Why this course?

Description

Customer service in banking is not just about resolving queries—it directly impacts customer trust, regulatory compliance, and institutional reputation. Poor service, delayed responses, and weak complaint handling often escalate into serious reputation and regulatory risks.

This 7-hour practical course on Customer Service & Complaint Handling in Banking equips professionals with the skills to manage customer interactions effectively, handle complaints systematically, and prevent escalation risks.

The course explains customer expectations, common dissatisfaction triggers, and how frontline behaviour influences customer experience. Participants learn to manage the complete complaint lifecycle—from acknowledgement and investigation to resolution and closure—while ensuring timely escalation and proper coordination.

It also focuses on handling difficult customers, communication discipline, conduct risk, and miscommunication triggers. Strong emphasis is given to documentation standards, service recovery, and preventing repeat complaints.

The course also introduces AI-assisted complaint handling, helping professionals structure responses effectively while maintaining accuracy and compliance.

Using real banking case scenarios, the course builds the ability to deliver consistent service, manage complaints professionally, and protect organisational reputation .

Why this Course?

Many customer complaints escalate because of poor communication, delayed response, lack of structured handling, and weak documentation. Frontline staff often react defensively or inconsistently, increasing dissatisfaction and reputational risk.

Without structured complaint management processes and disciplined communication, institutions face repeated complaints, regulatory scrutiny, and loss of customer trust.

What You’ll Learn

• Customer expectations and dissatisfaction triggers in banking
• Reputation risk and impact of poor service
• Complaint lifecycle: receipt to closure
• Investigation and internal coordination during complaint handling
• Escalation matrix and delay risk management
• Handling difficult customers and emotional situations
• Communication tone, response structuring and de-escalation techniques
• Conduct risk and miscommunication triggers
• Service recovery framework and complaint resolution discipline
• Documentation standards and preventing repeat complaints
• AI-assisted complaint response and validation

Who Should Enroll

• Customer service officers and frontline staff
• Relationship managers and branch managers
• Call centre and grievance handling teams
• Compliance and risk professionals
• Banking staff interacting directly with customers

Course Format & Duration

• 7 hours of structured expert-led learning
• Real customer service and complaint scenarios
• Practical communication and escalation frameworks
• Documentation and service recovery templates
• Certificate of Completion included

Why This Course is Unique

• Focuses on practical complaint handling, not theory
• Strong emphasis on communication discipline and escalation control
• Covers conduct risk and reputation management together
• Includes AI-assisted complaint handling approach
• Designed specifically for banking frontline and service teams

Enroll Now

Customer service is a risk function.

Build the capability to handle complaints professionally, communicate effectively, and protect your organisation’s reputation through disciplined customer service.