This unit focuses on the skills and knowledge required to effectively manage customer interactions, segment customers, implement loyalty programs, and monitor customer satisfaction.
Key Elements and Performance Criteria:
- Manage customers' communication:
- Develop communication strategies aligned with organizational service charters.
- Identify appropriate communication channels based on the customer service charter.
- Tailor communication content to the specific needs of each customer.
- Establish feedback mechanisms to gather customer input.
- Segment bank customers:
- Classify customers according to bank policies.
- Assign products and services to customers based on their segmentation.
- Recognize customers based on their product type.
- Inform customers about their segment as per bank policy.
- Obtain customer feedback on their assigned segment.
- Induct customers into loyalty programs:
- Identify loyal customers according to bank policies.
- Inform customers about the available loyalty programs.
- Register loyal customers in the appropriate loyalty program.
- Monitor customer satisfaction:
- Inform customers about feedback mechanisms.
- Collect and analyze customer feedback.
- Identify areas for improvement based on customer feedback.
- Implement strategies to improve customer satisfaction.
This unit is designed to equip individuals with the necessary skills to build strong customer relationships, enhance customer satisfaction, and contribute to the overall success of a financial institution.
- Teacher: Admin User
- Teacher: Richard Yahuma