Course Overview
This training workshop explains the drivers of excellence in delivering a banking service. It looks at banking operations from the customer’s standpoint.
This training workshop demonstrates the importance of understanding the impact of internal culture on quality.
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
Target Audience
This training workshop 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 training workshop, 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.
Course Dates
Spaces limited to NINE (9) delegates per course. Book Now to avoid missing out!
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Banking Operations Essentials
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Banking Operations Excellence Workshop
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