This course explains the drivers of excellence in delivering a banking service. It looks at banking operations from the customer’s standpoint.

This course demonstrates the importance of understanding the impact of internal culture on quality.

Upon completion of this course, you will:

• Appreciate how service excellence is the act of exceeding customer expectations.
• Understand why customer experience goes beyond customer service.
• Understand why culture determines an organization’s commitment to the level and consistency of service delivery.
• Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.

Content:

Banking Operations Excellence

• What is operational excellence in banking?
• Operational excellence principles
• Operational excellence models
• Implementation planning

Banking Operations – The Customer Experience

• Sources of customer complaints
• Creating an improvement programme
• The benefits of creating an improved customer experience
• Maintaining improvement through agility

Banking Operations – Culture and Conduct

• The challenge of cultural change
• Behaviour and empowerment
• The need for leadership discipline
• An integrated approach to sustainable change

Service Quality Models in Banking

• Critical components of service quality
• Service quality models and tools
• Key Performance Indicators

For Whom

This course is suitable for:

• Banking staff who wish/need to broaden/deepen their knowledge of the factors affecting banking operations

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:
Nigeria - $3000
Ghana    - $6000
Rwanda - $7000
UK - $8000
USA - $8000