CUSTOMER SERVICE IN BANKING COURSE OUTLINE
HANDLE CUSTOMER ENQUIRIES
- Customer queries
- Importance of customer queries
- Different types of queries
- Ways of handling customer enquiries
- Communication skills
- Different types of customers
- Escalation of customer enquiries
MANAGE CUSTOMER COMPLAINTS
- Customer complaints
- Importance of handling customer complaints
- Types of customer complaints
- Handling difficult customers
- Escalation of customer complaints
- CUSTOMER SERVICE IN BANKING COURSE OUTLINE
GUIDE CUSTOMER ON BANKING SERVICES
- Banking products and services
- Types of bank products and services
- Asset products
- Liability products
- Trade finance products
- Forex products
Types of Bank Customers
- Micro customers
- SME
- Corporates
- Parastatal
- Ngo
- Organizational structures
- Escalation techniques
- CUSTOMER SERVICE IN BANKING COURSE OUTLINE
RESPOND TO INTERNAL QUERIES
- Queries
- Types of queries
- Teamwork
- Different methods of internal communication
- Internal communication etiquettes
- Handling difficult workmate
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COURSE INTRODUCTION
The Customer Service in Banking course is designed to equip learners with essential skills and knowledge to provide exceptional service in the banking sector. This course covers the full spectrum of customer interactions, from handling inquiries and complaints to guiding clients on various banking products and services, as well as managing internal communication effectively.
Participants will learn how to handle customer enquiries professionally, understanding the importance of different types of queries, effective communication techniques, and strategies for managing a diverse range of customers. The course emphasizes managing customer complaints, including identifying complaint types, dealing with difficult customers, and escalation procedures to ensure customer satisfaction.
CUSTOMER SERVICE IN BANKING COURSE OUTLINE
Learners will also gain practical knowledge on banking products and services, including asset, liability, trade finance, and forex products, and how to guide different types of bank customers such as micro, SME, corporate, parastatal, and NGO clients. The course further explores internal queries and communication, highlighting teamwork, internal communication methods, etiquettes, and techniques for handling difficult colleagues.
By the end of this course, participants will have the skills to handle customer interactions efficiently, resolve issues effectively, and maintain positive relationships with both customers and colleagues, enhancing the overall service experience in banking environments.
CUSTOMER SERVICE IN BANKING COURSE OUTLINE
