation

    Service Action Plan
    • Personal commitment articulated in a unique pair coaching method with specific follow-up action plan (optional additional coaching option)
  • Methodology

    Stories, Games, Lecture, Videos, Discussions and Assignments

  • Participant Profile
    Branch Managers, Segment Managers and Contact Centre Team Leads
  • Trainer

    Christine Vaz

    Christine Vaz has trained/coached/presented/facilitated learning since 2001. Clocked in over 20,000 hours of leading learning sessions. She trained over 40,000 participants - corporate and public. Mainly in Malaysia, also in Singapore, Hong Kong, Vietnam and Thailand.

    Christine's career path, spanning 15 years, has taken her from event organisation and the banking industry, to professional speaking engagements and corporate coaching top company executives. She has worked with local and multinational companies and carries the wisdom and know-how mined from her experiences with thousands of participants who have attended her training sessions.
    Christine holds a Masters in Applied Psychology in Coaching and a Bachelors of Business Administration. She is a certified practitioner of Neuro-Linguistic Programming (NLP), a qualified Master Class Trainer and PSMB (HRDF) registered trainer. She is also an ABA-certified Trait Assessor. Christine is International Coach Federation (ICF) certified and a member of the Malaysian Association of Certified Coaches (MACC). In addition, she has a Level 3 certificate in Vocational Education and Training from the Selangor Human Resource Development Centre (SHRDC) - a program affiliated to the Box Hill College of TAFE Victoria, Australia.

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