Introduction
Customer Service is the commitment to providing value added services to external and internal customers, including attitude, knowledge, technical support and quality of service in an apt manner customer service, like any aspect of business, is a practiced art that takes time and effort to master. With formidable competition from both traditional brick and mortar operations and emerging Internet financial institutions, financial institutions today have to differentiate their business, reach customers likely to respond to new sales opportunities or make the most of their valued staff. This training on customer service convenience has been targeted to financial institutions, both private and public, which encourage positive transformation in thinking and behavior of the customer service provider. The customer service staffs who are often referred to as the “face of the organization”, who represent, deliver and share the organizations motto will be able to understand and serve the customers as they are, the prime asset, in a professional manner. In this context, NASC conducts this training to develop service skills required for handling the customers effectively.

Aim
The training aims at developing basic service skills for handling internal and external customers.

Objectives
On completion of this training program, the participants will be able to:
• Explain service language and its importance in communicating with customers,
• Analyze the ways to lead customers through different levels of customer service bureaucracy,
• Demonstrate proper telephone and dressing etiquette, and
• Manage hasty and stressful situations at financial institutions especial dealing with difficult customers;

Course Contents
• Customer service basics
• Ethics in customer service
• Bureaucracy navigation
• Service desk regulations
• Interpersonal skills
• Team building
• Decision making and grievance handling