 |
 |
|
|
       |
“Banking on You” |
| The Client Service Workshop for Rural Banks |
|
Rationale
Rural Banks are facing stiffer competition from both the formal and informal financial sectors. To win over this competition, RBs must not only develop a niche in services/products that they can offer to their communities, but they must likewise be able to demonstrate and build a reputation of client service excellence. Objectives 1. Understand, and apply the four critical stages of client contact; i.e.Engaging, Understanding, Supporting, and Connecting. 2. To master the art of concluding negotiations even with the most difficult client(s). 3. To recognize the value of effective customer service to achieve bank targets/goals. Seminar Methodologies The program shall utilize various processes that will ensure total experiential learning Lecturettes On-the-job case studies Mini-workshops Working role-plays Challenging Games Expected Participants · Tellers · Customer Service Assistants · New Accounts Officers · Loan Officers · Duration: 2 Days The Organizers RBAP RBRDFI Resource Speaker Dennis Antenor Course Outline: Exploring the Ideal The Three WHOs Who am I? As the service professional As the company As the bank client Knowing the Bank Client Analyzing the Client By Demographics By Psychographics Types of Bank Clients What do they Need? The PALAY Principle How Clients Evaluate Service The Client Contact Cycle The Four Critical Stages Engaging Understanding Supporting Connecting Deal With the Real The Turnaround Kinds of Objections Managing Objections Quality Service in Action The Art of Suggesting Solutions Practicing Paraphrasing The Nice “NO” to a Client Quality Service in Figures The Service Quality Grid Achieving Zero Defect Understanding the Cost of Poor Service Revisiting the Three WHOs Fulfilling the Questions Moving On |
 |
Circular Letters/Memoranda |
|
Speeches/ Presentations |
|
Photo Gallery |
|
Rural Banking Week Celebration Golf Tournament |
|
FMMRB Disclaims the White Paper Being Circulated |
|
Federation of Batangas Rural Bankers -Fellowship Trip to China, Sept. 08-13,'08 |
|
Client Satisfaction Survey for Licensing Management System of the Supervision and Examination Sector |
|
Financial Reporting Package 2008 |
|
BSP releases regulations on liquidity, market risk weighting |
