Course Overview

Customer Service Excellence in Banking 

Course Title: Customer Service Excellence in Banking
Start Date: January 10, 2026
Duration: 20–25 Hours
Mode: Hybrid
Credit Equivalent: 1 Credit Hour
Class Size: Up to 50 Participants
Course Fee: BDT 3,000.00

Course Description

This micro-credential prepares banking professionals to deliver exceptional customer service across branch, digital, and call center channels. The course blends practical banking knowledge with modern customer experience (CX) strategies, communication mastery, complaint resolution, and frontline service excellence techniques.

Participants will learn how to build trust with customers, manage difficult interactions, maintain compliance standards, personalize service, and deliver consistent value across all touchpoints. By the end of the course, learners will be equipped with the skills required for high-performance customer service roles in financial institutions.

Syllabus

Module 1: Introduction to Service Excellence in Banking (2 Hours)

Topics

• Definition of customer service in banking
  
  
• Why customer service matters: profitability, retention, loyalty
  
  
• Service quality models (SERVQUAL, RATER model)
  
  
• Customer expectation vs. perception
  
  
• Role of branch, call center, digital channels
  
  

Outcome:
Understand the importance and fundamentals of customer service in financial institutions.

Module 2: Banking Products & Customer Needs (2 Hours)

Topics

• Customer segments: retail, SME, corporate, priority
  
  
• Mapping needs with banking products: deposits, loans, cards, remittance, digital services
  
  
• Customer lifecycle in banking
  
  
• Cross-selling and up-selling without pressure
  
  

Outcome:
Align customer needs with appropriate banking solutions.

Module 3: Communication Skills for Bankers (3 Hours)

Topics

• Professional verbal & non-verbal communication
  
  
• Active listening techniques
  
  
• Rapport building and trust creation
  
  
• Email etiquette, phone etiquette
  
  
• Body language in customer interaction
  
  

Outcome:
Master effective communication for face-to-face, phone, and written interactions.

Module 4: Frontline Service Delivery Standards (2 Hours)

Topics

• Greeting, verification, and service behaviors
  
  
• Queue management & wait-time management
  
  
• Branch layout & customer flow
  
  
• Cash counter etiquette
  
  
• Service timing KPIs
  
  

Outcome:
Ability to provide consistent, professional frontline service.

Module 5: Customer Handling Techniques (3 Hours)

Topics

• Handling angry or difficult customers
  
  
• De-escalation techniques
  
  
• Emotional intelligence (EQ) in banking
  
  
• Managing high-net-worth (HNW) clients
  
  
• Personalizing customer experience
  
  

Outcome:
Develop confidence in managing challenging situations and delivering empathy-driven service.

Module 6: Complaint Management & Resolution (3 Hours)

Topics

• Key principles of complaint handling
  
  
• Root cause analysis
  
  
• Complaint escalation matrix
  
  
• Regulatory rules on complaint handling (Bangladesh Bank guidelines)
  
  
• Writing complaint logs and preparing MIS reports
  
  
• TAT (Turnaround Time) management
  
  

Outcome:
Resolve complaints professionally with documented processes and compliance.

Module 7: Digital Banking & Omni-channel Service Excellence (2 Hours)

Topics

• Digital service touchpoints: MFS, DFS, apps, internet banking, CRM
  
  
• Self-service kiosks
  
  
• AI chatbots & automated support
  
  
• Customer experience in digital channels
  
  
• Reducing customer friction (KYC, onboarding, transaction journeys)
  
  

Outcome:
Learn how digital channels improve and challenge customer service.

Module 8: Service Recovery & Loyalty Building (2 Hours)

Topics

• Service failure types
  
  
• Effective apology & recovery steps
  
  
• Turning complaints into opportunities
  
  
• Customer loyalty and retention strategies
  
  
• NPS (Net Promoter Score) approach
  
  

Outcome:
Turn dissatisfied customers into promoters through strong service recovery.

Module 9: Compliance, Ethics & Data Privacy (2 Hours)

Topics

• KYC/AML guidelines
  
  
• Customer confidentiality rules
  
  
• Ethics in customer communication
  
  
• Regulatory customer rights
  
  
• Mis-selling & prohibited behaviors
  
  

Outcome:
Deliver great service while maintaining strict compliance and ethics.

Module 10: Professional Grooming & Service Culture (1 Hour)

Topics

• Dress code, personal grooming standards
  
  
• Professional behavior rules for bankers
  
  
• Maintaining discipline under pressure
  
  
• Building a service-first organizational mindset
  
  

Outcome:
Adopt a polished, professional banker persona.

Assessment & Certification

• Quiz after each module
  
  
• Practical practice:
  
  
• Mock customer interactions
  
  
• Difficult customer handling simulation
  
  
• Complaint-resolution assignment
  
  
• Final exam
  
  
• Certificate issued upon completion
  
  

Entry Qualifications

• Branch staff, customer service officers, call center agents
  
  
• Relationship managers, sales & service staff
  
  
• Students preparing for banking careers
  
  
• Anyone interested in banking customer service
  
  
• No prior banking experience required
  
  

Career Pathways

• Customer Service Officer
  
  
• Branch Banking Executive
  
  
• Call Center Agent (Banking)
  
  
• Relationship Associate
  
  
• CX (Customer Experience) Specialist
  
  
• Complaint Management Associate
  
  
• Frontline Banking Professional