This training is aimed at professional development and the certificate obtained does not replace the MYK authorization certificate required for trainings where MYK authorization is mandatory.

Banking and Customer Relations Training Program

This training program aims to equip participants with skills to improve customer satisfaction, establish effective communication, and manage strong customer relationships in the banking sector. The program forms a strong foundation for a professional career in banking.

1. Introduction and Key Concepts

• Overview of the Banking Sector: The basic functions of banking, the history of banking, and the development of modern banking systems.
• Customer Relationship Management (CRM): The concept of CRM, its importance in the banking sector, and the development of customer-oriented service understanding.
• Communication in Banking: Fundamentals of effective communication with customers, key points for face-to-face and digital communication.

2. Customer Satisfaction in Banking

• What is Customer Satisfaction?: The importance of customer satisfaction and strategies for creating customer loyalty.
• Satisfaction Surveys and Feedback Management: Gathering, analyzing, and improving customer feedback processes.
• Customer Expectations: Understanding customer expectations in banking services and developing services that meet these expectations.

3. Effective Communication Skills

• Active Listening and Empathy: Effective communication techniques and building trust by empathizing with the customer.
• Problem Solving and Conflict Management: Strategies for quickly and effectively resolving customer complaints and issues.
• Digital Communication Channels: Effective communication methods via email, phone, social media, and online platforms.

4. Customer Relationship Strategies

• Personalized Service: Identifying customer needs and creating customized service offerings.
• Loyalty Programs: Campaigns and strategies to increase customer loyalty.
• Digital Transformation and Customer Experience: Techniques for improving customer experience on digital platforms.

5. Technology in Customer Relationship Management

• Artificial Intelligence and Automation in Banking: Applications of AI-powered chatbots, automated customer services, and digital assistants in banking.
• CRM Software and Applications: The role of CRM software in the banking sector and its contribution to customer relationship management.
• Data Analytics: Analyzing customer behavior, offering personalized services, and using data in banking strategies.

6. Banking Ethics and Legal Regulations

• Ethical Customer Relations: Customer rights, privacy, and ethical banking principles.
• Legal Regulations: Legal requirements in the banking sector, customer data protection, and confidentiality.
• Customer Rights and Protection: Information about customer complaints, resolution processes, and legal rights.

7. Financial Products and Customer Needs

• Product and Service Portfolio: Introduction of financial products offered in the banking sector and recommendations based on customer needs.
• Personal and Corporate Banking: Individual banking services, investment, credit, and deposit products, customer relationship management in corporate banking.
• Product Sales Techniques: Effective product presentations and offering financial products based on customer needs.

8. Crisis Management and Customer Relations

• Customer Complaint Management: How to handle customer complaints during crises and strategies to turn complaints into opportunities.
• Communication in Adverse Situations: Building trust with customers by communicating properly and empathetically in difficult situations.
• Crisis Intervention and Recovery Processes: Recovery processes after a crisis and restoring customer satisfaction.

9. Performance Measurement in Customer Relationship Management

• Performance Metrics: Customer satisfaction surveys, Net Promoter Score (NPS), and other performance indicators.
• Data Collection and Analysis: Collecting and analyzing customer feedback and transforming results into improvement strategies.
• Employee Performance and Training: Ongoing training of bank employees on customer relationship management and performance evaluations.

10. Career and Certifications

• Certifications: Certifications awarded to participants who successfully complete the program and career opportunities in the banking sector.
• Career Paths: Recommendations and a roadmap for those seeking a career in customer relations and management in the banking sector.

This training is open for institutional cooperation (institution/company packages) and individual applications are not accepted. The training content can be reorganized according to the profile and needs of institutional participants. After mutual discussions, the scope and method of the training (In-person, Online) are determined, and the relevant processes are completed. If an agreement is reached, suitable dates and times for your institution’s participants and the place of the training are determined with our instructors.