The Customer Experience

Course Description

Seat Time: 1hrs - Desc:

This course will examine the changing bank customer and the importance of giving customers a great experience. The learner will become acquainted with how to give and get respect and how to handle different types of customers. After completing this program, the learner will be able to

• Competently handle situations involving customers with special needs
• Demonstrate respect so that s/he is prepared to make a strong impression on customers
• Keep the customer experience in mind during all interactions.

Course Topics

T1. The Changing Customer: This topic will teach the learner about the reasons why customers are so essential to the institution’s success so that the learner understands the role of the customer in relation to his/her job.

T2. Customer Experience Statements: This topic will teach the learner about keeping the customer’s experience in mind and the characteristics that customers would want to see in employees.

T3. Giving and Getting Respect: This topic will explain to the learner the concept of respect and how to best demonstrate respect so that s/he is prepared to make a strong impression on customers.

T4. Special Types of Customers: This topic will introduce the learner to specific kinds of customers that require special attention so that the learner is able to competently handle situations that involve customers with special needs.