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  • Overview
  • Objectives & Outline
  • Participant Profile
  • Methodology
  • Trainer
  • Overview
    PROGRAMME DETAILS
    DATE
    8 – 9 May 2017 Registrations is closed
    6 – 7 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
    2,200
    / PAX
    Non-member
    MYR
    2,700
    / 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

  • Participant Profile
    Relationship Officers, Client Servicing Officers and Front-liners
  • Methodology
    Interactive lectures, group discussion, group activities and presentations, role play, and video presentations
  • Trainer
    Lew Taw Fong
    Consultant, Asian Banking School
    Lew Taw Fong is an in-house specialist training consultant at the Asian Banking School. He holds a Bachelor's Degree in Business Administration from the University of Ottawa, Kansas, US. He started his banking career with Maybank where he had worked for 30 years holding various key positions including Head of Trade Financing, Branch Manager, and Regional Operations and Support based in Hong Kong.
    Upon his retirement, Lew then went on to be a Group Organisational Trainer/Facilitator for the Maybank training academy. His areas of training programme expertise during his 4 years there included Banking Operations, AMLA/CTF, Central Credit Reference Information Search (CCRIS), Fraud Detection and Prevention and Impact on the Organisation and its Employees, Introduction to Credit for Sales Executives, Line and Middle Managers, Covenants and Credit Support, Security and Loan Documentations, Introduction to Trade Finance, and System Work Flow for Mortgage and ASB Loans.
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Please complete the following form to register with us. Alternatively, you can email us here or call us at +603 2742 7822 if you have any questions.

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3
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