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Valuing Diversity: Managing Customers with Disabilities
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Valuing Diversity: Managing Customers with Disabilities
  • 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

    Senior Consultant, Asian Banking School

    Lew Taw Fong holds a Bachelor’s Degree in Business Administration Majoring in Management from the University of Ottawa, Kansas, US. He is also a certified Manager Trainer from the Singapore Institute of Management. He is also a certified HRDF trainer.

    He 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 include 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.

    He was also the Master Trainer for the Microfinance Training for Practitioners 2017 jointly organized with Bank Negara and World Bank Group.

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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.
PAYMENT PROCESS

1

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2

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3

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