Lebanese American University

Institute for Banking and Finance

Seminar: Bank Branch Management

July 8–July 9, 2008

Agenda

Day 1: The Customer Satisfaction Strategy for Bankers

Service Excellence is a PROCESS…
…For creating and growing customer LOYALTY.

70% of New Business Comes From Existing Customers!

The Best SALES Tool is a Strong SERVICE Culture!

Your competition is growing. Most financial institutions offer similar products and services. How do you distinguish your bank from the crowd? How do you increase customer loyalty and keep competitors from stealing your customers with price gimmicks and give-aways? The answer is service, service, and service! Outstanding, “delight-the-customer” service is not an accident. It’s designed, planned, measured, and continuously improved. It is a PROCESS. You must go beyond talking about service and start implementing a comprehensive service process that gives your bank the on-going capability to meet or exceed customer expectations. Why is service capability a critical business success requirement? Because customer loyalty is a result of excellent service. Research shows the higher customers rate the service you provide them, the more willing they are to stay with your bank and recommend it to friends and family. Outstanding Customer Service is critical to retaining current & attracting new business!

How is the seminar presented?

This is an active, participatory, and hands-on learning experience that uses banking examples to illustrate how you can apply everything you learn on the job.

A Success Approach to Service Excellence

During this seminar you will learn how to:

Day 2: Total Quality Management Tools for Bank Managers

“Banks spend probably 40 percent of their operating costs doing things over. Understanding quality could virtually eliminate that cost.”

In today’s highly competitive financial services environment, the need for continual improvement of services and processes is absolutely critical. Today’s order winner could easily become tomorrow’s order “has been.” Unlike many fads and programs, Total Quality Management has endured as a critical strategy for many of the most successful companies.

This seminar provides managers and supervisors with “real-world” quality tools and methods that can immediately improve efficiency and reduce expensive re-work, bottlenecks, and inefficient use of resources. You can apply these skills immediately in your current bank or branch operations.

How is the seminar presented?

This is an active, participatory, and hands-on learning experience that uses banking examples to illustrate how you can apply everything you learn.

Information, Methods and Tools You Will Gain:

July 2008

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