The Business of Banking

1
SERVICE CULTURE
2
THE DEPLOYMENT OF THE TRAINING

• There are 4-stages of the training
• John Tschohl Service Strategy Seminar
• Leading Empowered Teams (LET)
• Train-The-Trainer Seminars for all the other
  modules
• In House Customer Service Champions (graduates of
  train-the-trainers), training other staff

3
John Tschohl Service Strategy Seminar-

• In view of the fact that the staff strength of
  the bank is 0ver 3000 we encourage you to use
  John Tschohl for a service strategy seminar. His
  fee is 30,000USD for FCMB. The Bank will be
  responsible for his airfare to and from the US
  and his hotel accommodation while in Nigeria. The
  John Tschohl service strategy seminar serves as a
  kick off for the service culture program and the
  objective is to create enthusiasm and buy-in from
  the leadership cadre. It is a one day event that
  is meant for the top 100-200 leaders in FCMB.

4
Leading Empowered Teams (LET)

• This program will help your executives, managers,
  supervisors and department heads to learn how to
  look at FCMB to remove gaps, to create a better
  customer experience and develop a service
  strategy. It will teach empowerment, team work,
  and how to coach an empowered and high performing
  workforce. We need management to walk the talk
  and drive a service culture.

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Train-The-Trainer Seminars for all the other
modules

• Feelings for Professionals
• Loyal for Life
• Exceptional Service
• Speed
• Buck A Day Cost Reduction Campaign
• Service First Video Library
• Remember Me
• Empowerment A Way Of Life   
• Moving up

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In House Customer Service Champions (graduates of
train-the-trainers), training other staff

• Feelings For Professionals
• This is for the entire workforce and is designed
  to change attitudes and behavior, Teach the
  skills and techniques of customer service, Build
  the self worth of employees and help them feel
  good about themselves, and improve morale and
  teamwork. We will train the trainers and each
  employee gets a participant package. Feelings is
  very fun and entertaining and employees want to
  participate and interact, which is the most
  effective way of learning new skills and changing
  behavior. FEELINGS has a strong focus on personal
  growth and development. You will see an immediate
  improvement in behavior and attitudes.

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• Loyal For Life
• This is a one session program designed to be
  implemented in 3-4 hours. The focus is on service
  recovery and empowerment. When FCMB makes a
  mistake how do you take a customer from hell to
  heaven in 60 seconds or less. It will help you
  reduce defections.

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• Exceptional Service
• This is a one session program conducted in 3- 4
  hours. Ideally FCMB needs a new program every 4
  months. The concept is to deliver exceptional
  service not just good service. By giving the
  employees fresh, exciting material you keep the
  customer service message in front of them. Good
  service and customer satisfaction no longer keep
  customers loyal.

9

• Speed
• Speed means dramatically reducing the amount of
  time it takes to complete a project of task.
  Speed means doing it FAST, doing it NOW, and
  doing it RIGHT. It will help create a Speed
  mindset. Speed will help everyone overcome
  internal and external barriers. FCMB can build
  more market share by mastering Speed. In Nigeria
  very few organizations deliver speed. Most
  employees have a slow mindset.

10

• Service First Video Library
• This is a 12 Video/DVD series designed to be
  implemented in 12 sessions of 1-2 hours each once
  a week or once every two weeks. Can also be
  implemented in 4-5 sessions of 4 hours each.
  Twelve topics and you can use in any order you
  want. The facilitator and participant material
  is downloaded off the Internet for unlimited use.

11

• Remember Me
• This is a new two session program of 3-4 hours
  each spaced one week apart. The objective is to
  get employees to use and remember customers
  names. Nothing is more precious than a persons
  name. This is an exciting program that provides
  leading edge ideas. Very few employees use the
  customers name. This is a powerful leading edge
  idea.

