CUSTOMERSERVICEF O R T O D A Y ' S C U S T O M E R

A PFL PRESENTATIONTO DIAMOND BANK

A C C R E D I T E DW E S T A F R I C A N

P A R T N E R S

FOOD FOR THOUGHT

CHANGE AN EMPLOYEE'S ACTIONS,

YOU GET RESULTSTEMPORARY RESULTS.

FOOD FOR THOUGHT

CHANGE AN EMPLOYEE'S ACTIONS,

YOU GET RESULTSTEMPORARY RESULTS.

CHANGE AN EMPLOYEE'SCORE THOUGHTS AND EMOTIONS,YOU GET RESULTS.SUSTAINABLE

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-A TEAM OF EXPERT TRAINING AND DEVELOPMENT CONSULTANTS.

-A FIRM WITH INTERNATIONAL AND LOCAL EXPERIENCE.

- BY THE PROTOCOL SCHOOL OF WASHINGTON;CERTIFIEDLEADER IN INTERNATIONAL PROTOCOL AND ETIQUETTE SERVICES.

-MEMBERS OF THE INSTITUTE FOR PROFESSIONAL COACHING WORLDWIDE.

- FOR INSCAPE PUBLISHING;FRANCHISE OWNERSTHE PREFERRED PERSONALITY PROFILE ASSESSMENT TOOL WORLDWIDE.

WE ARE:

-RECRUIT, TRAIN, CERTIFY AND DELIVER

A HIGHLY MOTIVATED WORKFORCE.

-HELP IMPLEMENT PERFORMANCEENHANCING CUSTOMER FOCUS INITIATIVES AND PROCESSES.

-GAIN CRITICAL INSIGHTS FROM YOUR CUSTOMERS

AND EMPLOYEES THROUGH RESEARCH AND ANALYSIS.

WHAT WE DO

- AFRIBANK

- U-CONNECT

- CEPHWELL OIL & GAS

ORGANIZATIONS WE WORK WITH

- JEVKOM OIL & GAS

- EMPIRE HERITAGE ARCHITECTURAL AND BUILDING SOLUTIONS

OUR FOCUS

-IMPROVE CUSTOMER SATISFACTIONAT THE TRANSACTIONAL AND RELATIONSHIP LEVELS

IN DIAMOND BANK.

-ENABLE AN EXCELLENT SERVICECULTURE ACROSS THE BANK'SBRANCHES.

SAME BRAND QUALITY AT EVERY TOUCH POINT.

CLARITY OF THE MESSAGE AND BUSINESSSOLUTIONS TO THE CUSTOMER.

VIBRANCY, WARMTH, ALERTNESS ANDSTABILITY OF THE BRAND.

BEST IN CLASS AMONG INDUSTRY PEERS.

REACH BEYOND CITIES AND BORDERS.

-SPARKLE:

-CLARITY:

-COLOR:

-CROWN:

-DISPERSION:

ATTRIBUTES OF A DIAMONDWITH A BRAND PERSPECTIVE

DIAMOND BANKYESTERDAY

-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 BANKTODAY

- YET STABLE PERSONALITY.VIBRANT COLORS

-NOT AMONG THE TOP TIER BANKSPOST CONSOLIDATION.

-ARTICULATED COMMUNICATION AND VISION.

-ARTICULATED PRODUCTS AND MARKET FOCUS/NICHE.

-STRATEGIC PARTNERSHIPS AIMED AT DRIVING THE BOTTOM LINEAND ACHIEVING THE ORGANIZATIONS VISION.

-TOTALLY CUSTOMER, PEOPLE AND TECHNOLOGY DRIVEN.

-NO 1 BANK TO INTRODUCE INSTANT ACCOUNT OPENING ON THE GOUSING TABLETS.

-NO 1 BANK TO INTRODUCE MOBILE TRUCK BANKINGTO 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 TRAININGMODULES THAT WILL IMPROVE PERFORMANCE.

OUR ACTION PLAN

-IMPLEMENT SOCIAL SKILL TRAINING IN THESTRATEGY 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

STAFF:OUR FIRST AMBASSADORSBE IMAGINATIVE AND FLEXIBLE INDEALING WITH CUSTOMERS.

KEY MESSAGES

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

-MYSTERY SHOPPING TO ASSESS TRAINING IMPACT

ON SERVICE DELIVERY.

-CORE ENERGY COACHING AND MENTORING OFUNIT HEADS TO DRIVE PROCESSES DOWNWARDS.

-PSYCHOMETRIC ASSESSMENTS

- 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

OUR BUDGET

AND ELEMENTSCAPTURED WITHIN THIS PRESENTATION.

OUR FEE FOR TRAINING WILL BE CAPTURED ONCE WE AGREE ON THETRAINING MODALITIES WITH YOUR PERSONNEL.

IF OUR SERVICE IS ENGAGED BEYOND THE SCOPE

OF THIS PRESENTATION

OUR SERVICE FEES ARE BASED ON THE PROJECT SCOPE

OUR PROFESSIONAL FEE

WILL BE DETAILED ACCORDING TO THE PROJECT.

Q&APERSONNELTY FIT LTD.

TRAINING. RECRUITMENT. HR SUPPORT