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Effective Custstomer Service Strategies

Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. Companies who skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced loss, increased revenue, and greater employee satisfaction. The course is designed to equip leaders, managers, and business's owner with everything they need to develop an effective customer service strategy for their business.

Objectives

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

• Understand the effectiveness of Customer Service
• Explore the strategic keys of customer service quality
• Gain real experiences and tips of ACLEDA Bank's customer service
• Develop effective standard for Customer Service

Course Contents

1. Introduction to customer service
2. Strategic keys of ACLEDA Bank's customer service quality
• Create a customer service vision
• Recruiting highly qualified staff
• Training, coaching, and Mentoring for peak performance
• Motivation system development
• Duties and responsibilities stated
• Creating operating manual and Procedure for customer service
3. Tips to improve your service quality
• Lesson learned from ACLEDA Bank experiences
• Questions and answers on the practical experiences of ACLEDA Bank's customer service at Branch office

Training Fee

• USD 170 per participant per training course.
• USD 160 per participant for organization sending 3-5 participants to the course.
• USD 150 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, sharing hand-on experience, study visit, training game and participants' problem raised during training workshop.

Trainer

Mr. Rath Rattanak, Senior Faculty Specialized in Marketing

Mr. Rath Rattanak had deep Marketing experience as a Chief of Marketing Officer at ACLEDA Kampong Cham-Kratie Provincial Branch for 4 years. He used to be a Subbranch 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 Institute of Business (AIB) specialising in Marketing since 2010. In his specialty, he has conducted many training programs such as Effective Communication at Workplace, Customer Service and Retention, Effective Selling Skills, 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 fulfill the participants' expectation. Mr. Rath Rattanak has attended many professional courses in Germany, Hong Kong, China, Vietnam related to Professional Development Skills, Professional Consulting Skills, Microfinance Management Development, Certified Microfinance Expert, Training of Trainers etc. He obtained a Master's Degree of Business Administration (MBA) majoring in general management at Royal University of Law and Economic (RULE).