Description

The “Skill Test on Customer Service – Advanced Version” is a comprehensive and specialized assessment tool designed for mid-level banking professionals looking to deepen their expertise in customer service while aligning with the guidelines set forth in the Reserve Bank of India’s (RBI) Master Circular. This advanced version covers complex topics such as advanced complaint resolution techniques, managing customer expectations, handling high-value or sensitive customer accounts, and ensuring compliance with the latest regulatory updates. The course delves into strategies for improving service delivery, strengthening customer relationships, and applying the circular’s provisions to more intricate situations, such as disputes or escalated issues, with a focus on maintaining high standards of service and ethical conduct. The advanced course equips employees to handle challenging customer service scenarios with confidence and ensure consistent, regulatory-compliant service quality across various banking operations.

This advanced version is specifically designed for employees in mid-level roles, such as senior customer service officers, relationship managers, branch managers, and team leads, who are responsible for overseeing customer service functions, managing customer issues, and ensuring the overall quality of service within their teams. Eligibility for this course includes employees with at least 2-5 years of experience in customer service or related roles, who have a basic understanding of the RBI customer service regulations but seek to build upon their knowledge and expertise in handling more complex customer interactions. Upon completing the skill test, employees will be better equipped to manage large portfolios, address escalated issues effectively, and implement the best practices outlined in the RBI circular to enhance customer satisfaction and ensure the bank’s compliance with regulatory requirements.