Customer Acquisition, Retention & Excellence

Customer Acquisition, Retention & Excellence

A 2-day intensive course on developing a Customer Excellence Program for Financial Institutions. Specially designed to fit the Middle Eastern market.

Customer Service and Customer Service Excellence have for many years challenged Institutions. How many times do companies look at the Service platforms they offer -and the after sales service during the year? We would suggest not often enough. Should it be – Daily, Weekly or even Monthly. What this course will do is ‘‘peel back’’ the layers that come together to form ‘‘Customer Excellence’’.

We will demonstrate how having the right systems is only part of the ‘’Customer Excellence Conundrum’’. We will show how people are an integral part of the equation – as is information. The latter part of our ‘‘Triangle’’ has to be looked at in the following way: Information you possess on your client base, information you need to renew on your client base, information you have in your possession but have not loaded on your systems – and information that escaped your ‘‘Radar’’ potentially for a short space of time – or you are not able to regain.

We will demonstrate how Customer Experience Programs have to show follow up via – KPIs and balanced Scorecards. Research is paramount therefore Pilot schemes; Customer Journey Mapping, Service Standards and Operational Excellence are defined by how central to the Customer experience they are. The course aims to show that Leadership is also central to success in this arena. However it will not succeed without good Communication, Reward and Recognition of the relevant Teams, Areas of delivery Development of people through Induction and Training. The course will aim to show that whilst Institutions believe that they possess the ‘‘best Customer Excellence / Service systems’’ – these need to be updated, reviewed and upgraded as does the “our approach” to delivery in the pursuit of Excellence. Institutions also need to remember that in the ‘’center of the plate’’ is the ‘’Customer’’ – a fact often forgotten by the lack of contact.

Methodology
This is a highly interactive course comprised of PowerPoint presentations, case studies, and discussions. The training is conducted in English but the trainer, Mr. is fluent in spoken Arabic as well.

By attending this highly interactive 5 day course, you will:

• Understand the way Customer Excellence is a Spider’s Web.
• Understand and identify the Red Flags.
• Understanding the ‘‘Risk’’ involved in not using information correctly.
• Learn how to position your organization to take advantage of competitive advantage.
• Successful strategies and approaches to strengthening and deepening Client Relationships.
• Gain 14 in total CPE credits, in Finance, Business Management and Organization, Advisory Services and Communication.

Who should attend

• Relationship Managers
• Senior Customer Service Executives
• Customer Service Managers & Personnel
• Operations Managers
• Business Managers
• Supervisory staff
• I.T. applications providers serving financial institutions
• Consultants and professionals serving the financial services industry

This course is developed for relationship managers (front line), supportive staff and after sales service representatives (back office) and anyone involved with customer service in financial institutions. 

Meet your expert course trainer: Charles Legrand

Charles Legrand is the founder of CN L & Associates and a board member of INTERFIMA. His focus is building platforms concentrating on Relationship Management, Payments, Trade Finance and Cash Management from his base in Athens Greece. Charles moved into his current role in January 2011. Charles spent 10 years with Swift where he managed the UK Ireland and Nordics, ME & India and South Asia – three challenging regions. His main focus was the commercial activity, planning, P&L and being part of the respective senior management teams.

Prior to joining Swift Charles was with Citibank for sixteen years where he initially held roles in Payments and Cash Management working closely with the Consumer and Private bank entities. Later roles with Citibank included managing Foreign Banks Correspondent relationships while based in London and managing customer relationships in Sub Sahara Africa. Charles started his banking career with Barclays Bank International in the UK and Gulf countries. Charles has extensive international banking experience having worked in numerous countries, predominately across Europe, Africa, India and Asia. Charles was educated in the UK. In addition to English he is fluent in Greek and spoken Arabic.

About Interfima

The International Association of Financial Management is a non-profit organization that aims to share knowledge and add value to the financial markets, through ongoing professional education and training. Headquartered in Luxembourg, INTERFIMA operates in Europe, Middle East, Africa, and Oceania while continuously expanding into new regions.

INTERFIMA is committed to bringing the best financial learning experience to financial institutions, corporations, governmental entities, and industry professionals, through high quality learning standards.

Benefits of INTERFIMA Membership

• Regular updates, articles and news through the monthly Newsletter.
• Access to extensive training materials, classes, workshops, seminars, e-learning and professional accreditation.
• Exclusive membership discount to all INTERFIMA events (classroom and online).
• International perspectives and networks
• Assistance with professional or career questions
• Access to knowledge and contacts that differentiate you from non-members, enhancing your career and employment prospects.
• Opportunities to participate in original research on the topics and issues impacting your role.
• Networking with peers and executives at physical meetings/events and through on- line forums – ideas, insights, career opportunities etc.
• Chances to initiate or join ‘communities of interest’ on specific subjects or projects.