Retail and Commercial Banking Delivery Channel Masterclass Training Course

Primary tabs

Course Language

This course is delivered in Polish or English.

Course Code

rcbd

Duration Duration

21 hours (usually 3 days including breaks)

Overview Overview

Audience

The course is suitable for all Senior Managers who require an in-depth, strategic understanding of:

  • Retail and Commercial Banking
  • Delivery Channels
  • Relationship Management: Bank to Customer; Management to front-line staff
  • Change Management

Format of the course

The course is delivered using a stimulating combination of:

  • Slide presentations
  • Facilitated Discussions and
  • Exercises and Case Studies

By the end of the course, delegates will be able to:

  • Explain the strategic elements comprising Retail and Commercial Banking
  • Define and understand in detail the integrated strategy requirements of:
    • Premises location and design
    • Delivery Channels – the different ways that customers can interact with the bank
    • Product creation, marketing and selling
    • Customer segments and experiences
    • Staff recruitment, training and performance development
  • Understand the process for developing new Products from need-identification through to delivery to clients
  • Explain the vital importance of all creating, developing and enhancing all relationships particularly:
    • The relationship between the bank and its customers
    • The relationship between the Bank’s management and staff in delivering excellent customer service linked to achieving targets
  • Apply the universally-accepted Change Management principles
  • Appreciate the “International Dimension” of Retail and Commercial Banking which customers demand in today’s highly flexible market-place

Course Outline Course Outline

What is Retail and Commercial Banking?

  • Preparing a definition covering:
    • Premises
    • Products
    • Customers
    • Staff
  • Discussing how Retail and Commercial Banking also includes aspects of retail activity: taking ideas from shops, supermarkets etc.
  • Discussing how Retail and Commercial Banking Strategy Management applies across all delivery channels

Forward Planning to create a Strategy for Retail and Commercial Banking:

  • Understanding the logical process for creating a Strategy:
    • What we want to do; when we want to do it; and how we want to do it
  • What information do we need to gather on the “As Is” – the current position:
    • What is the bank’s existing Strategy (if any)?
    • How do we know how successful this existing Strategy is?
    • How can we identify the gaps – where is the shortfall in performance
  • What information should be gathered on the “To Be” – the preferred position in the future:
    • What might the constraints be – the limiting factors – to achieving success:
  • How is a Business Case prepared which helps justify the emerging Strategy to the company’s Senior Management? This will focus on:
    • Budgets
    • Critical Success Factors (CSFs)
    • Measurement
    • Continuous Management and Assessment

Delivery Channels

  • How do customers access our products and services?
  • How do customers want to access our products and services?
  • Are we flexible in meeting customers’ access needs?
  • What does the future look like for delivery channels?
  • The challenge created by the emerging involvement of Telecoms companies and Mobile Money and the radical change this may make (in fact, is already making in certain parts of the world) to the execution of retail payments

Branch Premises

  • Location of the branch
    • Physical location
    • Size
    • Competition
    • Customer traffic
    • Other factors such as availability of public transport and of car-parking
  • Design of the branch:
    • What should be included – what can be excluded?
    • What factors will entice customers in – what will turn customers away?
    • How should we move customers around inside the branch? What is customer traffic management?
    • How can we display our goods in the outlet – our products – in the most advantageous way

Other Delivery Channels

  • What other Delivery Channels do our customers expect us to offer to them
  • What are the strategic issues around providing this access to all our customers?
  • What will happen if we choose not to make one (or more) of these channels available to our customers?

Products

  • What are the factors in creating a product portfolio?
    • Understanding all the costs related to a product:
      • Production costs – including the effect on the bank’s balance sheet
      • Marketing costs – getting the product to the customers
      • Selling costs – persuading the customer to buy the product
      • Maintenance costs – after-sales service
      • Enhancement costs – making an existing product even better
    • Understanding the profit element linked to each product. How to know:
      • Which products make the most money – and should be retained
      • Which products make the least money – or make a loss – and should be deleted from the portfolio
  • What are the factors in defining a target market for each of our products – and then linking that to the Premises decisions on location and design?
  • Marketing – How do we tell our customers what we sell? Creating a Marketing Plan including factors such as:
    • Our product portfolio – differentiating between target markets
    • Branding – making our bank identifiable in a consistent way
    • Advertising – using all available (or required) advertising media such as:
      • TV, Radio and Cinema
      • Newspapers, Magazines and Flyers
      • Billboards, Posters and Direct Marketing
    • Merchandising – linking all the advertising and product literature consistently

Campaign Planning and Merchandising

  • Creating and Integrating Campaigns
    • Ensuring that each Campaign complements activity – and doesn’t compete with it
    • Creating and publishing (internally) an integrated Campaign Plan
    • Developing a process whereby departments use their Business Cases to “bid” for space and time to attract customers’ attention
    • Building the Campaign for maximum effect using the media outlined previously
  • Merchandising:
    • Again building on the learning to ensure:
      • Consistency – of message
      • Conformity – to company standards for literature and language
      • Uniformity – helping customers to navigate our literature
      • Legality – ensuring no contraventions of any “customer protection” legislation

