CUSTOMER

SERVICE
FOR TODAY'S CUSTOMER

A PFL PRESENTATION
TO DIAMOND BANK

ACCREDITED
WEST AFRICAN
PARTNERS

FOOD FOR THOUGHT

CHANGE AN EMPLOYEE'S ACTIONS,

YOU GET RESULTS

TEMPORARY RESULTS.

FOOD FOR THOUGHT

CHANGE AN EMPLOYEE'S ACTIONS,

YOU GET RESULTS

TEMPORARY RESULTS.

CHANGE AN EMPLOYEE'S

CORE THOUGHTS AND EMOTIONS,

YOU GET SUSTAINABLE RESULTS.

WE ARE:
-A TEAM OF EXPERT TRAINING AND DEVELOPMENT CONSULTANTS.

-A FIRM WITH INTERNATIONAL AND LOCAL EXPERIENCE.

-CERTIFIED BY THE PROTOCOL SCHOOL OF WASHINGTON;
LEADER IN INTERNATIONAL PROTOCOL AND ETIQUETTE SERVICES.
-MEMBERS OF THE INSTITUTE FOR PROFESSIONAL COACHING WORLDWIDE.

-FRANCHISE OWNERS FOR INSCAPE PUBLISHING;

THE PREFERRED PERSONALITY PROFILE ASSESSMENT TOOL WORLDWIDE.

WHAT WE DO
-RECRUIT, TRAIN, CERTIFY AND DELIVER

A HIGHLY MOTIVATED WORKFORCE.

-HELP IMPLEMENT PERFORMANCE

ENHANCING CUSTOMER FOCUS INITIATIVES AND PROCESSES.

-GAIN CRITICAL INSIGHTS FROM YOUR CUSTOMERS

AND EMPLOYEES THROUGH RESEARCH AND ANALYSIS.

ORGANIZATIONS WE WORK WITH

- AFRIBANK

- JEVKOM OIL & GAS

- U-CONNECT

- EMPIRE HERITAGE ARCHITECTURAL AND BUILDING SOLUTIONS

- CEPHWELL OIL & GAS

OUR FOCUS

-IMPROVE CUSTOMER SATISFACTION

AT THE TRANSACTIONAL AND RELATIONSHIP LEVELS
IN DIAMOND BANK.

-ENABLE AN EXCELLENT SERVICE

CULTURE ACROSS THE BANK'S
BRANCHES.

ATTRIBUTES OF A DIAMOND
WITH A BRAND PERSPECTIVE
-SPARKLE: SAME BRAND QUALITY AT EVERY TOUCH POINT.
-CLARITY: CLARITY OF THE MESSAGE AND BUSINESS
SOLUTIONS TO THE CUSTOMER.
-COLOR: VIBRANCY, WARMTH, ALERTNESS AND
STABILITY OF THE BRAND.
-CROWN: BEST IN CLASS AMONG INDUSTRY PEERS.
-DISPERSION: REACH BEYOND CITIES AND BORDERS.

DIAMOND BANK
YESTERDAY
-VARIOUS SHADES OF GRAY.

-AMONG THE BORDER LINE BANKS PRE-CONSOLIDATION.

-GREAT BUSINESS SOLUTIONS COMMUNICATING TO CUSTOMERS FAULTY.

-CUSTOMER CENTRIC WHO KNEW?

-A BIG BANK CORPORATE MAY HELP MY BUSINESS:
(PERCEPTION: WHY WOULD THEY HELP MY BUSINESS - AM JUST A BEGINNER).

-A CHILDREN FRIENDLY BANK

:DISNEY TRIPS ( OK I'LL USE DIAMOND BANK WHEN - I'M READY TO SAVE FOR MY KIDS FUTURE).

DIAMOND BANK
TODAY
-VIBRANT COLORS YET STABLE PERSONALITY.

-NOT AMONG THE TOP TIER BANKS

POST CONSOLIDATION.

-ARTICULATED COMMUNICATION AND VISION.

