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New World Approach to Managing Retail Clients
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New World Approach to Managing Retail Clients
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    6 November 2017

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    This intermediate programme combines a strategic and integrated approach to making an organization's Customer Relationship Management vision a reality. It covers a range of competitive key differentiators in managing retail clients seeking to optimize profitability, revenue and customer satisfaction. This programme will equip participants with the essential skills to add value to the organization.
    LEARNING LEVEL
    Foundation
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    1,100

    / PAX

    NON-MEMBER

    MYR

    1,400

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    Upon completion of the programme, participants will be able to: 
    • Appreciate the organizational and personal consequences of customer satisfaction
    • Explain the meaning of customer satisfaction
    • Understand the client better 
    • Recognise the importance of excellent customer service culture
    • Build customer service excellence and loyalty 
    • Communicate positively and effectively with customers
    • Identify the perception points in the service cycle
    • Build teamwork to enthuse excitement for a great customer experience 
    PROGRAMME OUTLINE
    • Setting the service vision
    • The essentials of great customer service
    • The customer service ladder
    • The concept of understanding the client
    • Dimension of service culture
    • Establishing customer loyalty
    • Managing difficult customers
    • Ways to make a wrong customer feel right
    • Perception points in the service cycle
    • Energize positive communication among team members
  • Methodology

    Interactive lectures, group discussion, group activities and presentations, role play, and video presentations

  • Participant Profile
    Relationship Officers, Client Servicing Officers and Front-liners
  • Trainer

    Lew Taw Fong

    Senior Consultant, Asian Banking School

    Lew Taw Fong started his banking career with Maybank where he worked for 32 years holding various key positions including Branch Manager, Regional Trainer and Facilitator, Head of Trade Finance and Chief Operating Officer based in Maybank Hong Kong. Upon his retirement, Lew then went on to be a Group Organisational Trainer for the Maybank Training Academy. His areas of training programme expertise during the five years there included Branch Banking Operations, Introduction to Trade Financing, AMLA/CTF, Central Credit Reference Information Search (CCRIS), Fraud Detection and Prevention, Covenants and Credit Support, Security and Loan administration, Introduction to Credit for Consumer Sales Executive, Line and Middle Managers, and System Work Flow for Mortgage and Investment Loans.
    Lew holds a Bachelor’s Degree in Business Administration, majoring in Management from the University of Ottawa, Kansas, US. He is a certified Manager Trainer from the Singapore Institute of Management and a certified HRDF trainer. He was also the Master Trainer for the Microfinance Training for Practitioners 2017, organized by the Asian Banking School jointly with Bank Negara Malaysia and the World Bank Group.

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3

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