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How to Build Customer's Trust through Service Quality

Trust is everything in the world of business, especially financial services. The power of referrals can't be denied. A whopping 83% of customers would recommend a company they trusted to others. Word of mouth is the most powerful and the most elusive method of marketing, so you should take advantage of it through your customer service quality.

Objectives

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

• Understand the effectiveness of Customer Service
• Explore the keys to build customer's trust
• Provide customers with the excellent service quality
• Gain real experiences and tips of ACLEDA Bank's customer service

Course Contents

1. Introduction to Customer Service
• Why Customers Service is important to your business
2. Keys of ACLEDA Bank's for building customer's trust:
• Bank's transparency
• Employee's morality
• Customer value
• Customer's safety and confidentiality
• Employee's competency
• Easy to access
• Customer quick response
• Good relationship
3. Tips to improve your service quality
4. 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 two-day 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, training game and participants' problem raised during training workshop, and study visit at ACLEDA Bank Branch office.

Trainer

Mr. RATH Rattanak, Senior Faculty, Specialized in Marketing at ACLEDA INSTITUTE OF BUSINESS

Mr. RATH Rattanak has deep Training experience as a trainer at ACLEDA INSTITUTE OF BUSINESS for over 7 years. He used to be a Chief of Marketing Officer, 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 INSTITUTE OF BUSINESS (AIB) specialising in Marketing since 2010. In his specialty, he has conducted many training programs such as Training of Trainer, Presentation Skills, and many courses to both national and international MFIs and Banks. He is an experienced trainer certified by Frankfurt School (FS) and Women's World Banking (WWB), ROBENNY-School of Business, National Institute of Education (NIE) and he is very good at transferring his knowledge and skills to fulfil the participants' expectation.

Mr. RATH Rattanak has attended many professional courses locally and internationally such as Germany, Hong Kong, China, Vietnam related to Training of Trainers, Professional Development Skills, Professional Consulting Skills, Microfinance Management Development, Certified Microfinance Expert, etc. He obtained a Master's Degree of Business Administration (MBA) majoring in general management at Royal University of Law and Economic (RULE).