Retail banking is where banks meet millions of everyday customers, and excelling at it means combining sound banking with outstanding relationship management. This program equips participants with practical retail banking and customer relationship skills, covering retail products, service, sales, and the relationship management that builds loyal, profitable customers.
As competition for customers intensifies, retail banking professionals who can serve and grow relationships are highly valued. This course combines retail banking fundamentals with relationship management and introduces emerging trends in digital and personalised retail banking.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand retail banking concepts and role
- Understand retail banking products
- Apply deposit and savings products
- Apply retail lending products
- Apply card and payment products
- Understand customer segmentation
- Apply customer relationship management
- Build and grow customer relationships
- Apply needs-based selling
- Apply cross-selling and up-selling
- Deliver excellent customer service
- Manage customer complaints
- Apply customer retention strategies
- Apply digital retail banking
- Measure customer profitability
- Apply emerging trends in personalised retail banking
Course Outline
- Module 1: Retail Banking Concepts & Role
- Module 2: Retail Banking Products
- Module 3: Deposit & Savings Products
- Module 4: Retail Lending Products
- Module 5: Card & Payment Products
- Module 6: Customer Segmentation
- Module 7: Customer Relationship Management
- Module 8: Building & Growing Relationships
- Module 9: Needs-Based Selling
- Module 10: Cross-Selling & Up-Selling
- Module 11: Excellent Customer Service
- Module 12: Managing Customer Complaints
- Module 13: Customer Retention Strategies
- Module 14: Digital Retail Banking
- Module 15: Emerging Trends: Personalised Retail Banking
Who Should Attend
This course is intended for retail banking staff, relationship managers, customer service teams, and those entering retail banking who want to grow customers and relationships. No prior banking experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
