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The Best Strategies for Customer Service

What you will benefit?

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

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

Who should attend?

Marketing Manager, Someone who works related to customer service.

Course Contents

1. Introduction to Customer Service
• Why Customer Service is important to your business
2. Strategic keys of ACLEDA Bank's customer service quality
• Qualified staff recruitment
• Training and Coaching
• Professional knowledge for Customer Service
• Communication skills
• Mentoring for peak performance
• Attitude
• Job commitment and Willingness
• Job responsibility
• Integrity and Honesty
• Team Work
• Gratitude
• Working culture
• Duties and Responsibilities
• Motivation system
• Operating Manual and Procedure
• Customer Service operating manual
• Customer Relationship procedure
• Mistake identified and Take disciplinary action
3. Tips to improve your service quality
4. Lesson learned from ACLEDA Bank experiences through visiting branch office.

Training Fee

• USD 170 per participant per this 2-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.

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.

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.

Trainer

Mr. RATH Rattanak, Senior Faculty of 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).