Anguilla News covers Anguilla
 |
|
Anguilla News
Bridging
Gaps & Expanding Horizons. |
|
|
|
|
|
Anguilla News covers Anguilla and the wider
Caribbean.
|
|
|
|
|
|
|
|
|
|
|
|
x |
|
|
|
Customer
Satisfaction Seminar Held at NBA |
September 6,
2007: 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.
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.” |
Advertisement - Article continues
below
|
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.” |
|
Anguilla Business Quick Links
|
