Banking Operations – The Customer Experience

Course Outline

Overview

This training workshop looks at banking operations from the customer’s standpoint.

Agenda

• Sources of customer complaints
• Creating an improvement programme
• The benefits of creating an improved customer experience
• Maintaining improvement through agility

Target Audience

This training workshop is suitable for:

• Banking staff who wish/need to broaden/deepen their knowledge of the factors affecting banking operations.
• Those who wish to gain a comprehensive insight into banking operations.

Learning Outcomes

Upon completion of this training workshop, you will understand:

• The necessity to understand the customer journey.
• Why customers complain.
• How adopting agile tools can help to maintain improvement.