Seeking excellence in customer service

Bank of Valletta's Training and Consultancy Unit, in conjunction with training facilitators from New Training Dynamics, are this year organising a series of training seminars based on the concept of Neuro-Linguistic Programming (NLP, a concept that helps employees achieve excellence in customer service through rapport, care and support, promptness, efficiency and understanding.

"This training initiative is in line with the bank's efforts to offer support as the basis of customer experience," explained Paul Gauci, head, Training and Consultancy.

"In fact, the NLP programme is aimed at enhancing intra-communication and inter-communication skills and also sustaining relationship building and team leadership. The training programmes encourage and provide employees with the skills needed to pro-actively meet customers' requirements through a win-win communication approach."

NLP is an accelerated psychological approach to human change, communication and development. It helps modify one's thoughts, language, emotions and behavioural patterns to meet one's personal and business set goals and provides the skills and ability to choose one's mental, emotional and physical states.

This approach faster learning, greater communication skills, internally and externally transforming one's relationships and outcomes.

It has been successfully applied in a wide range of fields, including business, management, sales, customer relationship management, human resources, health care, sports, therapy, education, training, public speaking and the performing arts.