Customer Service And Financial Literacy In Agency Banking: Empowering Communities Through Agents

Introduction

Customer Service and Financial Literacy in Agency Banking training equips agency banking professionals to elevate customer interactions and foster financial empowerment within their communities. This course focuses on analyzing customer service best practices, implementing financial literacy training modules, and understanding the impact of agent-led education on community financial well-being. Participants will learn to develop customer service scripts, utilize financial literacy materials, and understand the intricacies of using community engagement strategies to build trust and promote financial inclusion. By mastering customer service and financial literacy, professionals can enhance their ability to build strong customer relationships, improve financial knowledge, and contribute to a more financially literate and empowered community.

The increasing reliance on agency banking for financial access necessitates a comprehensive understanding of customer service excellence and financial literacy education. This course delves into the nuances of effective communication, financial product awareness, and community outreach, empowering participants to develop and implement tailored training programs. By integrating customer service expertise with educational acumen, this program enables organizations to lead initiatives that maximize agent effectiveness and drive positive community impact.

Target Audience:

• Agency banking agents
• Training managers
• Customer service managers
• Financial literacy trainers
• Community development officers
• Financial inclusion specialists
• Sales managers
• Consultants
• Individuals interested in agency banking education
• Project managers

Course Objectives:

• Understand the principles and importance of excellent customer service in agency banking.
• Implement techniques for developing and delivering effective financial literacy training modules.
• Understand the role of agent-led education in promoting financial inclusion within communities.
• Implement techniques for developing customer service scripts and communication strategies.
• Understand the principles of financial product awareness and customer education.
• Implement techniques for utilizing community engagement strategies to build trust and rapport.
• Understand the role of feedback mechanisms and customer satisfaction surveys in improving service delivery.
• Implement techniques for conducting training needs assessments and evaluating training effectiveness.
• Understand the legal and ethical considerations related to customer service and financial literacy in agency banking.
• Develop strategies for measuring and analyzing the impact of customer service and financial literacy initiatives.

DURATION

5 Days

COURSE CONTENT

Module 1: Foundations of Customer Service in Agency Banking

• Principles and importance of excellent customer service in agency banking.
• Understanding the customer service landscape and its impact on agency banking.
• Benefits of providing high-quality customer service.
• Historical context and evolution of customer service in finance.

Module 2: Financial Literacy Training Modules

• Techniques for developing and delivering effective financial literacy training modules.
• Implementing training content development and delivery strategies.
• Utilizing financial literacy materials and tools.
• Managing training modules.

Module 3: Agent-Led Education and Financial Inclusion

• Role of agent-led education in promoting financial inclusion within communities.
• Understanding community engagement and outreach strategies.
• Implementing financial literacy campaigns and workshops.
• Managing community education.

Module 4: Customer Service Scripts and Communication

• Techniques for developing customer service scripts and communication strategies.
• Implementing effective communication techniques and protocols.
• Utilizing customer service tools and resources.
• Managing customer communication.

Module 5: Financial Product Awareness and Education

• Principles of financial product awareness and customer education.
• Understanding financial products and services offered through agency banking.
• Implementing product education and awareness campaigns.
• Managing product education.

Module 6: Community Engagement and Trust Building

• Techniques for utilizing community engagement strategies to build trust and rapport.
• Implementing community outreach and relationship building.
• Utilizing community feedback mechanisms and forums.
• Managing community engagement.

Module 7: Feedback and Customer Satisfaction

• Role of feedback mechanisms and customer satisfaction surveys in improving service delivery.
• Understanding customer feedback collection and analysis.
• Implementing customer satisfaction surveys and reporting.
• Managing customer feedback.

Module 8: Training Assessment, Ethics, and Measurement

• Techniques for conducting training needs assessments and evaluating training effectiveness.
• Implementing ethical considerations in customer service and financial literacy.
• Utilizing performance metrics and reporting.
• Managing education measurement.

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 5 working days before commencement of the training.