Course Objective
The course aims to provide banking professionals with the tools, techniques, and strategies required
to deliver outstanding customer service. It focuses on building a customer-centric approach to foster
loyalty, enhance customer satisfaction, and contribute to the overall success of the banking institution

Target Audience
 Frontline banking staff, including tellers and customer service representatives.
 Relationship officers and branch managers.
 Call center agents and digital banking support teams.
 Supervisors, team leaders, and professionals in customer-facing roles.
 Banking professionals transitioning to client-facing positions.

Key Learning Outcomes
By the end of the course, participants will:
 Understand the pivotal role of exceptional customer service in the banking industry.
 Learn advanced communication and interpersonal skills tailored to diverse customer needs.
 Gain confidence in managing challenging customer interactions and resolving complaints.
 Develop strategies for creating personalized and memorable customer experiences.
 Align customer service delivery with organizational goals and compliance requirements.
 Master techniques for cultivating long-term customer relationships and loyalty.
 Leverage digital tools and channels to provide seamless and efficient service.