Banking Sector - Customer Service Excellence

(From Customer Relationship Management (CRM) To Customer Experience Management (CXM)

TBD


What is this about?

Globally, there is a new kind of promise in the banking industry—and possibly no better time than now for transformation. Economic fundamentals are strong, the regulatory climate is favorable, and transformation technologies are more readily accessible, powerful, and economical than ever before.

Competition in the Financial Services Industry (FSI) is expected to intensify as the Industry experiences waves of disruption that is re-shaping business.

The most successful bankers will likely re-evaluate and accelerate changes in their business models, by creating a superior client experience (CX) as they specialize in specific industries, solutions, or client segments to add value and insights. This will be their competitive advantage in a disrupted FSI.

Objectives

  • Learn the latest global trends in creating an Excellent Customer Experience (CX) in the Banking Sector
  • Establish the importance of setting and reviewing customer service standards.
  • Develop the level of service that is required for competitive advantage
  • Improve on the use of both verbal and non-verbal communication skills effectively to build trust and rapport with clients
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction
Module 1; Responding to the Voice of the Customer
  • Understanding Of Customer Experience Management (CXM)
  • Global Trends In Customer Service In Banking and the Financial Services Industry(FSI)
  • Transformation: Moving from Customer Relationship Management (CRM) to Customer Experience Management (CXM).
  • How to Use Customer Experience to Increase Sales and Brand Loyalty
  • Case Studies
Module 2; Customer Service Best Practices
  • Setting Customer Service Standards
  • Using both Verbal and Non- verbal Communication effectively
  • Techniques for Giving and Receiving Feedback
  • The Impact of Social Media on Customer Service
  • Case Studies
Module 3; Developing a Top-Down Customer-Centric Culture
  • Customer Centric Value Chain
  • Creating a Customer Experience Vision and Strategy
  • Developing Customer insights
  • Steps for Implementing a Customer-centric Service Model
  • Case Studies
Module 4; Best Practices for Processing Customer Service Issues
  • Customer Service Satisfaction Measuring and Monitoring
  • Why is measuring customer satisfaction important?
  • Setting SMART Goals for Continuous Improvement
  • Case Studies
Module 5; Going the Extra Mile to Provide Customer Service Excellence
  • Is your team ready for takeoff?
  • The Power of a Positive Attitude
  • Presenting a Professional Appearance
  • Building Employee and Team Motivation
  • Coaching and Mentoring Team Members
  • What is your Action Plan?