Within the framework of its continuous efforts towards developing the skills of its human and national cadres, Kuwait International Bank (KIB), represented by the Retail Banking Services Department, in cooperation with the American University of Kuwait (AUK), has prepared an intensive training course on ways to provide a more distinguished service to customers, and another course about mastering more passionate and enthusiastic methods to achieve more sales, which were specially organized by the staff of the Retail Banking Department of the bank.
These specialized courses were launched on the 15th of last January, and extended until the 25th of June of this year, at the American University of Kuwait (AUK), delivered by a group of the most qualified lecturers and trainers in customer service and sales.
Among the most prominent topics covered by the training program in the context of providing the best level of customer service, was the process of building a deep understanding and applying an integrated approach that focuses on customers with their different segments and requirements, which begins first by adopting an effective and professional communication method with them, with how to evaluate their experience with a customer service representative, positive or negative, in addition to focusing on appropriate ways to deal with complaints, as well as promptly answering their inquiries with the correct information, in order to provide a better and more efficient service.
As for the other part of the course, which is related to the development of sales within the banking sector, the lecturers touched on how to build a partnership and trust relationship with both existing and new customers, and how to maintain its level.
They also focused largely on linking customer needs with banking products and services, in addition to using the means — the occasion to attract more customers, including presenting the Bank’s services and products in a professional and confident manner to the customer, in addition to providing offers and accompanying benefits in line with customers’ interests.
This is in addition to enhancing problem-solving, negotiation and persuasion skills effectively, in addition to following all ethical and professional practices in the work.
Commenting on the organization of this specialized course, the Deputy Director General of Human Resources Department at KIB, Firas Al-Darmi, said: “As one of the most important main departments in the bank, and upon which its business in general is based, we are always keen to empower all employees in the department of retail banking services, including branch managers, relationship and service managers and employees, as well as sales and customer service representatives, and everyone who deals with them directly, by providing the best international training programs at the highest level, in order to ensure that we continue to provide exceptional customer service and the highest international standards Which reflects the bank’s prestigious position and its leading position within the banking sector.”
It is noteworthy that KIB has developed an integrated program for managing its human resources, which includes a series of events and activities aimed at developing human and national cadres and enhancing their capabilities and professional and practical skills in various banking fields.
It has the expertise of its employees in one of the most important areas in the banking sector, which is the field of customer service and sales, which is among the main elements that enhance the bank’s performance and guarantee it a good reputation and continuous success.