Excellence in Customer Experience in Financial Services

Overview

This comprehensive 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.

Course duration 3 days    

Venue: FSI – Smart Village

Course objectives: 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:

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

1.      Understanding the Financial Sector Landscape

o    Overview of non-banking financial services (Insurance, Investment, Mortgage Finance, Financial Leasing, Factoring, and Securitization)

o    The role of customer service in branding, building trust and loyalty

2.      Customer experience approaches and techniques

• Customer -centric approach
• Communication skills
• Professionalism and ethics

Day 2

3.      Key Performance Indicators

• Learning from feedback
• Leading and lagging customer service indicators.

4.      Building Strong Customer Relationships

• Ongoing customer engagement
• Handling sensitive financial information

Day 3

5.     Managing Customer Expectations and Delivering Value

• Understanding and handling different customer s’ personalities

o    Identifying opportunities to provide additional value

o    Cross-selling and up-selling in a customer -friendly manner

6.     Effective Problem Solving and Complaint Resolution

• Identifying and addressing customer issues

o   Managing emotions in high-pressure situations

• Complaint resolution strategies

Assessments

§  A pre/post- assessment – 10 Multiple Choice Questions covering the main course ILOs conducting at the beginning of the course, the difference between pre and post assessment is used to assess the progress in filling the training gap.

§  A Final assessment: 30 MCQs

§ Pass with Distinction (PD):   100% – 75%

§ Pass (P): 74% -50%

§ Fail (F): Less than 50% (granted an attendance certificate only)

Course duration: 5 Hours\ 3 Days