INDIAN INSTITUTE OF BANKING & FINANCE
(ISO 9001:2008 Certified)
PROGRAMME
On
“Marketing and Customer Care”
From 9th December to 13th December 2013
Venue:
Leadership Center,
Indian Institute of Banking & Finance,
Kohinoor City, Commercial II, Tower 1, 3rd floor,
Off LBS Marg, Kirol Road,
Kurla (W), Mumbai – 400070.
Website: www.iibf.org.in
For Details & Nomination, please contact:
Mr. S.Venkatesh
Director (Training)
Phone: +91-22-25037119
Mobile :+91 97690 51063
Email: venkatesh@iibf.org.in
Programme on “Marketing and Customer Care”
BACKGROUND
During its 84 years of service, IIBF has emerged as a premier institute in banking and finance
education. Considering the emerging requirements of the bankers in the ever changing dynamic
environment, IIBF has started providing training programme to bankers in selected areas. IIBF
has world class training facilities at its Leadership center. The present programme on
Marketing and Customer Care has been designed considering the bankers’ need in the area.
PURPOSE
Marketing and customer care has become essential part of commercial banking. Best
customer service leading to customer delight is the key to success for the banks in the
process of business expansion. As the art of marketing involves the art of brand
building, best customer service decides the edge over the other players in this
competitive era. Considering the paradigm shift in the approach to marketing and
customer service that have emerged, a five days programme on the subject is designed
by the Institute targeting the officials recruited during the last three years. The program
envisages confidence building among the participants by enhancing their knowledge
and skill levels pertaining to marketing and customer care, besides improving their
attitude. The program covers the entire gamut of the subject including in particular,
communication skills, business etiquettes, marketing different products governing
regulatory guidelines, etc. As usual, IIBF has designed this programme as a trainee
oriented one, with more emphasis on interactions, group discussions, case studies and
sharing of experiences, apart from the usual training methods.
OBJECTIVES
 To understand the relevance of marketing in banking
 To understand the essentials of customer service
 To improve the knowledge and skills in marketing with emphasis on relevant topics like
segmentation, positioning, telephone and mobile etiquettes, moments of truth, push and
pull style in marketing.
 To understand the regulatory guidelines and features in specific sectors like retail
banking and SME financing products.
CONTENT OVERVIEW
 Changing Banking Scenario – Managing the Change and accepting the Marketing
challenges
 Roles and responsibilities of marketing staff
 Communication Skills
 Identification of Customers, Lead Generation, Area Mapping & ABC Analysis
 Salient features and regulatory guidelines relating to SME products, retail banking
products etc.




Marketing third party products
Redressing of customer grievances and Banking Ombudsman
Goiporia and Damodaran Committees relevance in customer service
Customer care and Customer delight
METHODOLOGY
Case Studies, exercises, group discussions, presentations and sharing of experiences.
TARGET GROUP
Officers/Managers identified for or functioning in marketing, branch banking and controlling
offices.
DURATION
From 9th December to 13th December 2013 (5 Days). The Programme commences at 9.30 AM
on 9th December, 2013.
VENUE
Leadership Center,
Indian Institute of Banking & Finance,
Kohinoor City, Commercial II, Tower 1, 3rd floor,
Off LBS Marg, Kirol Road, Kurla (W),
Mumbai – 400070.
FEE
Rs.15,000/- per participant plus service tax @12.36% i.e. Rs.1,854/- aggregating to Rs.16,854/(In case of TDS deduction, please send us TDS certificate)
Programme fees may be remitted to the credit of Institute’s account with Bank of Baroda,
details of which are given below:
 Name of the Bank branch: Bank of Baroda, Kurla (West).
 Account no: 19750200000806 IFSC code: BARB0KURLAX(0 is zero)
 (PAN No: AAATT3309D and Service Tax No. AAATT3309DSD002)
The programme is Non residential.
In case the participants require, the Institute, on specific request, will arrange for stay in
Kohinoor Elite (A new hotel within 5 minutes walking distance from the Institute) at a price of
Rs.5500/- per day plus taxes for double occupancy and Rs.4,500 plus taxes for single
occupancy exclusive for IIBF trainees and include breakfast, lunch, evening tea and dinner, 4
hour internet and laundry for four pieces of clothing.
For further details and nomination kindly contact:
Programme Co-ordinator
Mr.S.Venkatesh
Director (Training)
Phone: +91-22-25037119
Mobile: +91 97690 51063
Email: Venkatesh@iibf.org.in
Dr.Rekha Rani Singh
Joint Director (Marketing & Administration)
Phone : +91-22-25040063
Email: rsingh@iibf.org.in
INDIAN INSTITUTE OF BANKING & FINANCE
(ISO 9001:2008 Certified)
Kohinoor City, Commercial II, Tower 1, 3rd floor,
Off LBS Marg, Kirol Road,
Kurla (W), Mumbai – 400070.
NOMINATION FORM
Programme Title: Programme on “Marketing and Customer Care”
Date: From 9th December to 13th December 2013 (5 Days)
Residential
THE PARTICIPANTS NOMINATED:
Sl. Name (Mr./Ms./Mrs.)
Designation
No
1
2
3
Branch/
Office
Programme Type: Non
Mobile No.and
Land Line No.
E-mail
Bank/Organisation: ______________________________________________________
Address:_______________________________________________________________
___________________________________________________ Pin Code: __________
Phone: ______________Fax: _____________ E-mail: ________________________
Fee:
Rs.15,000/- per participant plus service tax @12.36% i.e. Rs.1854/- aggregating to Rs.16854/(In case of TDS deduction, please send us TDS certificate)
Programme fees may be remitted thru NEFT to the credit of Institute’s account with
Bank of Baroda, details of which are given below:




Name of the Bank branch: Bank of Baroda, Kurla (West).
Account no: 19750200000806 IFSC code: BARB0KURLAX(0 is zero)
(PAN No: AAATT3309D and Service Tax No. AAATT3309DSD002)
Kindly narrate: Programme name; date “from …….to”; number of participant
Kindly Send Nomination as above mentioned address or email to:
Mr.S.Venkatesh
Director – (Training)
Email : venkatesh@iibf.org.in
And CC to : rsingh@iibf.org.in