Relationship Management: Bank to Customers

  • Who are our customers – and what do they expect from us?
  • Different types of customers – and their separate requirements:
    • Mass Retail – want fast, efficient and error-free access to products and services
    • Mass Affluent – in addition to fast efficient and error-free access to products and services want a more-personal service: a feeling that they are “special”
    • Small / Medium-sized Enterprises (SMEs) – a more-personal service feeling that their non-personal business is important to the bank
  • How do we differentiate between the different types of customers? Actually… Should we differentiate between different types of customer or should we treat them all the same…?
  • Defining the experiences we want our customers to enjoy when they contact us
  • How do we deliver these different experiences?
  • What differences in staff and staff training are required?

Customer Relationship Management:

  • The importance of Customer Relationships
  • The benefits of developing a Customer Relationship Management Strategy
  • A Customer Relationship Management framework
  • Integrating People, Processes and Technology
  • The Service : Profit Chain
  • Obtaining and Handling Customer Information

Customer Demands:

  • Stakeholder (Customer) Management
  • Stakeholder Engagement
  • Satisfying Stakeholders’ Demands

People Management

  • Creating and delivering an excellent Customer Experience
  • Understanding Ourselves and Others
  • Effective Communication
  • Motivation at Work
    • How do I get the very best from each customer interaction?
    • What do I need to do differently to ensure that my customers only want to deal with me?
  • Team Building
    • The stages of Team Building
    • The inevitable effects on performance levels through these stages
  • Coaching
    • Ensure clarity on what exactly Coaching is and how it is used
    • Link “Coaching” as a discipline to improving individual and team performance (or analysing and rectifying under-performance)
    • Understand how learning shared can easily be transferred into a “commitment to action”
  • Coaching
    • Introduction to the GROW model
    • Consideration of all the factors required in effective Coaching
    • Introducing the House of Change: understanding the need sometimes to make things worse before they can get better
  • Building Rapport
  • Handling Conflict
    • What causes conflict?
    • The Phases of Conflict Handling
    • Thomas-Kilmann’s Five Conflict-Handling Modes – and how to apply them
    • Bridging the Gap

Selling Skills

  • Understanding the product(s)
  • Spotting a customer’s buying signals
  • Upselling Skills: what else do my customers need…?
  • Negotiating
  • When is not selling anything at all the best thing to do?

Staff Performance Management:

  • Creating Goals and Objectives
  • Managing Under-Performance
  • Performance Discrepancies
  • Managing Performance Standards
  • Feedback as a tool of Performance Management

Relationship Management: Managers to Staff

  • What is a “Way of Working”? What does it include?
  • How do we measure Staff Performance?
    • Goal and Objective Setting
    • Managing against those Goals and Objectives
    • Staff Development and Performance Management
  • Motivation: how do we get the best from our staff?
  • Delegation: how can we give our staff the chance to develop their own initiative to deal with customers
  • How do we ensure that our staff always deliver the best possible Customer Service?
  • How are the behaviours of our managers – the way they treat their staff – key in the development of our staff and their relationship with our customers?

Change Management

  • Understanding “Change” as a concept
  • The 9 Change Principles – and putting them into practice
  • Embedding the change
  • The emotional responses to change: how do staff receive, understand and implement the required change

The International Dimension

  • Who are our International Customers?
  • Do we (should we?) treat them differently from our domestic customers?
  • Extra issues of Know Your Customer (KYC), Identification & Verification (ID&V) and the international aspects of Financial Crime legislation
  • International aspects of:
    • Customer Service
    • Overseas Premises
    • Product Development
    • Money Transmission
    • Foreign Exchange
    • …and Import / Export for SMEs

Max firing count for all rules reached!
Guaranteed to run even with a single delegate!
Public Classroom Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
From 5206PLN
(71)
Private Classroom Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
From 5206PLN
Request quote
Private Remote Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet
From 15200PLN
Request quote

The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Classroom Private Remote
1 5206PLN 5206PLN 15200PLN
2 4258PLN 4258PLN 9255PLN
3 3942PLN 3942PLN 7273PLN
4 3784PLN 3784PLN 6283PLN
Cannot find a suitable date? Choose Your Course Date >>
Too expensive? Suggest your price

