Introduction:

The changing economic and demographic outlook in Nigeria is currently creating huge opportunities for the ebanking services in a variety of customer segments.However, the industry's biggest challenge has always been the lack of access to accurate and credible market intelligence as well as an independent customer service feedback on a consistent and sustainable basis, without which meaningful strategy and models can not be developed by the practitioners.

As a result, Intermarc Research takes the initiative annually to address the situation by providing critical market analysis, competition intelligence and customer feedback on Cards, ATMs and POS in Nigeria.

Following the release of the 2009 report the ebanking customer service workshop will give banks the opportunity to further address the challenges of meeting customer demands and expanding customer relationships in e-banking. Banks need to evaluate the effectiveness of current strategies regarding ebanking and alignment of all their departments' processes to the organization goals.

Objective:

Providing Customer Service personnel with key ways to assess customer care practices and ensure that they align with banks business strategies in epayments.

Providing knowledge on how to increase customer usage e-banking services which can lead to improved or sustained competitive positioning and new revenue opportunities.

Overview of risk management in e-banking and how to the sensitize customers to the importance of security, proliferation of threats and vulnerabilities in e-payment channels or public networks.

Introduction clearly defined and measurable goals which can help banks determine level of customers satisfaction in e-banking and the organizations growth and profitability

Target Audience

Bank officers responsible for cards, ATM, internet, telephone banking, mobile banking and all ebanking services.

Customer service officers responsible for client feedback and ensuring total quality management.

Retail banking officers responsible for implementing the strategic retail direction of the bank.

Chief strategy officers of the banks.

Fee: N98,000 per participant

VENUE:

AFTER SCHOOL GRADUATE DEVELOPMENT CENTRE
7, Maitama Sule Street,
Off Awolowo Road,
S.W.Ikoyi,Lagos,
Nigeria.

For more information please call
Brenda on 08037096188
or email: brenda@intermarc-ng.com