Course Overview
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.
The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.
Agenda
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
Course Review
- Summary and recap of key learning objectives
- Action Planning
Target Audience
This course is suitable for:
- Banking staff who wish/need to broaden/deepen their knowledge of the factors affecting banking operations.
- Those who wish to gain a comprehensive insight into banking operations.
Learning Outcomes
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.
Course Dates
Spaces limited to NINE (9) delegates per course. Book Now to avoid missing out!
Similar Courses
Banking Operations Excellence Workshop
Duration: 1 day
Banking Operations – The Customer Experience
Duration: 1 day
Banking Operations – Culture and Conduct
Duration: 1 day
Service Quality Models in Banking
Duration: 90 min
Banking Operations Essentials Workshop
Duration: 3 days
Banking Operations Excellence
Duration: 1 week