Related Categories


Course Discounts

Course Venue Course Date Course Price [Remote/Classroom]
Python Programming Warszawa, ul. Złota 3/11 Mon, 2016-08-01 09:00 5790PLN / 3753PLN
Data Analysis with Oracle 11g - workshop Warszawa, ul. Złota 3/11 Mon, 2016-08-01 09:00 4350PLN / 3012PLN
Data Science w biznesie Gdynia, ul. Ejsmonda 2 Mon, 2016-08-01 09:00 3731PLN / 3292PLN
Basics of C # language based on object model Wroclaw, ul.Ludwika Rydygiera 2a/22 Mon, 2016-08-01 09:00 6158PLN / 4543PLN
Web Application Development in PHP Warszawa, ul. Złota 3/11 Wed, 2016-08-03 09:00 2688PLN / 2022PLN
Oracle 11g - Programming with PL / SQL II Kraków, ul. Rzemieślnicza 1 Mon, 2016-08-08 09:00 PLN / PLN
Zapewnienie jakości oprogramowania – przegląd metodyk Warszawa, ul. Złota 3/11 Tue, 2016-08-09 09:00 2735PLN / 1863PLN
Python Programming Gdańsk, ul. Powstańców Warszawskich 45 Tue, 2016-08-09 09:00 5790PLN / 3908PLN
Programowanie w języku C# Poznan, Garbary 100/63 Tue, 2016-08-09 09:00 2188PLN / 1475PLN
Oracle 11g - Programming with PL / SQL II Wroclaw, ul.Ludwika Rydygiera 2a/22 Wed, 2016-08-10 09:00 2363PLN / 1785PLN
Programming in WPF 4.5 Gdynia, ul. Ejsmonda 2 Wed, 2016-08-10 09:00 2409PLN / 1815PLN
Adobe InDesign Łódź, ul. Tatrzańska 11 Thu, 2016-08-11 09:00 1220PLN / 1098PLN
Team Building and Management Rzeszów, Plac Wolności 13 Tue, 2016-08-16 09:00 2124PLN / 1287PLN
Stress management Warszawa, ul. Złota 3/11 Thu, 2016-08-18 09:00 2112PLN / 1212PLN
ITIL® Foundation Certificate in IT Service Management Szczecin, ul. Małopolska 23 Mon, 2016-08-22 09:00 2639PLN / 2134PLN
PowerShell Master Class Gdańsk, ul. Powstańców Warszawskich 45 Mon, 2016-08-22 09:00 2547PLN / 1701PLN
Effective working with spreadsheet in Excel Gdańsk, ul. Powstańców Warszawskich 45 Mon, 2016-08-22 09:00 768PLN / 652PLN
Java Performance Gdynia, ul. Ejsmonda 2 Mon, 2016-08-22 09:00 4400PLN / 2917PLN
Java Spring Kraków, ul. Rzemieślnicza 1 Mon, 2016-08-29 09:00 PLN / PLN
Java Spring Szczecin, ul. Małopolska 23 Mon, 2016-09-05 09:00 7039PLN / 5044PLN
Programming in WPF 4.5 Warszawa, ul. Złota 3/11 Mon, 2016-09-05 09:00 2809PLN / 1805PLN
Building Web Apps using the MEAN stack Szczecin, ul. Małopolska 23 Mon, 2016-09-12 09:00 4388PLN / 3003PLN
Java Spring Gdańsk, ul. Powstańców Warszawskich 45 Mon, 2016-09-12 09:00 7039PLN / 5153PLN
Java Spring Poznan, Garbary 100/63 Mon, 2016-09-12 09:00 7039PLN / 4961PLN
Java Spring Wroclaw, ul.Ludwika Rydygiera 2a/22 Mon, 2016-09-19 09:00 7039PLN / 4961PLN
Java Performance Gdynia, ul. Ejsmonda 2 Mon, 2016-09-19 09:00 4150PLN / 2866PLN
Java Spring Warszawa, ul. Złota 3/11 Mon, 2016-09-19 09:00 7039PLN / 4961PLN
BPMN 2.0 for Business Analysts Wroclaw, ul.Ludwika Rydygiera 2a/22 Tue, 2016-09-27 09:00 3110PLN / 2337PLN
Visual Basic for Applications (VBA) in Excel - Advanced Wroclaw, ul.Ludwika Rydygiera 2a/22 Mon, 2016-10-10 09:00 1689PLN / 1296PLN
ITIL® Foundation Certificate in IT Service Management Warszawa, ul. Złota 3/11 Mon, 2016-10-10 09:00 2639PLN / 2076PLN
Visual Basic for Applications (VBA) in Excel - Advanced Białystok, ul. Malmeda 1 Mon, 2016-11-14 09:00 1689PLN / 1413PLN

Upcoming Courses

VenueCourse DateCourse Price [Remote/Classroom]
Zielona Góra, ul. Reja 6Tue, 2016-08-16 09:006283PLN / 3858PLN
Kielce, ul. Warszawska 19Wed, 2016-08-17 09:006283PLN / 3958PLN
Szczecin, ul. Małopolska 23Wed, 2016-08-17 09:006283PLN / 3875PLN
Opole, Wladyslawa Reymonta 29Tue, 2016-08-23 09:006283PLN / 4040PLN
Warszawa, ul. Złota 3/11Mon, 2016-08-29 09:006283PLN / 3817PLN

Some of our clients