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Suggested Study Flow for Learners
Suggested Study Flow - Smartonline Course
Suggested Study Flow - Smartonline Course
Smart Online Learning AI Mentor - Clarify Your Doubts
Module 1 – Customer Service Expectations & Reputation Risk
Module 1 Study Material
Lecture 1.1 Customer Expectations, Service Gaps & Dissatisfaction Triggers
MCQ - Lecture 1.1: Customer Expectations, Service Gaps & Dissatisfaction Triggers
Lecture 1.2 Reputation Risk, Social Media Escalation & Frontline Risk Control
MCQ - Lecture 1.2 Reputation Risk, Social Media Escalation & Frontline Risk Control
Module 2 – Complaint Lifecycle & Escalation Discipline
Module 2 Study Material
Lecture 2.1 Complaint Lifecycle Framework & Acknowledgement Discipline
MCQ - Lecture 2.1 Complaint Lifecycle Framework & Acknowledgement Discipline
Lecture 2.2 Investigation, Internal Coordination & Resolution Discipline
MCQ - Lecture 2.2 Investigation, Internal Coordination & Resolution Discipline
Lecture 2.3 Escalation Matrix, Delay Risks & Reporting Discipline
MCQ - Lecture 2.3 Escalation Matrix, Delay Risks & Reporting Discipline
Module 3 – Handling Difficult Customers & Communication Discipline
Module 3 Study Material
Lecture 3.1 Understanding Difficult Customer Behaviour & Emotional Triggers
MCQ - Lecture 3.1 Understanding Difficult Customer Behaviour & Emotional Triggers
Lecture 3.2 Communication Tone, Structuring Responses & De-escalation Techniques
MCQ - Lecture 3.2 Communication Tone, Structuring Responses & De-escalation Techniques
Lecture 3.3 Managing High-Pressure Situations & Maintaining Professional Discipline
MCQ - Lecture 3.3 Managing High-Pressure Situations & Maintaining Professional Discipline
Module 4 – Conduct Risk & Miscommunication Triggers
Module 4 Study Material
Lecture 4.1 Conduct Risk Basics & Miscommunication Drivers
MCQ - Lecture 4.1 Conduct Risk Basics & Miscommunication Drivers
Lecture 4.2 Sales Communication Risks, Red Flags & Behavioural Discipline
MCQ - Lecture 4.2 Sales Communication Risks, Red Flags & Behavioural Discipline
Module 5 – Resolution, Documentation & Service Recovery
Module 5 Study Material
Lecture 5.1 Service Recovery Framework & Resolution Discipline
MCQ - Lecture 5.1 Service Recovery Framework & Resolution Discipline
Lecture 5.2 Documentation Standards, Closure Discipline & Preventing Recurrence
MCQ - Lecture 5.2 Documentation Standards, Closure Discipline & Preventing Recurrence
Module 6 – Practical Application & AI-Enabled Complaint Handling
Module 6 Study Material
Lecture 6.1 Structuring Real Complaint Responses & Escalation Sensitivity
MCQ - Lecture 6.1 Structuring Real Complaint Responses & Escalation Sensitivity
Lecture 6.2 AI-Assisted Complaint Handling & Response Validation Discipline
MCQ - Lecture 6.2 AI-Assisted Complaint Handling & Response Validation Discipline
Final Test
MCQ - Final Test
EBook on Customer Service & Complaint Handling in Banking
Customer Service, Complaint Handling & Conduct Discipline in Banking
Customer Service, Complaint Handling & Conduct Discipline in Banking
Reference Videos, Social Media Resources
Smart Online Course Youtube Channel
Risk Management Association Youtube Channel
RMAI Facebook Page
Smart Online Course Facebook Page
Linkedin Updates
Additional Resources
92 customer service statistics you need to know in 2026
A Study on Customer Complaints and Redressal Mechanism in State Bank of India
Complaints and Their Redressal : A Study on the Indian Banking System
Customer Service in Banking: 2026 Guide, Examples & AI
Handling Difficult Conversations: Navigating Customer Complaints and Churn Risks in BFSI
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Read Banking Finance - Leading Monthly Journal
Banking Finance March 2026