Anguilla Finance. Committed to Growth & Development. Steve Garlick Chief Executive Officer. Presented by
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1 Anguilla Finance Committed to Growth & Development Presented by Steve Garlick Chief Executive Officer
2 The Year in Review Building on our strengths Funding Research Jurisdictional Reviews Development Joint Financial Services Legislation Committee Marketing Support Brochures Website Marketing Editorials Advertising Conferences and Exhibitions
3 2013 A Year of Opportunities Geographic Interest Latin America (nb Curaçao) Far East US Europe Products Company Incorporations and Management Trusts, Funds and Foundations Captive Insurance Other Niche Markets
4 2013 A Year of Opportunities cont d. The Marketing Approach Wholesale or Retail? Branding Intermediary Interaction End User Marketing Responsibilities Anguilla Finance Direct to the audience Advertising Editorial opportunities Conferences and Roadshows Incoming enquiries Links to the high end tourism market Marketing support for your marketing
5 What are we selling? Good Regulation and hopefully getting better. Good Reputation if a little unknown. Good Service Providers and getting better. And excellent Client Service!?
6 So how can we prove and evidence a better level of client responsiveness? We must provide responsiveness to a level that the UK and US (and others) expect and demand. We must pledge to provide that level of service be proud of it and sell it to clients. A new initiative from Anguilla Finance in conjunction with ClienTell, who have been providing services of this nature to many industries, with significant success over many years. Can I introduce Melinda Goddard, the principal of ClienTell Consulting.
7 Anguilla Financial Services Client Care Programme A Commitment to Client Care Presented in partnership with SERVICE LEVEL PLEDGE Melinda K. M. Goddard, Principal ClienTell Consulting, LLC
8 Anguilla Financial Services Client Care Programme A mark of distinction for our jurisdiction The Anguilla financial services jurisdiction is sufficiently concentrated to provide personalised high end service, consistent with our tourism colleagues approach to excellence. The client care programme establishes shared service standards for client responsiveness and support. ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 8
9 Service Level Pledge Programme Objectives Prosperity through enhanced client and employee loyalty The objectives for this programme are also similar to those shared by our hospitality sector in a commitment to service: Prosperity through enhanced client satisfaction, retention, and referrals Staff satisfaction from client appreciation and elegant, efficient interactions Enhanced efficiencies and quality from loyal, more productive staff Long-term profitability from incremental established client business Referrals of new client business from loyal client base ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 9
10 Service Level Pledge Programme Benefits to participating firms and jurisdiction Firms making the commitment to follow the client care standards and completing the Pledge process will benefit from: Service Level Pledge Guide and Audit Documentation Service Level Pledge Companies Listing Service Level Pledge Companies Certificate Use of Pledge emblem on firm communications, websites Optional support: service quality training and/or on-site audit assistance ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 10
11 SERVICE LEVEL PLEDGE Anguilla Financial Services Client Care Programme The Service Level Pledge
12 Service Level Pledge Programme Standards 10 Competencies for Service Level Pledge* Participating firms will pledge to meet or exceed specific service standards for the following 10 client interactions: 1. Phone Greetings during Business Hours 2. Personal Voic /Out of Office 3. Phone after Business Hours/Holidays 4. Alternative Coverage/Greeting if Voic Potentially at Capacity 5. Returning Calls 6. Correspondence/Out of Office 7. Managing a Moment to Assist 8. Introduction to a Colleague 9. Delivering Services as Needed and Promised (including Timely Invoicing) 10. Excellent Endings: Farewell, follow-up, always invited to return ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 12
13 Service Level Pledge Programme Example Phone Greetings during Business Hours For example, ensuring that: 1. Every business phone is answered by the third ring, preferably by the first. 2. A cordial greeting is always offered with specific elements: a. Appreciation for the call b. The firm name c. Employee name d. An offer to assist, such as... Thank you for calling X Company. Donnette Smith speaking. How may we assist you? ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 13
14 Service Level Pledge Programme Process Documentation: Service Level Pledge Guide 1. Service Level Pledge Guide and Audit Records Download template from Anguilla Finance Ltd (AFL) website Service Level Pledge Guide: Details for establishing Greetings, Procedures, etc. for each competency. Member specifics (e.g., firm, customer contact employee listing, etc.) Pledge template/audit schedules (e.g., confirmation of role play/demonstrated competency for each standard by every employee; out of office message printouts, etc.) ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 14
15 Service Level Pledge Programme Process Audit 2. Audit Certification Entity designates audit leader (to complete audit) Signs off on competencies and documentation for the company (per audit guide and standards) Forwards to Anguilla Finance (to register pledge) ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 15
16 Service Level Pledge Programme Registration as participating firm 3. Anguilla Finance Ltd (AFL) Registers firm as participating in Pledge programme Forwards emblem via SERVICE LEVEL PLEDGE Sends pledge certificate (suitable for framing) Adds to Service Level Pledge listing on website ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 16
17 SERVICE LEVEL PLEDGE Anguilla Financial Services Client Care Programme Training and Support
18 Service Level Pledge Workshop Available, optional training and audit support 1-Day Service Level Pledge Workshop Optional standards and audit coaching workshop. 1-day, on-site workshop with principals and staff Facilitate audit for competencies certification Customisation of greetings, etc. for specific firm Practice demonstrating and document interactions; Prepare and enter /voice mail messages in systems, etc. Pledge audit preparation and coaching (e.g. approved greetings, absence printouts, demonstrated/observed skills, service procedures, etc.) Note: Group classes to be offered, based on demand. Fees: $1,500US per class (up to 10 participants; $100US pp > 10); group sessions, $150pp (minimum of 10 per class) ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 18
19 Comprehensive Service Level Pledge Workshop Available, optional training and audit support 2-Day Comprehensive Service Level Pledge Workshop ANGUILLA PRIDE Client Care and Pledge Workshop 2-day, on-site workshop with principals and staff Pledge audit preparation and coaching (e.g. approved greetings, absence printouts, demonstrated/observed skills, service procedures, etc.) included in 1-day class, plus Business rationale for service excellence, customer recovery process, and service quality training beyond Pledge basics Note: Group classes to be offered, based on demand. Fees: Workshop training (all standards), audit preparation and coaching: $2,500US per class (up to 10 participants; $200US pp > 10); group sessions: $250 pp (minimum of 10 per class) ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 19
20 Additional Service and Support By request Service Level Pledge Proficiency Exercises Service Level Pledge reinforcement based on needs to enhance skills (e.g., addressing specific requests, service issues, s, etc.); resources for staff review/proficiency.* Staff Meeting Refresher Workshop Service Level Pledge discussions, role plays, contests; customised to needs/client feedback.* Greetings and Random Audit Summary report based on random audit by request to assess compliance with Service Level Pledge.* ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 20
21 Additional Service and Support By request (continued) Anguilla Finance Client Survey Participating firms would control client lists/ invitations and reminders (electronic invitations/e-survey direct links, only), allowing a balance of shared fees and confidential lists/results.* Fees/services: To be customised and provided as agreed, upon request. Survey to be based on consensus for measurement and feedback and minimum of four charter sponsors. ANGUILLA FINANCIAL SERVICES CLIENT CARE PROGRAMME ClienTell Consulting, LLC ~ 21
22 Anguilla Financial Services Client Care Programme Next steps SERVICE LEVEL PLEDGE Service Level Pledge Standards Presentation and Discussion November 19, 8:30 A.M. Wallblake House, The Valley
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