ALISHA,
I am aware , that you have already finished your preparation
for the presentation.
I have few suggestions, as the program is 1 hour,
-make it a question / answer session, as shown below.
-in three minutes, give a course overview
*subject contents
*learning outcomes
-few feedback will be useful.
-to keep the participants active, ask questions.
-best performer gets a small token gift
-for the next 3 months [ every month], hold
a written quiz program, with a number of prizes.
THIS IS NECESSARY, AS FOLLOW UP, OTHERWISE,
ALL WILL BE FORGOTTEN WHEN THEY LEAVE THE
LECTURE.
-GIVE EVERY PARTICIPANT A WRITTEN MATERIAL
NOTES WITH HIGHLIGHTS.
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WHO ARE YOUR CUSTOMERS
-internal / external customers
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customer perceptions
HOW DO YOUR CUSTOMERS PERCEIVE YOUR BANK
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customer expectations
*What is your Customer expectations
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real needs of your customers
*What are the critical needs of your customers
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Defining excellent service
WHAT DO YOU MEAN BY EXCELLENT CUSTOMER SERVICE?
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Trends in customer service
WHAT ARE THE CURRENT TRENDS IN CUSTOMER SERVICE?
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* Your banks customer service model.
What is the model of your customer service
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*Your bank's customer service process.
What is your customer service process ?
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*Customer service factors
WHAT ARE THE CUSTOMER SERVICE FACTORS?
[reliability/confidence/helpfulness/efficiency/timeliness/completeness
and personal interest]
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*Reasons for losing customers
WHY DO WE LOSE OUR CUSTOMERS ?
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Service delivery is important for good customer service
WHY DO YOU THINK SO ?
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*Customer service professionalism
WHAT DO YOU MEANS BY PROFESSIONALISM?
[competence / confidence/confidentiality/courtesy
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-listening effectively
*what does this mean?
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-asking questions for clarifications
*why should we ask questions?
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-managing difficult customers
HOW DO WE MANAGE DIFFICULT CUSTOMERS?
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-handling complaints
HOW SHOULD WE HANDLE CUSTOMER COMPLAINTS?
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-handling conflicts
HOW SHOULD WE HANDLE CONFLICTS WITH CUSTOMERS?
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-customer focus and customer value
*How to create customer focus and customer value
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-building customer loyalty
HOW CAN WE BUILD / DEVELOP CUSTOMER LOYALTY?
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-customer satisfaction
*how can we increase your customer satisfaction level?
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REGARDS
LEO LINGHAM