Banking Course: Bank Branch Advanced Operations and Service Excellence

2 days training in Jakarta April 2019. Modules: Business Banking, Mutual Fund Advising, Treasury Functions, Selling Skills, Key Components of Successful Long Term Relationship: Rapport, Ownership, Respect, Trust, Action Planning: Evolving Along the Relationship Curve, Sales F2F, Negotiation Skills, Customer Service Management, Telephone & Email Customer Service, Handling Angry Customers.

Bank Branch Advanced Operations And Service Excellence
25-26 April 2019, Jakarta-Indonesia


Language
Training in English

Agenda Overview

Day 1
Module 1: Business Banking
Currency Conversion
Working Capital Financing
Large Trade Transactions

Module 2: Mutual Fund Advising
Mutual Fund Basics and Structure
Offer Document
Fund Distribution
Selecting the Right Mutual Fund

Module 3: Treasury Functions
Overview of Treasury Operations
Overview of Treasury Products
Receivable/Payable Management
Maturity Ladder
Payment and Settlement Systems
Liquidity Management

Module 4: Selling Skills
Identifying Strategic Relationships
Key Components of Successful Long Term Relationship: Rapport, Ownership, Respect, Trust
Leveraging the Relationship for Selling: Engagement Cycle
Action Planning: Evolving Along the Relationship Curve
Evolving Along the Relationship Curve: Existence – Acquaintance – Partnership

Module 5: Sales F2F
The Sales Step
Opening the Sales Call
Probing to Find Needs
Need Analysis & Recap
Matching Products Based on Needs
Presenting the Solution
Handling Objections
Closing-Follow Up
After Sales Service
Cross Selling
Reference Generation

Day 2
Module 6: Negotiation Skills
Negotiate vs Bargain
The Need for Negotiation
Why People Negotiate
Negotiation Case Study
Factors to Keep in Mind while Negotiation
Handling Ego States While Negotiating
BATNA – Applying BATNA - Simulation

Module 7: Customer Service Management
What is Customer Service
Developing a Customer-Centric Mindset
Internal Customers External Customers
The Need for Customer Service
Unpleasant Experiences
Satisfying Experiences
Developing a Customer Friendly Attitude
Presenting a Professional Image
Tone & Choice of Words

Module 8: Telephone & Email Customer Service
Mastering Telephone Skills
Professional Skills on Telephone
How to Build Positive Image for Self & Business on Telephone
Email Reply for Customer Queries
Mastering the Key Words in Email Reply
Guidelines for Customer Service on Email
Do and Don’t on Email

Module 9: Handling Angry Customers
What Makes a Customer Angry
Understand Customer Behavior through Previous Interactions
How to Handle Angry Customers
Building Trust
Problem Solving
Effective Follow-up
Creating Loyal Customer


Prof Francis Piron

Trainer
Professor Francis Piron
Professor of Management, Sales and Marketing

Francis Piron is a Professor (Doctoral program) at Swiss Management Center University Switzerland, he is also a Professor Marketing at a few school: Helsinki Business School Finland, Shantou University Business School China, Troy University US. He is also the Founder AHEAD (Asian Higher Education & Academic Development).

Francis Piron regularly does some visiting lecturing for Sales, Marketing, Management, MBA topic at International Business University Teknologi Malaysia, University of Macau, Nanyang Technological University Singapore, University of Professional Studies Ghana, Laapeenranta University of Technology Finland, Business at Tianjin University of Technology China, Peking University China, China-Europe International Business School (CEIBS).