Designing & delivering training program on customer service and interpersonal skills

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.

  1. Monitoring & evaluating the performance of participants;
  2. Presenting EPP reports to the top management.

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