Developing Bank Tellers and Customer Services Staff Skills

Course details

Objectives :

• Introduce participants to concepts of modern methods of communication and dealing with customers.
• The development of the skills of the participants in the provision of high quality services to customers.
• Develop positive attitudes towards participating customers.
• Enable participants to address customers' problems effectively.
• Development of participants in dealing with different types of customers capabilities.

Contents :

• Identify the entrances to deal with customers through knowledge of how to satisfy the basic needs for them and the most important: the need to be understanding / need for a sense of importance / need to feel welcome ... etc.
• Overcome some of the habits / Altler wrong behaviors among employees.
• How to recognize the phenomenon and potential customer needs in a way that satisfy the customer's wishes.
• The art of directing questions to determine the client's needs and to respond to inquiries and find out the reasons for his complaint and his objections.
• Human interaction with customers.
• Analysis and assessment of the participants in dealing with clients and patterns through play administrative roles and meaningful games.
• Skill offer service from the angle of their benefits and their benefits for the client and how to highlight these benefits in accordance with the needs and objectives of the client to achieve persuasion and confidence.

• Supervisors and their deputies and their assistants in the different levels in the public and workers in banks and financial institutions who serve and their duties include direct contact and intensive discourse with customers.