'Achieving Customer Service Excellence' Seminar

21 January 2002 FIMBank will be organising a full day Customer Service Seminar on the 2nd March 2002 at the luxurious Portomaso Suite (Hilton Malta). The speaker for this event will be Mr. Derek Williams who is recognized as one of UK's leading business development gurus and expert on Customer Service. His own firm has won 5 national awards for customer service excellence. Mr. Williams demonstrates practical ways how to combine service and marketing, translating services into increased profits. All FIMBank staff will attend this Seminar which has been specifically tailored for the Bank and will focus on achieving customer service excellence. The programme will include the following modules:

Essential Building Blocks of Customer Service Excellence

Simple systems that have spectacular results
Golden rules
Motivation
Communication
Leadership
3 Dimensional Care
Outside the box thinking
Guarantees
What does the customer really think?

Enhanced communication
Dynamic listening skills.
Exploring the power of both written and oral communication.
Developing extraordinary telephone technique.
Caring communication.