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BRIEF REVIEW OF THE MATERIALS (deliverables)
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• Leading Empowered Team
• Facilitation in groups of 30 by Ndackson
• Participants Guide,
• Achieving Excellence through customer service
  book by customer service guru, John Tschohl

14

• Feelings for Professionals
• Leaders Guide (User Friendly)
• Participants book 128 pages
• Set of 3 DVDs
• Feelings Technique Card
• Customer Service Performance Standard
• Certificate of Completion

15

• Loyal for Life (Service Recovery)
• Participant book 92 pages
• Technique Card
• Certificate of Completion
• Leaders Guide with DVD

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• Exceptional Service
• Leaders Guide and DVD,
• Participant Kits
• 36-page book
• Certificate of Completion
• Quality Technique Card
• Customer Service Performance Standard

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• Speed
• Leaders guide and 2 DVDs
• Participant Book 93 pages
• Certificate of Completion
• Speed Performance Standard
• Technique Card

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• Service First Video Library
• Leaders Guide
• PowerPoint Presentation
• Discussion Guide
• Answer Sheet
• Certificate of Completion
• All are downloaded off the Internet with NO
  recurring charges

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• Remember Me
• Leaders Guide and 2 DVDs
• Participants book 101 pages
• Technique Card
• Remember Me Performance Standard
• Certificate of Completion

20

• Empowerment - A Way Of Life  
• Leaders Guide with 2 DVDs
• Participants Manual 105 pages
• Empowerment Performance Standard
• Technique Card
• Certificate of Completion

21
Buck A Day Cost Reduction

• 30 Day Campaign
• Focuses on recognition, participation and
  involvement
• Provides software to measure the results
• SQI guarantees the saving exceed the money
  invested with SQI on the campaign or SQI refunds
  the difference. Have never had to do this.
• Goal is to get each employee to look for a way to
  save 1 USD a day
• There are about 250 working days in a year. 250
  x 5,000 1,250,000

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WORKSHOPS

• Leading Empowered Teams
• Feelings for Professionals Train-the-Trainer
• Speed
• Remember Me
• Empowerment A Way of Life
• Loyal for Life
• Exceptional Service

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DISCUSSION ON PRICING AND OTHER CHARGES

• Once the contract of 50 per person for a year is
  signed, it covers the following at no extra fee
  for Year One
• Leading Empowered Teams
• Feelings for Professionals
• Any other SQI Program of your choice
• Year Two and Three Any 2-3 programs a year of
  your choice

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OTHER COSTS

• Shipment of the materials. (Product can be
  duplicated and printed in Nigeria for a 10
  increase in price to cover the significant
  increase in product costs)
• Cost of venue, meals, transport, etc for
  the trainees
• Travel expenses for two (2) Ndackson staff for
  sessions conducted outside Lagos State
• Any personalization or customization for branding
  and communication which is done at cost

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BENEFIT OF USING OUR TECHNOLOGY

•  Provides a very strong support that will enhance
  your higher ISO Certification efforts.
•  You will experience increased positive word of
  mouth advertising from customers who feel good
  about doing business with your Bank.
• Your Banks image will be enhanced and
  positively projected as all customers, both
  internal and external want to associate with an
  organization that has a strong and sincere
  customer service culture.
• You will increase deposits, assets and market
  share.

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•  Your Banks profit will certainly increase due
  to frequent repeat business/sales because of
  satisfied customers and motivated employees that
  increase productivity
•  You will experience fewer customer complaints
•  Employees will convert dissatisfied customers
  into satisfied customers because they will learn
  how to uncover their real needs
•  SQIs Customer Service Excellence tools
  communicates to all employees that we value, love
  and appreciate them
•  Employees will not only benefit on the job, but
  they will also benefit from their positive
  relationship with peers, friends and family.

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The Question and Answer Session
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OTHER GRAY AREAS THAT MAY BE NECESSARY

•  Questions Answers
• How many LET or Train-the-trainers sessions can
  Ndackson Co Ltd conduct simultaneously?
• Eight (8)
• Supposing FCMB does not have supervisors for the
  Train-the-trainers, can Ndackson Co Ltd train
  the entire workforce?
• YES.