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Customer Service Certification Programme

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24

B2 Business Ethics and Compliance

$150.00
12 Hours Post Graduate

a) Moral principles underlying business ethics

b) Business ethics and trust

c) Business ethics and agency relationships in banks

d) Creating an ethical bank culture

e) Compliance

24

B3 People Management

$150.00
12 Hours Post Graduate

a) Moral principles underlying businesss ethics

b) Business ethics and trust

c) Business ethics and agency relationships in banks

d) Creating an ethical bank culture

e)Compliance

24

B7 Customer Service Quality

$150.00
12 Hours Post Graduate

a) Customer Service in Retail Industries

b) Drivers of Perceived Customer Service Quality

c) Customer Satisfaction

d) Customer Loyalty

24

CS1 Overview of Universal Banking

$150.00
12 Hours Post Graduate

a) Comparison of retail, corporate and investment banking

b) Financial Intermediation in conventional banking

c) Information content of bank financial statements

d) Sources of banking risks

e) Risk and capital

24

CS4 Products and Services

$150.00
12 Hours Post Graduate

a) Key attributes of banking products and services

b) Linking payment accounts to effective cross-selling initiatives

c) Streamlining the bank product portfolio

24

CS5 Data, Process and Systems

$150.00
12 Hours Post Graduate

a) The constraint of data and IT silos

b) Leveraging big data

c) Integrated banking platforms

d) Managing complexity in processes and systems

e) Data, processes and systems for the omni-channel customer

24

CS7 Measures of Customer Experience

$150.00
12 Hours Post Graduate

a) Net Promoter Score

b) Customer Effort Score and correlation with share of customer wallet

c) Customer Life Value