Learning Impact facilitated a one-day Service Excellence Workshop for Stanbic IBTC Bank on August 16, 2025, in Kano. The session, facilitated by Mr. Paul Popoola, brought together customer-facing staff dedicated to strengthening their service delivery skills and deepening their understanding of Stanbic’s customer-first culture.
Participants
explored key concepts such as who pays your salaries, the fantastic service
equation, managing customer expectations, handling difficult customer
interactions, and managing the overall customer experience. A highlight of the
workshop was the role play session, which gave participants the chance to
practice service excellence techniques in real-life scenarios, receive
constructive feedback, and sharpen their ability to deliver consistent customer
satisfaction.
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