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Excellent Customer Service Quality

Quality customer service is the key element required for a successful business. In this customer driven market, where competition is becoming stiffer day by day and critical deadlines are rife, one cannot think of business growth without exceptional customer service. A number of organizations underestimate the importance of customer satisfaction, while laying the foundation of their business. They focus on the quality of services, organizational infrastructure but often overlook the fact that it is consumers who can make or break a business.

What you will benefit?

After completion of this course, participants will be able to:

• Understand the effectiveness of customer service
• Know how customers judge your service quality
• Explore the Qualifications for customer service professional
• Provide customers with the excellent service quality
• Deal with customer's comments and complaints effectively
• Gain real experiences of ACLEDA Bank's customer service

Course Contents

1. Introduction to Customer Service
• Why is customer important to your business?
• How Customer Judge your Service quality?
2. Qualification for customer service professional
• Fundamental skills of customer service professional
• Customer service professional's knowledge
• Characteristics of customer service professional
• Physical appearance at work place
• Study visit and group discussion at Branch office
3. Strategic keys to improve customer service quality
• Excellent service quality
• Dealing with customer's comments and complaints
4. Lesson learned from ACLEDA Bank experiences
• Questions and answers on the practical experiences of ACLEDA Bank's customer service

Training Fee

• USD 170 per participant per two-day training course
• USD 160 per participant per two-day training course, for organization which sends 3 or more participants to the course
• This fee includes training materials, refreshments, lunch and certificate

Registration

If you are interested, please fill our enrolment form and then send to us via: lim.dina@acledabank.com.kh or tauch.an@acledabank.com.kh

Payment Condition

There is no charge for any cancellation which is made by the deadline of the registration. Cancellation after deadline of the registration and participants appearing without proper cancellation will be charged the full amount.

Trainers

Mr. Rath Rattanak
Senior Faculty, Specialized in Marketing at ACLEDA Training Center

Mr. Rath Rattanak had deep Marketing experience as a Chief of Marketing Officer at ACLEDA Kampong Cham Provincial Branch for 4 years. He used to be a Sub-branch Manager (District Team Leader) for 1 year and was promoted to Provincial Branch Manager for 3 years. His successful career has specialized in the field of management and business communication skills over 11 years. He has been elected as a senior faculty of ACLEDA Training Center (ATC) specialising in Marketing since 2010. In his specialty, he has conducted many training programs such as Effective Selling Skills, Effective Communication at Workplace, Customer Service and Retention, Successful Practice Savings Mobilization, Customer Focus and Service Quality, ACLEDA Bank Products and Services etc. to both national and international MFIs and Banks. He is an experienced trainer certified by Frankfurt School (FS) and Women's World Banking (WWB) and he is very good at transferring his knowledge and skill to fulfil the participants' expectation.

Mr. Rath Rattanak attended Professional Consulting Skills in Hong Kong and numerous training programs abroad related to Professional Development Skills, Microfinance Management Development, TOT etc. He obtained a Master's Degree of Business Administration (MBA) majoring in general management at Royal University of Law and Economic (RULE).

Mr. PROEUNG Rithy
SAVP & Assistant Branch Manager

Born in 1981, he obtained a bachelor's degree in the field of Marketing in 2003. In 2009, he graduated a master's degree of majoring in Finance from National University of Management, Cambodia.

In 2004, he had been working for ACLEDA Bank as a Credit Officer in Kampong Chhnang Branch and Stueng Mean Chey Branch for 4 years. In April 2009, he had held a position of Chief of Marketing Officer at ACLEDA Bank Stueng Mean Chey Branch for 5 years. With his efforts on work performance and successful experience, he was promoted to SAVP & Assistant Branch Manager at ACLEDA Sothearos (AEON Mall) Branch in July 2014.

Guest Speaker: Senior Manager from Marketing Division, ACLEDA Bank Plc.