Training Need Analysis Of Customer Service Officer In Banking Sector

1. Training Need Analysis
(Customer Service Officer
In Banking Sector)
Presented by:
Vishakha choudhary

3. Customer service officer
 A link between bank and customer
 A customer service representative interacts with a company’s customers to provide them
with information to address inquiries regarding products and services.
 They deal with and help resolve any customer complaints.
 For instance, a customer representative may assist you in opening an account or help you to
resolve a problem if you cannot access your account or if your order never arrived. Usually,
customer service representatives gather their information via a telephone call.

4. Responsibilities of CSO
 Resolve problems
If a customer’s credit card was stolen, then bank customer service representatives will be the
one to cancel the card and provide the customer with a new card
 Provide operational support
If a customer is looking to use mobile banking, or to try out a new service, bank customer
service representatives are there to provide them with information and step by step instructions
for using the service.
 Sell bank products
Bank customer service representatives work to inform and suggest new banking products and
services to customers as well.

5. Training need
analysis
Organisational
analysis
Task analysis
Individual
analysis

6. Organization analysis
 Lower employee turnover
 Fewer complaints
 Higher productivity
 Better working environment
 Higher profits
 Reduce absenteeism

7. Task analysis
 Sound product knowledge
 Provide advice to customers with their more complex needs
 Convincing skills
 Teamwork orientation
 Initiative
 Must be patient and willing to help others in solving problems while maintaining a positive
attitude at all times
 Must have a keen eye for detail and follow instructions as specified
 Multi tasker

8. Individual analysis
 Fresher’s with management degree
 Being able to adapt faster

9. Training schedule
Place : HDFC bank
Duration : 3 hours
Audience : MBA or PGDM pass outs and less experienced
employees

10. Trainers and trainee’s persona
 Trainer :
 Experience – 2-3 years
 Background – diploma in communication skill, MBA
(marketing)
 Trainee :
 Background – 10+2 passed, graduate and diploma in
banking

11. Lesson plan of Training Program
Telephone skills :outbound and communications
Generate customer interest and follow through
Selling and service to sell

12. Day 1
Telephone skills :outbound and communications
 Related competency categories:
 Attitude— maintains A friendly, positive, and enthusiastic outlook.
 Interpersonal skills— displays a consistent ability to build solid relationships of trust and
respect inside and outside the organization.
 Communication— advances the abilities of individuals and the organizations through
active listening Supported With Meaningful Oral And Written Presentation Of Information.

13. Outcomes of telephone skills :outbound and communications
 Determine “defining moments” when customers form lasting positive or negative opinions
of your organization
 Improve customer interactions to exceed their expectations
 Use principles for outstanding outbound telephone effectiveness

14. Day 2
Generate customer interest & follow through
 Related competency categories:
 Adaptability— open-minded. Demonstrates flexibility when faced with changes at work.
 Creative thinking— innovative. Incorporates existing ideas and new ideas in A unique
approach to resolve issues and capitalize on opportunities
 Customer acquisition— identifies and converts prospects who should be doing business
with us into customers who are champions for our organization
 Interpersonal skills
 Communication

15. Outcomes of generating customer interest & follow
through
 Adopt a focused customer service process
 Identify key customer issues
 Use questions to guide customers to buying decisions
 Recognize customer follow through expectations
 Create opportunities for follow through actions
 Discover a systematic process for professional follow-through

16. Day 3
Selling and service to sell
 Related competency categories:
 Decision making— obtains and understands facts, weighs risks, and objectively prioritizes
alternatives that result in decisive action.
 Influence— consistently directs situations and inspires people for an all-win environment.
 Communication— advances the abilities of individuals and the organizations through
active listening supported with meaningful oral and written presentation of information.

17. Outcomes of selling and service to sell
 Anticipate customer needs
 Guide customers to additional purchases
 Identify selling opportunities

18. Learning tools of Training Programme
Videos
Role
plays
Case
study
Critical
incidence

19. Expected outcomes
•Manage large amounts of incoming calls
•Generate sales leads
•Identify and assess customers’ needs to achieve satisfaction
•Build sustainable relationships and trust with customer accounts through open and interactive
communication
•Provide accurate, valid and complete information by using the right methods/tools
•Meet personal/customer service team sales targets and call handling quotas
•Follow communication procedures, guidelines and policies
•Take the extra mile to engage customers