On course for success



This intermediate programme combines a strategic and integrated approach to making an organisation’s Customer Relationship Management vision a reality. It covers a range of competitive key differentiators in managing retail clients seeking to optimize profitability, revenue and customer satisfaction. This programme will equip participants with the essential skills to add value to the organisation.



  • Appreciate the organisational and personal consequences of customer satisfaction
  • Explain the meaning of customer satisfaction
  • Understand the client better
  • Recognise the importance of excellent customer service culture
  • Build customer service excellence and loyalty
  • Communicate positively and effectively with customers
  • Identify the perception points in the service cycle
  • Build teamwork to enthuse excitement for a great customer experience



Lew Taw Fong started his career with Maybank where he worked for 32 years holding various key positions including Branch Manager, Regional Trainer and Facilitator, Head of Trade Finance and Chief Operating Officer based in Maybank Hong Kong. Upon his retirement, Lew then went on to be a Group Organisational Trainer for the Maybank Training Academy where his areas of expertise included Branch Banking Operations, Introductionto Trade Financing, AMLA/CTF, Central Credit Reference Information Search (CCRIS), Fraud Detection and Prevention, Covenants and Credit Support, Security and Loan administration, Introduction to Credit for Consumer Sales Executive, Line and Middle Managers, and System Work Flow for Mortgage and Investment Loans. He is a certified Manager Trainer from the Singapore Institute of Management and a certified HRDF trainer. He was also the Master Trainer for the Microfinance Training for Practitioners 2017, organised by the Asian Banking School jointly with Bank Negara Malaysia and the World Bank Group.

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