-ARTICULATED PRODUCTS AND MARKET FOCUS/NICHE.
-STRATEGIC PARTNERSHIPS AIMED AT DRIVING THE BOTTOM LINE
AND ACHIEVING THE ORGANIZATIONS VISION.
-TOTALLY CUSTOMER, PEOPLE AND TECHNOLOGY DRIVEN.

-NO 1 BANK TO INTRODUCE INSTANT ACCOUNT OPENING ON THE GO

USING TABLETS.

-NO 1 BANK TO INTRODUCE MOBILE TRUCK BANKING

TO REACH THE UNBANKED POPULATION.

COMPETITIVE ANALYSIS
A REVIEW OF KPMG REPORT

OUR RESEARCH

-MYSTERY SHOPPING RESULT.

-ACCOUNT OPENING EXPERIENCE

OUR ACTION PLAN

-DEVELOP A WINNING CUSTOMER CENTRIC
TRAINING STRATEGY.
-DEVELOP BUSINESS UNIT SPECIFIC TRAINING
MODULES THAT WILL IMPROVE PERFORMANCE.

OUR ACTION PLAN

-IMPLEMENT SOCIAL SKILL TRAINING IN THE
STRATEGY ALONG THE FOLLOWING TOPICS
- BUSINESS ETIQUETTE TRAINING
- CONFLICT MANAGEMENT
- GRAMMAR AND DICTION TRAINING
- EMOTIONAL INTELLIGENCE
- PRESENTATION AND PUBLIC SPEAKING
- ICE BERG EFFECT ANALYSIS AND UNDERSTANDING PERSONAL SPACE
- NEGOTIATION SKILLS

KEY MESSAGES

STAFF:

OUR FIRST AMBASSADORS

BE IMAGINATIVE AND FLEXIBLE IN
DEALING WITH CUSTOMERS.

KEY MESSAGES

CUSTOMERS:

EVERYONE MATTERS

- BE PREPARED TO REACT QUICKLY TO

DIFFERENT CIRCUMSTANCES
- TO MEET PEOPLE'S DIFFERENT NEEDS.

KEY MESSAGES

PRODUCTS &
SERVICES:

SIMPLE, FAST, AND CONVENIENT.

MODULE SEGMENTATION
-BANKS CUSTOMER
-BANKS PEOPLE
-BANKS SERVICE
-BANKS PEOPLE PRODUCT KNOWLEDGE
-BANKS CORPORATE CULTURE AND VALUES VS.
PERSONAL CULTURE, VALUES AND BELIEF SYSTEM
-CASE STUDIES
-ROLE PLAY
-ASSIGNMENTS AND TASKS
-VISION BOARD
-COACHING AND MENTORING SESSIONS

OUR TOOLS
-INSCAPE PUBLISHING FACILITATION KITS
EVERYTHING DISC WORKPLACE PROFILES
- EVERYTHING DISC MANAGEMENT PROFILE
- EVERYTHING DISC SALES PROFILE
- EVERYTHING DISC WORK-OF-LEADERS-PROFILE
- EVERYTHING DISC PERSONAL LISTENING PROFILE
- EVERYTHING DISC TIME MASTERY PROFILE
-

-MYSTERY SHOPPING TO ASSESS TRAINING IMPACT

ON SERVICE DELIVERY.
-CORE ENERGY COACHING AND MENTORING OF
UNIT HEADS TO DRIVE PROCESSES DOWNWARDS.
-PSYCHOMETRIC ASSESSMENTS

OUR BUDGET

OUR SERVICE FEES ARE BASED ON THE PROJECT SCOPE AND ELEMENTS
CAPTURED WITHIN THIS PRESENTATION.
OUR FEE FOR TRAINING WILL BE CAPTURED ONCE WE AGREE ON THE
TRAINING MODALITIES WITH YOUR PERSONNEL.
OUR PROFESSIONAL FEE IF OUR SERVICE IS ENGAGED BEYOND THE SCOPE
OF THIS PRESENTATION WILL BE DETAILED ACCORDING TO THE PROJECT.

&

Q A
PERSONNELTY FIT LTD.
TRAINING. RECRUITMENT. HR SUPPORT