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.
What you'll learn
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 organisation’s commitment to the level and consistency of service delivery.
Study method
- Online
- Blended
- In-class
Duration study load
- 3 days
Course features
- Management consultation service
- Paperless service delivery model
- Flexible open course schedule
Who's it for?
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.
Subjects
- What is operational excellence in banking?
- Operational excellence principles
- Operational excellence models
- Implementation planning
- Sources of customer complaints
- Creating an improvement programme
- The benefits of creating an improved customer experience
- Maintaining improvement through agility
- The challenge of cultural change
- Behaviour and empowerment
- The need for leadership discipline
- An integrated approach to sustainable change
About London Business Training & Consulting
London Business Training & Consulting (LBTC) is a business and management training and consultancy service provider operating out of its head office in Hammersmith, West London. For over fifteen (15) years LBTC has catered for the learning & development needs of innumerable individuals and organisations of all sizes from all over the world.
Our customised approach to every management solution we deliver has afforded our clientele world-class business performance. As a result, LBTC benefits from regular re-engagement by our clients year after year, or every time they encounter a business challenge that is seemingly insurmountable.
