Seeking customer service excellence

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 for bank employees from various levels and departments based on the concept of Neuro-Linguistic Programming (NLP).

NLP is 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 Bank of Valletta's efforts to offer supportiveness and mutuality as the basis of the customer experience," explained Paul Gauci, head of training and consultancy at BoV.

"In fact, the NLP programme is aimed at enhancing intra-communication and inter-communication skills as well as to sustain relationship-building and team leadership to achieve success. The training programmes encourage and provide employees with the respective skills to proactively meet customers' requirements through a win-win communication approach," ex-plained Mr Gauci.

NLP is an accelerated psychological approach to human change, communication and development. NLP, as it is most commonly referred to, helps modify one's thoughts, language, emotions and behavioural patterns to meet one's mental, emotional and physical states.

NLP enables 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 performing arts.