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Excellent Customer Service for Front Office

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. No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your Financial Institution.

Bottom line, your customer service team is often the face of your company, and customers' experiences will be defined by the skill and quality of the support they receive.

A strong company will already have great customer relationships. But a smart company will always be asking "What is good customer service?" If you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate. Here are a crucial customer service points for improving ways to better serve customers.

Objectives

After completion of this course, the 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
• Deal with customer's comments and complaints effectively
• Provide customer with excellent service quality

Course Contents

1. Why customers are important to your organization
2. How Customers judge your service quality
3. Practical techniques for customer satisfaction
4. Dealing with customers' feedback
5. Tips to improve your service quality

Training Fee

• USD 111 per participant per training course.
• USD 104 per participant for organization sending 3-5 participants to the course.
• USD 98 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 workshop methodology will be focused on experience based and participatory approaches including brainstorming, group discussion, group work, sharing hand-on experience, real case studies, training game, participant's problem raised and addressed during training workshop.

Trainer

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

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 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 Customer Service and Retention, Effective Selling Skills, Effective Communication at Workplace, 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), Women's World Banking (WWB), ROBENNY-School of Business, National Institute of Education (NIE), and he is very good at transferring his knowledge and skill to fulfil 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).