Customer Service Representative

Customer Service Representative

Who Should Attend?

Customer Contact Personnel: Tellers, Customer Service, Safe Deposit Clerks and personnel qualified for such positions.

Objectives:

This certificate covers:

  • Conducting basic banking transactions and cross-sell bank products/services
  • Responding to basic customer inquiries in a knowledgeable and courteous manner
  • Resolving customer problems when they arise
  • Responding effectively to customer needs
  • Having a thorough understanding of retail products and services
  • Applying customer service skills in addressing customer inquiries and concerns
  • Basic selling and cross-selling skills
  • Being Customer-focused, service orientated, accompanied by a sincere approach to customer relations
  • Banking fundamentals

  • Required Module:

  • Banking Today
  • Building and Retaining Customer Relationship
  • Alternative Delivery Systems: Trends and Issues
  • Cross Selling Deposit Products
  • Dealing Effectively with Coworkers
  • Effective Referrals
  • Improving Productivity
  • Introduction to Relationship Selling
  • Revitalizing Customer Service
  • Telephone Etiquette
  • Understand Bank Products

  • Duration: 117 Hours






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