The Banking and Customer Relations Training Program aims to equip participants with skills to enhance customer satisfaction, establish effective communication, and manage strong customer relationships in the banking sector. The program provides a solid foundation for a professional career in banking.
The training is for professional development purposes, and the certificate obtained does not replace the MYK authorization certificate in trainings where the MYK authorization certificate is mandatory.
- Introduction and Key Concepts
- Overview of the Banking Sector: The core 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-centric service approaches.
- Communication in Banking: The fundamentals of effective communication with customers, and considerations for face-to-face and digital communication.
- Customer Satisfaction in Banking
- What is Customer Satisfaction?: The importance of customer satisfaction and strategies for creating customer loyalty.
- Satisfaction Surveys and Feedback Management: Collecting, analyzing, and improving customer feedback.
- Customer Expectations: Understanding customer expectations in banking services and developing services that meet these expectations.
- Effective Communication Skills
- Active Listening and Empathy: Communication techniques for building trust by empathizing with customers.
- Problem Solving and Conflict Management: Strategies for quickly and effectively resolving customer complaints and issues.
- Digital Communication Channels: Effective communication methods on email, phone, social media, and online platforms.
- Customer Relationship Strategies
- Personalized Services: Identifying customer needs and creating tailored service offerings.
- Loyalty Programs: Campaigns and strategies to enhance customer loyalty.
- Digital Transformation and Customer Experience: Techniques for improving the customer experience on digital banking platforms.
- Technology in Customer Relationship Management
- Artificial Intelligence and Automation in Banking: The use of AI-powered chatbots, automated customer service, and digital assistants.
- CRM Software and Applications: The role of CRM software in the banking sector and its contribution to customer relationship management.
- Data Analytics: Analyzing customer behaviors, offering personalized services, and utilizing data in banking strategies.
- Ethics and Legal Regulations in Banking
- Ethical Customer Relationships: Customer rights, confidentiality, and ethical banking principles.
- Legal Regulations: Legal requirements in the banking sector, customer data protection, and privacy.
- Customer Rights and Protection: Information on customer complaints, resolution processes, and legal rights.
- Financial Products and Customer Needs
- Product and Service Portfolio: Introduction to financial products offered in the banking sector and suggestions tailored to customer needs.
- Retail and Corporate Banking: Retail banking services, investment, loan, and deposit products, and customer relationship management in corporate banking.
- Product Sales Techniques: Effective product presentation and suggesting financial products that meet customer needs.
- Crisis Management and Customer Relations
- Customer Complaint Management: How to handle customer complaints during crises, turning complaints into opportunities.
- Communication in Adverse Situations: Building trust by maintaining the right and empathetic communication with customers in difficult situations.
- Crisis Intervention and Recovery Processes: Post-crisis recovery processes, regaining customer satisfaction.
- Performance Measurement in Customer Relationship Management
- Performance Metrics: Customer satisfaction surveys, Net Promoter Score (NPS), and other performance indicators.
- Data Collection and Analysis: Gathering and analyzing customer feedback and transforming the results into improvement strategies.
- Employee Performance and Training: Ongoing training for bank employees in customer relationship management and performance evaluation.
- Career and Certifications
- Certifications: Certifications awarded to participants who successfully complete the program and career opportunities in the banking sector.
- Career Paths: Suggestions and roadmaps for those seeking to pursue a career in customer relations and management in the banking sector.
The training is open to corporate collaborations, and individual applications are not accepted. The training content can be re-planned based on the corporate participant profile and your specific needs. Following mutual discussions, the scope and method of the training (In-person, Online) will be determined, and the related processes will be completed. If an agreement is reached, the suitable dates and times for your institution's participants and our instructors, as well as the location of the training, will be determined.