Customer Care & Selling Skills Training
The objectives of this programme are to equip participants with the professional skills/techniques required in providing quality customer service, helping them develop the right mindset and positive attitude towards their customers. This highly interactive 2 day course will empower participants develop skills in the areas of identifying customer needs; image; inter-personal communication (verbal and non verbal communication); customer retention; customer relationship management; handling objections; customer based selling techniques, cross selling, negotiation and quality service. The programme utilizes input sessions focusing on best practice issues relating to customer relationship management and sales. At the same time, each individual will be encouraged to contribute fully to discussions, self analysis participative exercises and other experiential learning activities to derive maximum benefit.
Mr. Paul Gauci
Head, Training & Consultancy, Bank of Valletta
Paul Gauci is a Chartered trainer and lecturer in management education, training and development with over 20 years experience. He has headed a leading financial service organisation’s Training & Consultancy Unit for ten years and also is a visiting lecturer in Organisational Behaviour and Human Resource Management at various international European universities. He is also a Chartered Institute of Financial Services (IFS - UK) Tutor in Management and Organisation of Financial Services on the B.Sc Financial Services programme organised by the University of Manchester/IFS for financial services personnel.
Between 2000-2006, he has served as Chairman of the Mediterranean Training & Development Committee of the Mediterranean Bank Network (MBN) and conducted training activities in all Mediterranean countries. Paul Gauci has been a speaker at conferences and training events in Europe, Africa and Middle East and has served as member of the European Savings Bank Group (ESBG) - Technical Assistance Providers Network (TAPN) and delivered training sessions on World Savings Bank Institute (WSBI) seminars.