Course details
Objectives :
- The development of the participants in the customer service and how to deal with them skills.
- Train participants on how to create an atmosphere of intimacy with customers.
- To familiarize the participants on the behavioral patterns of customers and train them on how to deal with every style.
Contents :
- The definition of the concept of service.
- definition and concept of service excellence.
- factors that determine the degree of customer service satisfaction.
- essential elements to be met by the service provider.
- Steps to provide exceptional service.
- customer complaints.
- The concept of the complaint and how to handle complaints.
- benefits of handling complaints.
- Types of clients.
- how to deal with the types of clients.
Course Location
About Institute of Banking Studies
The Central Bank of Jordan began in 1965 to study the necessary means of setting up a team for theoretical and practical training aimed at promoting human cadres of the banking and financial sector and study its employees needs and satisfy their desires to advance their scientific and practical abilities . These efforts culminated in the creation of the Institute of Banking Studies in accordance with Article (37) Paragraph (d) of the Central Bank of Jordan Law and in accordance with the Institute,s Articles of Association No. (69) issued on 1970. The Institute was officially inaugurated on October 9, 1971 and was housed then at the Central Bank,s premises.
In the early 1990,s , the Institute witnessed a new stage ; the construction of the Institute,s permanent headquarter in Tla,a Al Ali , a suburb of the capital Amman . The complex was constructed on an eight dunums plot of land and comprised of administration units, academic and training activities halls, library, laboratories, cafeteria, health clinic and a multipurpose hall. Also , the Institute has two branches, one in Irbid and the other in Aqaba. The purpose of these branches is to widen the distribution of academic and training activities conducted by the Institute to cover the various regions of the Kingdom.
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