ADAPTING TO CHANGE FOR EXCEPTIONAL CUSTOMER CARE
Objective:
The prime objective of the workshop is to create high level synergy among the employees of merged entity to provide excellent service delivery to the customers (both internal and external).
Background:
“Survival of the Fittest” has become the new fundamental. To survive meaning to adapt, to adapt meaning to keep on changing with the changed environment. The change may be; internal or external, Organic or Un Organic self-planned or enforced.
That means we are in era of change; we are in era of continuous evolution.
The recent merger between BOK and Lumbini brings the possibilities of immense opportunity for employees, shareholders and customers. However, with opportunity it also brings challenge. The challenge to create synergy between process, systems, technologies and above all the challenge to create a high-level synergy between employees.
If not managed properly, the worst hit would be our customers. The backstage organized or unorganized chaos would be reflected to the frontline. Hence, customers would feel the side effects of non- integrated teams.
With the above background, this workshop “Adapting to change or excellent Service delivery” has been designed to the employees of Bank of Kathmandu Lumbini Bank.
Workshop Coverage:
- Role of an individual to make a Merger successful and how it could help them in building up their career.
- Develop synergy within teams.
- Set the right expectations about the merger process and its inherent complexities
- Teach how to communicate effectively even when there are more questions than answers
- Coach on how to keep the organization engaged and focused despite distractions
- Difference between mindset of customer service and customer care.
- Customer expectations from merged entity.
- Understanding the basics of excellent customer care.
- Why Customer Care
- Developing customer centric environment and mindset.
- Internal Customer First
- Sales techniques and Attitude for Front Line Staff
- Handling Angry and difficult customers.
- How do you say no to the customers?
- Human Elements (Positive Attitude, Effective Communication, Body Language)
- Personality and etiquette for effective customer care
- Active Listening
- Behavioral Approach – Understanding Customers and Dealing effectively
- Internal Coordination for serving with excellence
Target Audience:
Employees working in CSD department