🌟 Mastering Customer Experience: One-Day Banking Workshop in London

Duration: 10 oktober 17:00 - 19:00
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Enjoy lunch, snacks, and beverages provided during the session.

🎯 Course Overview:

Join us for this interactive and insightful course designed to enhance your customer experience and personalisation skills within the ever-evolving banking industry. You will gain the tools necessary to understand customer needs, provide exceptional service, and personalise your interactions through effective communication and relationship-building techniques. Through real-world examples and structured learning, you will uncover how personalisation fosters trust, loyalty, and lasting customer satisfaction. By the conclusion of this training, you'll be empowered to employ customer-centric methods that elevate the standard of service you deliver.

📚 Learning Objectives:

By the end of this course, you will:

• Grasp how customer experience functions within banking environments.
• Identify crucial needs and behaviours for effective personalisation in interactions.
• Communicate with clarity, empathy, and professionalism.
• Utilize personalisation strategies that nurture trust and long-term loyalty.
• Confidently handle concerns and challenging interactions.
• Ensure consistent service across various channels.
• Enhance customer relationships through daily practices.

👥 Target Audience:

This course is perfect for banking staff and service teams wishing to provide outstanding customer service that distinguishes them in today’s competitive landscape.

🤝 Why You Should Attend:

Are you keen on delivering exceptional customer service that sets you apart? This workshop offers practical strategies you can implement right away to personalise your conversations and fortify customer relationships. The training blends essential communication skills with behavioural insights and process knowledge, enabling you to serve with confidence and efficiency. Our approach assures that you not only understand the methodologies but also the reasoning behind them, all within real banking contexts. By the end of the day, you'll be ready to craft meaningful and memorable customer experiences.

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🗂️ Agenda Breakdown:

1. Foundations of Customer Experience in Banking

   • Understanding customer expectations
   • Key drivers of satisfaction and loyalty
   • Importance of personalised service in modern banking
   • Activity

2. Knowing Your Customer (KYC Beyond Compliance)

   • Identifying functional and emotional customer needs
   • Customer behaviour patterns
   • Building rapport and trust
   • Activity

3. Personalisation Techniques for Daily Interactions

   • Adapting conversations based on customer profiles
   • Using customer data ethically
   • Identifying opportunities for personalisation
   • Activity

4. Communication Skills for Enhanced CX

   • Professional verbal and non-verbal communication
   • Empathy, clarity, and active listening
   • Managing service tone and structure
   • Role Play

5. Handling Customer Concerns Effectively

   • Techniques to find root causes
   • Managing emotions during difficult interactions
   • Transforming negative experiences into positive outcomes
   • Case Study

6. Service Excellence & Process Awareness

   • Understanding service journeys from start to finish
   • Identifying and removing friction points
   • Aligning customer needs with internal procedures
   • Activity

7. Digital Personalisation & Omnichannel Service

   • Leveraging digital tools for improved service
   • Ensuring consistency across channels: phone, email, chat, and in-person
   • Creating personalised experiences at all touchpoints
   • Case Study

8. Continuous Improvement in Customer Experience

   • Collecting customer insights and feedback
   • Enhancing service quality through small daily actions
   • Implementing self-assessment and team reflection practices
   • Activity

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