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The Business of Banking

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Title: The Business of Banking


1
SERVICE CULTURE
2
THE DEPLOYMENT OF THE TRAINING
  • There are 4-stages of the training
  • John Tschohl Service Strategy Seminar
  • Leading Empowered Teams (LET)
  • Train-The-Trainer Seminars for all the other
    modules
  • In House Customer Service Champions (graduates of
    train-the-trainers), training other staff

3
John Tschohl Service Strategy Seminar-
  • In view of the fact that the staff strength of
    the bank is 0ver 3000 we encourage you to use
    John Tschohl for a service strategy seminar. His
    fee is 30,000USD for FCMB. The Bank will be
    responsible for his airfare to and from the US
    and his hotel accommodation while in Nigeria. The
    John Tschohl service strategy seminar serves as a
    kick off for the service culture program and the
    objective is to create enthusiasm and buy-in from
    the leadership cadre. It is a one day event that
    is meant for the top 100-200 leaders in FCMB.

4
Leading Empowered Teams (LET)
  • This program will help your executives, managers,
    supervisors and department heads to learn how to
    look at FCMB to remove gaps, to create a better
    customer experience and develop a service
    strategy. It will teach empowerment, team work,
    and how to coach an empowered and high performing
    workforce. We need management to walk the talk
    and drive a service culture.

5
Train-The-Trainer Seminars for all the other
modules
  • Feelings for Professionals
  • Loyal for Life
  • Exceptional Service
  • Speed
  • Buck A Day Cost Reduction Campaign
  • Service First Video Library
  • Remember Me
  • Empowerment A Way Of Life   
  • Moving up

6
In House Customer Service Champions (graduates of
train-the-trainers), training other staff
  • Feelings For Professionals
  • This is for the entire workforce and is designed
    to change attitudes and behavior, Teach the
    skills and techniques of customer service, Build
    the self worth of employees and help them feel
    good about themselves, and improve morale and
    teamwork. We will train the trainers and each
    employee gets a participant package. Feelings is
    very fun and entertaining and employees want to
    participate and interact, which is the most
    effective way of learning new skills and changing
    behavior. FEELINGS has a strong focus on personal
    growth and development. You will see an immediate
    improvement in behavior and attitudes.

7
  • Loyal For Life
  • This is a one session program designed to be
    implemented in 3-4 hours. The focus is on service
    recovery and empowerment. When FCMB makes a
    mistake how do you take a customer from hell to
    heaven in 60 seconds or less. It will help you
    reduce defections.

8
  • Exceptional Service
  • This is a one session program conducted in 3- 4
    hours. Ideally FCMB needs a new program every 4
    months. The concept is to deliver exceptional
    service not just good service. By giving the
    employees fresh, exciting material you keep the
    customer service message in front of them. Good
    service and customer satisfaction no longer keep
    customers loyal.

9
  • Speed
  • Speed means dramatically reducing the amount of
    time it takes to complete a project of task.
    Speed means doing it FAST, doing it NOW, and
    doing it RIGHT. It will help create a Speed
    mindset. Speed will help everyone overcome
    internal and external barriers. FCMB can build
    more market share by mastering Speed. In Nigeria
    very few organizations deliver speed. Most
    employees have a slow mindset.

10
  • Service First Video Library
  • This is a 12 Video/DVD series designed to be
    implemented in 12 sessions of 1-2 hours each once
    a week or once every two weeks. Can also be
    implemented in 4-5 sessions of 4 hours each.
    Twelve topics and you can use in any order you
    want. The facilitator and participant material
    is downloaded off the Internet for unlimited use.

11
  • Remember Me
  • This is a new two session program of 3-4 hours
    each spaced one week apart. The objective is to
    get employees to use and remember customers
    names. Nothing is more precious than a persons
    name. This is an exciting program that provides
    leading edge ideas. Very few employees use the
    customers name. This is a powerful leading edge
    idea.

