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  • Overview
  • Objectives & outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS
    DATE
    11 September 2017
    TIME
    9:00 am – 5:00 pm
    VENUE
    Asian Banking School
    This programme is designed to help participants enhance the service delivery for customers with disabilities within their bank branches in a more holistic approach. It outlines the essentials of the Rights of People with Disabilities in Malaysia. Participants will be equipped with the necessary knowledge and right etiquette when engaging customers with disabilities.
    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:

    • Gain an overview of the different laws, legislation and social exclusion governing the Rights of People with Disabilities in Malaysia
    • Interpret the Convention on the Rights of People with Disabilities
    • Understand customers with different disabilities
    • Appreciate the benefits of good customer service to clients with disabilities
    • Build a consistent Disability Etiquette in the Branch
    • Interact more effectively with customers with disabilities
    • Appreciate the barriers faced by customers with disabilities
    PROGRAMME OUTLINE
    • The Rights of the People with Disabilities and Social Exclusion in Malaysia
    • The dimension and types of Disabilities
    • Establish the same great customer service for everyone
    • Disability Etiquette
    • The different kinds of barriers
    • Use right words and phrases
    • Conflict Management with customers with disabilities
    • Myth and realities about customers with disabilities

  • Methodology
    Interactive lectures, group discussions and presentations, and video presentations
  • Participant Profile
    Relationship Officers, Client Servicing Officers and Front-liners
  • 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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