Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, Snacks and beverages will be provided during the session

Course Overview:

This practical and engaging course helps you build strong customer experience and personalisation skills tailored for modern banking environments. You will learn how to understand customer needs, deliver high-quality service, and personalise interactions using clear communication and relationship-building tools. Through relevant examples and structured learning, you will discover how personalisation improves trust, loyalty, and long-term customer satisfaction. By the end, you will feel confident applying customer-centric methods that enhance overall service quality.

Learning Objectives:

By the end of the course, you will:

• Understand how customer experience works within banking environments.
• Recognise key needs and behaviours to personalise interactions effectively.
• Communicate with clarity, empathy, and professionalism.
• Apply personalisation strategies that build trust and long-term loyalty.
• Handle concerns and difficult interactions with confidence and structure.
• Deliver consistent service across multiple channels.
• Strengthen your ability to improve customer relationships through daily habits.

Target Audience:

Banking staff, service teams.

Why is it right fit for you:

This course is ideal if you want to deliver exceptional customer service that stands out in today’s competitive banking environment. It provides practical techniques that you can apply immediately to personalise conversations and strengthen customer relationships. The training blends communication skills, behavioural insights, and process knowledge to help you serve more confidently and efficiently. Our approach ensures that you understand not only what to do but also why it works in real banking scenarios. By the end of the program, you will feel equipped to create meaningful and memorable customer experiences.

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Agenda

Module 1: Foundations of Customer Experience in Banking

• Understanding customer expectations
• Key drivers of satisfaction and loyalty
• Importance of personalised service in modern banking
• Activity

Module 2: Knowing Your Customer (KYC Beyond Compliance)

• Identifying functional and emotional customer needs
• Customer behaviour patterns
• Building rapport and trust
• Activity

Module 3: Personalisation Techniques for Daily Interactions

• Adapting conversations based on customer profiles
• Using customer data ethically
• Identifying opportunities for personalisation
• Activity

Module 4: Communication Skills for Enhanced CX

• Professional verbal and non-verbal communication
• Empathy, clarity, and active listening
• Managing service tone and structure
• Role Play

Module 5: Handling Customer Concerns Effectively

• Techniques to understand root causes
• Managing emotions and difficult interactions
• Turning negative moments into positive experiences
• Case Study

Module 6: Service Excellence & Process Awareness

• Understanding service journeys end-to-end
• Removing friction and improving customer flow
• Aligning customer needs with internal processes
• Activity

Module 7: Digital Personalisation & Omnichannel Service

• Using digital tools to improve service
• Consistency across phone, email, chat, and in-branch service
• Creating personalised experiences across touchpoints
• Case Study

Module 8: Continuous Improvement in Customer Experience

• Gathering customer insights and feedback
• Improving service quality through small daily actions
• Using self-assessment and team reflection
• Activity