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Excellent Customer Service

Excellent 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.

Who should attend?

Branch Manager, Marketing Manager, Marketing Officer, Customer Service Officer, Customer Relation Officer.

What you will benefit?

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

• Identify the important of customer service.
• Discover the customers judgment on your service quality.
• Apply practical techniques to satisfy customer.
• Improve customer service quality.
• Gain real experiences of ACLEDA Bank's customer service.

Course Contents

1. Why customers are important to your organization
2. How Customer judge your service quality
3. Practical techniques for customer satisfaction
4. Keys Success of ACLEDA Bank customer service
5. Lesson learned from ACLEDA Bank customer service at branch office

Training Fee

• USD 85 per participant per training course.
• USD 80 per participant for organization sending 3-5 participants to the course.
• USD 75 per participant for organization sending 6 participants up to the course.

This fee includes training materials, refreshments, lunch and certificate.

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.

Methodology

The training methodology will be focused on experience based and participatory approaches including brainstorming, group discussion with presentation, group work, sharing hand-on experience, training game, and participants' problem raised during training workshop.

Trainer

Mr. RATH Rattanak, Senior Faculty of ACLEDA INSTITUTE OF BUSINESS

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. He currently holds a position as a Senior Faculty, specialized in marketing at ACLEDA INSTITUTE OF BUSINESS. 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).