Excellence in Customer Experience in Financial Services
- الوصف
This Excellence in Customer Experience in Financial Services Customer experience course provides a structured approach to developing outstanding customer service skills in the financial sector. The agenda covers foundational principles, practical techniques, and advanced skills necessary for understanding and handling customer personalities, delivering exceptional services and building strong customer relationships.
Objectives Excellence in Customer Experience Course
By the end of this course, participants will be able to:
1. Understand the principles and significance of customer experience.
2. Apply customer service techniques and principles in practical scenarios.
3. Analyze customer interactions to identify areas for improvement.
4. Create and develop strategies to enhance customer journey and experiences.
5. Assess customer service practices and outcomes.
Targeted audience
Customer service representatives, sales agents, brokers, call center agent, guest relation coordinator, account manager, customer service supervisors, customer service managers
Methodology Excellence in Customer Experience in Financial Services
The course employs an interactive and integrated training approach where delegates will be experiencing a safe learning journey that includes lectures, discussions, real life cases, role plays and board games.
Course Outline
Day 1
Understanding the Financial Sector Landscape
- Overview of non-banking financial services (Insurance, Investment, Mortgage Finance, Financial Leasing, Factoring, and Securitization)
- The role of customer service in branding, building trust and loyalty
Customer experience approaches and techniques
- Customer -centric approach
- Communication skills
- Professionalism and ethics
Day 2
Key Performance Indicators
- Learning from feedback
- Leading and lagging customer service indicators.
Building Strong Customer Relationships
- Ongoing customer engagement
- Handling sensitive financial information
Day 3
Managing Customer Expectations and Delivering Value
- Understanding and handling different customer s’ personalities
- Identifying opportunities to provide additional value
- Cross-selling and up-selling in a customer -friendly manner
Effective Problem Solving and Complaint Resolution
- Identifying and addressing customer issues
- Managing emotions in high-pressure situations
- Complaint resolution strategies
Course duration
5 Hours – 3 Days
