BUSINESS TRAINING

CUSTOMER SERVICE IN BANKING

The 1970's were the years of the PRODUCT and the decade of the 80's concentrated on PROCESS. Customers are demonstrating that now they want QUALITY SERVICE.

The products provided by different banks vary little as technology improves and is available to all. What makes the customer choose a bank, and stay there? External and internal customers will stay with organisations that keep them satisfied by providing good service.

Quality service providers can be trained. They are made, not born.

Course Description

This video based, interactive learning course considers both procedural and personal, internal and external, dimensions of customer service. The art of treating customers as guests is broken into simple steps:

Participants are involved in practical discussions, simulated situations based on those created by the trainer together with the employer. These case studies enhance employees' skills in providing quality customer service. Their banking organisation benefits by having committed, competent and continuously communicating internal customers who understand ways of ensuring that external customers return.

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