Retail Banking & Customer Experience
Overview
Retail banking is changing fast as customers move to digital channels and expect personal service. This course covers retail products and segments, branch and digital channels, sales and service, customer experience, and compliance and conduct in retail banking.
Who should attend
Branch managers, retail product and channel managers, customer service staff, and relationship officers.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Understand retail banking products and customer segments
- Manage branch and digital channel performance
- Improve sales and service quality
- Design better customer experiences
- Apply conduct and consumer protection rules
Course outline
Day 1Retail Banking Today
- Market trends
- Customer segments
- Product range
- Digital competition
- Discussion
Day 2Channels
- Branch performance
- Digital and mobile banking
- Contact centres
- Omnichannel service
- Case study
Day 3Sales and Service
- Needs-based selling
- Cross-selling
- Service standards
- Sales management
- Role-play
Day 4Customer Experience
- Customer journeys
- Complaint handling
- Measuring satisfaction
- Personalisation
- Workshop
Day 5Conduct and Compliance
- Consumer protection
- Fair treatment
- Know your customer
- Fraud awareness
- Action plan
