Customers represent the cornerstone of the survival and growth of profitable business sectors, and in light of the high competitiveness in the banking sector and the convergence of services and products provided, the customer service component and the level and quality of presentation remain an essential factor in the customer’s continuity. The program provides participants with the concepts and means of managing distinguished customer service to achieve this factor, in addition to the best practices in managing customer complaints.
At the end of the training program, the participant should be able to:
1 Definition of customer Service
2 Who are your customers?
3 Meeting the customer's needs and expectations
1 Customer personality Classification (using DISC model)
2 Advantages of customer character classification
1 Factors that shape customer expectations
2 Understanding customers' preferences and expectations
3 Organizational requirements for customer service
4 Customer data management
5 Fulfilling expectations and earn customer loyalty
1 Attributes required in the customer service provider
2 Effective communication
3 Self-management and positive attitude
1 The nature and importance of customer complaints
2 Dealing with a difficult customer
3 Dealing with complaint submitted through the central bank
1 How customer evaluate the level of service
2 Measuring the quality of service in the banking sector
3 Internal and external service control and follow-up in the banking sector
Not Available
Names of the training programs that are integrated (enriched) with the training program:
Names of the training programs that after the training program:
Not Available
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