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“We are very
honoured to receive the APCSC CRE Awards. It gives a strong
acknowledgement of our efforts in delivering excellent service
quality and customer relationship that will continue to distinguish
us in the regional market. With strong understanding of our
customers' financial needs coupled with a strong dedication for
quality service, we will be able to value add with personalized
banking to them.”
Mr. Michael J. Barrett, Group Managing Director, RHB Banking Group
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The Key to Achieve Customer
Relationship Excellence
Making
banking simplified from
RHB Bank Berhad
Singapore.
 In
this knowledge email, we would like to share how RHB Bank Berhad
Singapore, the winner 2007 Customer Relationship Excellence
Awards in the category of “Best Customer Experience
Management of the Year 2007 (Banking Service)”, achieves Customer Relationship Excellence.
Excellent customer service must start from the top and from within
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Service
excellence has to be holistic. It starts on the top and must be
embraced by all levels of the management, departments and staff.
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Benchmarking with other similar companies and external industry
standards are a good way to gauge the current service standards
in your company.
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With
this, one can developed an action plan that outlines the
strategic service thrusts and desired outcomes.
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There is
no short cut to customer excellence.
Employees are an important asset
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When it
comes to customer service, employees particularly the front-line
employees play a very important role. They are the face of the
organization. Hence,
it is essential that all employees, regardless of position stays
engaged in the company.
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During
the initial stages of RHB Bank’s service revamp, the management
had face-to-face dialogue with employees to communicate the
vision, strategic thrusts and plans behind the change.
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Change
is difficult, but it is easier to adapt when one understands the
need for the change. This is when everyone in the organisation
speaks and sings the same service language.
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To
encourage one to persevere, internal service awards needs to be
implemented and sustained.
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At RHB
Bank, we have the Service STAR Award. There are three
categories, the highest level is the Emerald Award followed by
Sapphire and Ruby service star badge. These
are given to employees who have received accolades for their
efforts from external customers/associates and internal
colleagues.
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As part
of the award, they will be awarded a certificate of
recommendation, the STAR Badge, monetary rewards, one-day off
entitlement and other benefits such as movie tickets for the
entire family.
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RHB Bank
holds regular activities for our employees as well as for their
families. We recently held a durian feasts and treated them to
the screening of the latest movie blockbusters, Batman. Every
year, we hold company retreats, company trips and invite them to
the finals of the RHB Singapore Cup, a yearly football
championship in Singapore.
Small
things makes the difference and set you well apart
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Put
yourself in your customers’ shoes, understand what they see at
your branches.
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RHB Bank
practices the
5 senses – sight,
smell, taste, sound, touch in all our branches.
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The
branches must look presentable and customers must feel welcomed.
The branches must smell good, thanks to aromatherapy placed at
the branches. We play pleasant music to smooth customers’
senses. There is a wide variety of complimentary beverages
provided to all walk-in customers, the only bank to do so. On a
rainy day, we provide customers with a disposable raincoat.
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When
customers need to contact RHB, they can call our branch managers
at their mobile to add that extra personal touch and comfort.
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It’s
with small details like this, customers will feel appreciated.
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With
this, comes customer satisfaction as well as satisfaction for
the staff serving the customers.
- Service excellence is a
journey and it must be on-going without an end.
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“Winning
two consecutive service awards is a great
testimony of our pursuit for service excellence.
RHB Bank Singapore has a proven track record in
the area of service excellence and we have
succeeded in providing a great banking
experience through innovation, dedication,
flexibility and above all, great customer
experience. With RHB Bank, banking is made
personal.”
Mr Lim Hun Joo, Country Head, RHB Bank Singapore |
Customer Relationship Excellence Awards:
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
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Congratulations to the 2007 CRE Awards winners!
The CRE Awards presentations took place on 27
June 2008.
2007 Winner Photos and
Winner Statement |
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REGISTRATION
CRE Awards 2008
NOMINATION |
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The Application of CRE
Awards 2008 is now opened!
The CRE Awards 2008 Welcome Pack can be
downloaded from the following link:
CRE Awards 2008 Welcome Pack
Latest Application Deadline: 15th November 2008 (Corporate)
15th January 2009 (Individual)
The CRE Awards Supplement:
21 July 2008
The Standard 28 July 2008
SingTao Daily G1-G12
Certified Contact Center Manager (CCCM) |
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Hong Kong,
December 16-17, 2008
This two-day CCCM course will cover the basic and advanced topics
in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest
development of Contact Center in terms of technology as well as
practical management solutions. |
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Key Benefits |
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Developing appropriate plans for immediate use in the existing organization to integrate the Contact Center within the organization
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Elevating customer care and professionalism at the Contact Center and exceeding customer expectations through KPI Measurement
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Sharing knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards customer service excellence
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Visiting past CRE Awards winners to learn their best practice and successful experience in achieving customer service excellence
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Improving customer loyalty and enhancing customer satisfaction by linking performance measures to customer satisfaction
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Achieving internationally endorsed and recognized Certificate on Contact Center management, brining higher prospect to career development
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The Essential Topics |
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A Strategic Partner To The Business
• Contribution of The Contact Center
• Customer Contact Matrix
• Developing A World-Class Contact Center Framework
• Supply – Demand Ratio for Services
Managing Operation
• SLA and SLM
• Staffing Model
• Workforce Management
• Quality Assurance
• Best-in-Class CRM Benchmarking
Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills
Managing Technology
• Today’s CRM & Contact Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan
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Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey
Planning Customer Satisfaction Research
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives
Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study
Managing A Business Unit
• Competencies of a Contact Center Manager
• Building a Successful Team
• Managing Finance
• Creating Your Business Services
• Interdepartmental Linkage & Effective Communication
• Leadership Behaviors
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View the brochure to learn more about CCCM
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Testimonials |
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"With the keen competitions among the property
developers, upgrading the existing Customer Service Hotline Center is the priority strategy in our company. After completing the “Certified Contact Center Manager”
course, I find that there are still many parts in our hotline center need continual improvement. This course is valuable and provides many latest information and
methods on running a successful world-class contact center."
Call
Centre Manager,
Hong Yip Service Co Ltd
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"This (CCCM) course has provided solid up-to-date market info in terms of what the challenges are faced by Call Centre nowadays and how problems can be tackled. It offered room for thinking which may change the way we think to align with market trends. Meeting with people from other organisations has facilitated experience sharing which is something we cannot achieve solely by reading industry publications. I'm glad I've had a chance to take part in this course"
Program Planning
Officer, Hong Kong CSL
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"I find the CCCM course informative and comprehensive. And, the course instructor is resourceful to inspire experiential learning. I am more than happy to be a customer reference for the certification program."
Assistant
Client Service Manager,
HSBC Life (Intl) Ltd
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"It is really a valuable experience to join the CCCM programme. I
enjoyed so much in the class, especially the sharing of experience
of various industries best practices and plan to join other
programmes by APCSC for self development in future and recommend to
my friends."
Customer Service
Manager,
Bank of East Asia |
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Learn more about
the Customer Service Quality Standard (CSQS) for
CRE Awards Model and Assessment Process through
the following Global Certifications: CCSA and
CCSM |
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
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Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
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(c) 2008 Asia
Pacific Customer Service Consortium Ltd. All
Rights Reserved
The information contained in this
email is copyright of APCSC and may not be
duplicated or distributed without the express
permission in writing from APCSC, unless the
layout, content and formatting remains unchanged
or modified. |
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