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ACLEDA Bank's Customer Service
Target Participants:
Marketing Manager, Customer Relationship Manager, Branch Manager, Chief of Marketing Officer, Marketing Officer, Customer Service Officer, Front Line Officer, Credit Officer, Receptionist, or someone who works related to customers
Duration:
2 days
Methodology:
Presentation, Discussion, Demonstration, Role-plays, Individual Work, Question and Answer, and other participatory actions to ensure that the transfer of experiences and learning activities are going smoothly in the professional manner
Facilitators:
Management team of Call Center of ACLEDA Bank, Chief Marketing from ACLEDA's Branch and Senior Faculty (Marketing Specialist) of ATC
Objectives
During this course participants will be able to:
- Understand the effectiveness of customer service and Care
- How to encourage employees to provide best service
- Understand how customers judge your service quality
- Provide customers with the excellent service quality
- Deal with customer's comments and comp
- Build customer service standard
Course Contents
- Who is your customer?
- Why is customer important to your business?
- What do managers do to improve service quality?
- How to measure service quality?
- How customers judge your service quality
- ACLEDA Bank's customer service and care
- Introduction ACLEDA Bank's customer service and care
- Customer service through identity
- Body and uniform preparation in business hour
- Office arrangement, safety and security, hygiene
- Customer and service quality
- Communication and customer service through electronic system
- Customer complaints and solving
- Service standard of ACLEDA Bank
