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Good client engagement in the Private Bank refers to the ongoing interaction between its front-liners and its valued clients. Enhancing this relationship with well-designed strategies and approaches that can consistently deliver above expected service standards is of utmost importance. The business of the private bank is trust. Good client experience allows trust to be consistently enhanced, even when faced with any service lapse needing service recovery processes. This following course introduces the basics of clients’ experience management processes and addresses the competency of handling service challenges with private banking clients.

Participants will learn how they can approach clients with the right service attitude and strategies that will build rapport and trust with clients quickly. They will enhance their communication skills and conflict resolution strategies through interactive learning. This will enable them to contribute positively to a primary goal of the Private Bank to retain and grow long-term, profitable relationships with existing clients.

Target Audience

  • Assistant Relationship Managers

Course Objectives

  • Develop rapport and establish trust with various customer segments through effective verbal and non-verbal communication
  • Uncover customer requirements and recognise potential business opportunities
  • Provide prompt service delivery tailored to customer’s initial and subsequent needs through product referrals
  • Provide coaching in effective machine operation to customers
  • Apply best-fit conflict resolution techniques when handling objections and conflicts
  • Identify frequently asked questions asked by customers
  • Contributes ideas and responses to customers queries and requests
  • Analyse trends and patterns in the customer service knowledge base
  • Develop knowledge of organisation’s product or service offerings and customer profile
  • Establish customer rapport to build customer confidence
  • Provide post-sales follow up
  • Respond to escalated service challenges, in accordance with service recovery procedures
  • Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation

Course Outline

The Importance of Client Experience

  • Key Service Expectations and Perspectives
  • Identifying Organizational Service Standards
  • Setting Standards Accurately

Regulatory Guidelines & Customer Experience

Customer Service Knowledge Base

  • How to use knowledge base to identify business opportunities
  • How to use Frequently Asked Questions
  • Coaching Clients using FAQ through technical support

Handling conflicts effectively with Clients

  • 4As of Conflict Resolution
  • Address Conflict Issues Effectively
  • Effective Verbal and Non-verbal Communication
  • Identifying Service Challenges

Listing the most common types of Service Challenges in PB Importance of Customers’ Rapport

  • How to develop customer rapport over the phone

Product & Service Knowledge

  • Methods in gaining product & service knowledge
  • How product & service knowledge assist in service challenges

Escalating Service Challenges

  • How to escalate service challenge
  • Service Recovery

Business Opportunities in Service Challenges

  • Service Recovery and Business Development
  • Service Recovery Paradox

Post-Sales Follow Up

Assessment - MCQ

About IBF Certification

This course addresses the following Technical Skills and Competencies (TSCs) and Proficiency Level (PL):

  • Customer Experience Management (Level 3)
  • Service Challenges (Level 3)

Participants are encouraged to access the IBF MySkills Portfolio to track their training progress and skills acquisition against the Skills Framework for Financial Services. You can apply for IBF Certification after fulfilling the required number of Technical Skills and Competencies (TSCs) for the selected job role.

Find out more about IBF certification and the application process on