This one-day interactive education is tailored for banking employees, particularly those in sales and advisory roles, who are new to Customer Experience (CX) principles. The program helps participants shift their focus from transactions to building long-term client relationships by introducing key CX concepts and practical methods for enhancing customer satisfaction, without needing prior experience.
Course Outline:
1.
Introduction to CX
Module duration: 90 min
Understand the basics of Customer Experience and its role in creating meaningful client interactions in the banking sector.
2.
Client Perspectives & Building Relationships
Module duration: 90 min
Explore how to better understand your clients’ needs and build stronger, trust-based relationships.
3.
Understanding the Customer Journey
Module duration: 90 min
Learn to view the entire client journey as an opportunity for improving service and increasing loyalty.
4.
Onboarding for Long-term Success
Module duration: 60 min
Discover the importance of a seamless onboarding process in setting the foundation for enduring client partnerships.
Objectives:
Shift employee mindset from transactional interactions to building long-term, trust-based relationships, enhancing overall client engagement and loyalty.
Broaden perspective on customer interactions by helping employees identify new opportunities for value creation, deepening the client relationship at every touchpoint.
Enhance customer understanding by fostering empathy and insight into client needs, enabling your team to deliver more personalized and effective service.
Strengthen onboarding processes by equipping employees with a fresh approach to welcoming clients, ensuring a seamless transition into new services and setting the stage for lasting partnerships.
Drive business growth by improving customer satisfaction and loyalty through an integrated, relationship-focused approach to Customer Experience (CX).