Question

Describe various aspects of employee training for an effective service recovery programme

Answer 1

Customer service is a critical aspect of any business and employees who have to interface with customers need to be well trained to handle any challenges which they might have. In banking there are key areas i like to focus on when creating training programs for employees. Here are highlights of my top 5 -

• Product Knowledge Trainings - It is important that any employee who has a chance of interacting with customers knows and understand the products of the banks in detail. This training should key products and service offerings of the bank.
• Grooming & Professionalism - This training focuses on employee appearance, grooming and attitude they are expected to imbibe while serving customers. If you have a dress code in your bank, share it during this program. Work ethics also come in here to guide employees on what is acceptable and expected from them.
• Effective Communication - This focuses on training employees on various communication skills that would improve their ability to communicate clearly with customers. This should cover written & oral communication skills, basic body language and active listening