Banking Sector

Institute Agenda :-

      Study Materials ,Bag , ID Card Provide  & Course Non - Semester Pattern. Exam Scheduled July/August Month, Before 2 Months informed to Exam Appear students for their Hall Ticket Register.

    (Note: Anytime agenda  can change on the Management Basis.)

 

Learning Mode:- (Selection Type)    

Type	Learning Mode	Classes Schedule & Timing
1	For Regular Learning	Timing 10 AM to 3PM (Sunday/Govt & Local Holiday –  Holiday)   [All Health Courses Applicable for Regular]
2	For Part-time Learning	Saturday Only (Timing 10AM to 4PM)  [Note: Health Dept Course only ]
3	For Distance Learning	Sequencely 7 days classes – only (Timing 10AM to 4 PM) [Note: Except Health Dept Course]
4	For Online Learning	Zoom Class (Monday to Friday) & Meeting Discuss ( Timing 11 AM to 1PM) [Note: Except Health Dept Course]

 

Course Overview:

          Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

 

Course Responsibilities:-

• Provide prompt and efficient responses to customer questions via phone, email, social media, and chat
• Address and resolve customer complaints or concerns in a professional and timely manner
• Maintain a high level of company product knowledge to effectively answer customer queries
• Identify opportunities to upsell or cross-sell products and services to customers
• Collaborate with other team members and departments to ensure customer satisfaction
• Keep accurate records of customer interactions and transactions in the CRM system
• Follow company policies and procedures when handling customer requests and issues
• Continuously strive to improve customer service skills and knowledge through training programs

 

Course Curriculum Components:

1. Fundamentals of Customer Service:
2. Introduction to Customer Service
3. Role and Importance of Customer Service in Business
4. Key Concepts: Customer Expectations, Satisfaction & Loyalty
5. Service Excellence and Ethics in Customer Handling
    
6. Communication Skills:
7. Professional Telephone Etiquette
8. Verbal and Non-verbal Communication
9. Listening Skills and Empathy
10. Handling Difficult Conversations
     
11. Customer Relationship Management (CRM):
12. Customer Lifecycle and Relationship Stages
13. CRM Database Management
14. Using CRM for Tracking and Reporting
15. CRM Strategies to Enhance Customer Retention
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16. Customer Service Operations:
17. Service Delivery Processes and Quality Standards
18. Escalation Management and Complaint Resolution
19. Contact Center and Front Desk Operations
20. Performance Metrics and KPIs in Service
21. Service Recovery and Follow-up
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22. Sales and Marketing Basics:
23. Basic Marketing Concepts
24. Upselling and Cross-selling Techniques
25. Understanding Buyer Behavior
26. Promoting Loyalty Programs
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27. Business Communication:
28. Email and Chat Communication
29. Writing Customer Service Scripts
30. Internal Communication and Collaboration
31. Digital Etiquette and Tone
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32. Customer Service Technology:
33. Overview of Technology in Customer Service
34. Use of AI and Chatbots
35. Social Media as a Service Channel
36. Helpdesk and Ticketing Systems
37. Mobile Apps and Self-service Portals
    ​​​​​​
38. Problem-Solving and Decision Making:
39. Identifying Customer Needs and Issues
40. Critical Thinking in Customer Scenarios
41. Root Cause Analysis
42. Making Service-Oriented Decisions
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43. Practical:
44. Case Studies
45. CRM Software Simulation
46. Real-world Customer Service Scenarios
47. Customer Feedback Analysis Project

 

Job Opportunities:  

Customer Service Executive

Client Relationship Manager

CRM Executive / CRM Coordinator

Call Center Representative / BPO Executive

Customer Support Associate

Helpdesk Coordinator

Sales Support Executive

Service Desk Analyst

 

 

• Features of the Course:

           During Training Period, OJT at Hospitals/Industrial/Companies

                  (If applicable courses only)

Placement Guidance:

            Those who are Regular and Part time candidate Assurance the Placement 100% throughout India based on the candidates and other online and distance Candidates. We will guide to the Placement and based on the Candidate’s willing.

                                                     

1. Further Clarification Contact: 88701 91125 , 96299 01300 , 73582 18375