A 3-day course designed & developed to provide participants with the knowledge & skills needed to perform to standards that meet the objectives of the bank & exceed customer expectations.
.By the end of this course, participants will be able to identify the benefits of great customer service, recognize barriers to the delivery of outstanding customer service, adapt to specific customer behavior styles. demonstrate how to measure customer-satisfaction levels, examine performance & determine in what types of situation a more positive attitude would enhance customer delighting.
.Day one: introduction to customer service, basic soft skills for customer delighting, internal & external customers, 5 basic steps to customer service/delighting, with group discussions, case studies, practical exercises & role-plays
.Day two: customer care & moments of truth, handling complaints, introduction to communication skills, verbal & non-verbal communication, with group discussions, case studies, practical exercises & role-plays.
.Day three: introduction to Phone communication techniques, fundamental pillars of good Tel, call, Phonetic Alphabet & golden rules, with group discussions, practical exercises, case studies & role-plays.
.Managers & officers in all bank’s divisions & depts. & Units e.g. Retail Banking, Human Resources, Sales & Marketing Divisions, Call Center, Corporate & Commercial Banking & its operations, Private Banking & Treasury…etc.
.Training Attendance Certificate .