HOSPITALITY APPROACH IN BANKING CUSTOMER CARE
Objective:
This workshop will support staff to learn the difference between performing customer service at the front end and being an integral part of a customer centric process. The participants will assess their current strengths and weaknesses to identify areas of improvement. The workshop provides an exclusive opportunity to the participants to understand various aspect of customer care in hospitality business and how they can link those to the current banking customer service practices.
Background:
Despite both being a service industry, providing service and care by a well reputed Hotel vs. a well reputed bank has a vast difference. It is very recent that banks of Nepal are thinking and moving towards creating exceptional customer experience through standards of hospitality.
To do this, we must first create hospitality mentality among our employees, then equip them with necessary skills, techniques and knowledge to delight the customers thereby differentiating our bank from the rest. Not only that the employees also must understand not only the art of customer care but also the science of it.
Workshop Coverage:
- Customer Service vs. Customer care.
- Hospitality Standards in Banking Customer care
- Personal Appearance Standards.
- Welcoming and greeting Standard.
- Standard of using verbal communication.
- Standard of using non-verbal communication.
- Standard of manners/courtesy for customer delight.
- Handling difficult and angry customer
- How to say no
- How to handle Complaints
- How to create positive first Impressions: Face to Face
- How to identify need of customer and align our service as per the requirement.
- Handling customer while being busy.
Target Audience:
Customer Service Department/Front Line Employees/Junior Assistant