12
BRIEF REVIEW OF THE MATERIALS (deliverables)
13
  • Leading Empowered Team
  • Facilitation in groups of 30 by Ndackson
  • Participants Guide,
  • Achieving Excellence through customer service
    book by customer service guru, John Tschohl

14
  • Feelings for Professionals
  • Leaders Guide (User Friendly)
  • Participants book 128 pages
  • Set of 3 DVDs
  • Feelings Technique Card
  • Customer Service Performance Standard
  • Certificate of Completion

15
  • Loyal for Life (Service Recovery)
  • Participant book 92 pages
  • Technique Card
  • Certificate of Completion
  • Leaders Guide with DVD

16
  • Exceptional Service
  • Leaders Guide and DVD,
  • Participant Kits
  • 36-page book
  • Certificate of Completion
  • Quality Technique Card
  • Customer Service Performance Standard

17
  • Speed
  • Leaders guide and 2 DVDs
  • Participant Book 93 pages
  • Certificate of Completion
  • Speed Performance Standard
  • Technique Card

18
  • Service First Video Library
  • Leaders Guide
  • PowerPoint Presentation
  • Discussion Guide
  • Answer Sheet
  • Certificate of Completion
  • All are downloaded off the Internet with NO
    recurring charges

19
  • Remember Me
  • Leaders Guide and 2 DVDs
  • Participants book 101 pages
  • Technique Card
  • Remember Me Performance Standard
  • Certificate of Completion

20
  • Empowerment - A Way Of Life  
  • Leaders Guide with 2 DVDs
  • Participants Manual 105 pages
  • Empowerment Performance Standard
  • Technique Card
  • Certificate of Completion

21
Buck A Day Cost Reduction
  • 30 Day Campaign
  • Focuses on recognition, participation and
    involvement
  • Provides software to measure the results
  • SQI guarantees the saving exceed the money
    invested with SQI on the campaign or SQI refunds
    the difference. Have never had to do this.
  • Goal is to get each employee to look for a way to
    save 1 USD a day
  • There are about 250 working days in a year. 250
    x 5,000 1,250,000

22
WORKSHOPS
  • Leading Empowered Teams
  • Feelings for Professionals Train-the-Trainer
  • Speed
  • Remember Me
  • Empowerment A Way of Life
  • Loyal for Life
  • Exceptional Service

23
DISCUSSION ON PRICING AND OTHER CHARGES
  • Once the contract of 50 per person for a year is
    signed, it covers the following at no extra fee
    for Year One
  • Leading Empowered Teams
  • Feelings for Professionals
  • Any other SQI Program of your choice
  • Year Two and Three Any 2-3 programs a year of
    your choice

24
OTHER COSTS
  • Shipment of the materials. (Product can be
    duplicated and printed in Nigeria for a 10
    increase in price to cover the significant
    increase in product costs)
  • Cost of venue, meals, transport, etc for
    the trainees
  • Travel expenses for two (2) Ndackson staff for
    sessions conducted outside Lagos State
  • Any personalization or customization for branding
    and communication which is done at cost

25
BENEFIT OF USING OUR TECHNOLOGY
  •  Provides a very strong support that will enhance
    your higher ISO Certification efforts.
  •  You will experience increased positive word of
    mouth advertising from customers who feel good
    about doing business with your Bank.
  • Your Banks image will be enhanced and
    positively projected as all customers, both
    internal and external want to associate with an
    organization that has a strong and sincere
    customer service culture.
  • You will increase deposits, assets and market
    share.

26
  •  Your Banks profit will certainly increase due
    to frequent repeat business/sales because of
    satisfied customers and motivated employees that
    increase productivity
  •  You will experience fewer customer complaints
  •  Employees will convert dissatisfied customers
    into satisfied customers because they will learn
    how to uncover their real needs
  •  SQIs Customer Service Excellence tools
    communicates to all employees that we value, love
    and appreciate them
  •  Employees will not only benefit on the job, but
    they will also benefit from their positive
    relationship with peers, friends and family.

27
The Question and Answer Session
28
OTHER GRAY AREAS THAT MAY BE NECESSARY
  •  Questions Answers
  • How many LET or Train-the-trainers sessions can
    Ndackson Co Ltd conduct simultaneously?
  • Eight (8)
  • Supposing FCMB does not have supervisors for the
    Train-the-trainers, can Ndackson Co Ltd train
    the entire workforce?
  • YES.
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