Found at: http://www.anguillaguide.com/article/articleprint/5147/-1/130/
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Customer Satisfaction Seminar Held At NBA
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On Saturday, September 1, members of the National Bank of Anguilla Ltd (NBA) management team and supervisors participated in the Customer Satisfaction Leadership seminar conducted at the NBA by Ms. Melinda Goddard, principal of ClienTell® Consulting, LLC. The NBA management requested a Saturday schedule to avoid taking time from their customers during regular hours.
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NBA’s Managers at Seminar
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In her invocation before the session, Ms. Bernadine Horsford, NBA Loans Manager, focused on the importance of applying customer service principles in our daily work. Ms. Goddard compared the simplicity of the concepts in the class to the Golden Rule (Do unto others as you would have them do unto you), which she said can lead to business success, just as it can to a positive and fulfilling personal life – when applied to the ways we treat our customers and employees, “but like diet and exercise, the challenge is in following these concepts every day with each interaction,” she noted.
The seminar encompassed the research linking customer satisfaction to business results, the key drivers of customer perceptions of service, and how to help retain a customer through effective service recovery if needed. Ms. Caroll Morton, Assistant Manager of Retail Banking, said, “The information shared with me from this seminar will definitely help me to improve the service I offer to customers – and the working relationships with staff.”
The seminar was held as part of a larger customer focus initiative that will include a formal customer satisfaction survey in the coming months. Mr. E Valentine Banks, NBA CEO, and Ms. Marisa Gumbs, Market Research and Business Development Officer, led a discussion of the survey to gather the managers’ input at the end of the seminar.
Mrs. Winsome Richardson, the Bank’s Human Resources Officer, commented that in recognition of the importance of quality customer care and the need to constantly improve the service offered to our customers, the Bank sought the expertise of Ms. Goddard. Her session was indeed valuable and it is guaranteed that the impact will be reflected in our customers, all of whom we value greatly. We look forward to having a similar session involving all staff shortly.”