Designing & delivering training program on customer service and interpersonal skills
The project included:
a.Analysis of competency gap among the customer service staff of the Bank;
b.Identification of their training needs;
c.Design & development of the course, including materials, tests, assignments, etc.;
d.Delivering courses in following topics:
-Excellence in customer service;
-Handling customers complaints;
-Creative problem solving;
-Excellence in sales techniques;
-Up-selling & cross-selling techniques;
-Communication skills.
- Monitoring & evaluating the performance of participants;
- Presenting EPP reports to the top management.