Money value, interest rates, loans, the global market fluctuations, all are factors that determine the functioning of Banking sector. Often balancing on a thin rope, privatization and modernization have made customer experience a crucial aspect of the service too. As Mahatma Gandhi Once said, “A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
Customer Experience in Banking sector is a crucial aspect. In the competitive banking environment, it is a factor that defines customer retention, repeat business etc. Which is why aspects like answering customer’s queries and resolving complaints in a thorough and timely manner and interacting with customers through face-to-face meetings, telephone, mail, fax and email require special attention in order to deliver a good customer experience in banking. Microlearning has already been termed as the good to have tool for on-the-job training/performance support of banking service personnel. However, it can also be used to deliver an exceptional customer service. Let’s explore in terms of the cardinal principles of customer service.
The primary rule of customer service is courtesy; this applies for banking staff as well as the communication used. In terms of Microlearning, it is nothing but a formal welcome message sent to the customer when they become the bank’s clientele. The customer service training for staff using Microlearning can be anything from simple flash cards or pop-ups on mobile or short video clips that cover the basic courtesy requirements for all forms of non-face-to-face communication with the customer including telephonic calls, emails etc.
Good communication is about following the 3 Cs- Correctness, Conciseness and Considerateness. Use of email, SMS etc. is a good start to keep the channel open. While sending communication which is sensitive in nature or with financial security concerns, necessary safeguards shall be observed so as not to compromise the interests of either the Bank or the customer. This aspect too can be relayed correctly using Microlearning.
Efficiency and timeliness
Attending to the need of the customers promptly and efficiently is a necessary trait of customer service. While Microlearning modules can be used for training in this subject. The power of mobile apps can be utilized to ensure that the time norms laid down by the Bank are met. After all an app can provide 24X7 access and prompt customer service too.
Products, Announcements and Policy Changes
Customer service also requires keeping the customers updated about policies and new products. While Microlearning modules can easily keep the staff up-to-speed about the changes, the app, emails, SMS etc. can be used to relay the announcements clearly and share them immediately with the customers.
There are various other areas in which MicroLearning can be used to make customer service better in banking sector. The key is to focus on creating role-based courses (personalized learning) for delivering learning in focused, role/position based assignments. The Microlearning content as always should be consistent, short and crisp to get to the learning point fast, however in an interesting manner. The modules should focus on individual topics to drive the idea or concept precisely. Using videos, games, quizzes, activities etc. helps keep engagement factor and making it mobile compatible makes it user friendly and accessible at all times.
Microlearning has the ability to flip the traditional training and making learning a learner centric activity. This in case of customer service ensures a pleasant experience for the customers, better client retention, improved staff performance, repeat and long term customers for the bank. A win-win situation for all.
While most banks have started offering 24X& service through mobile apps, the automated responses are not always helpful and human intervention is an irreplaceable factor and so is the training for the same. Microlearning comes in as a good solution and provides added mobility to learning too.
Thinking about adopting Microlearning strategy? Knowzies has assisted several organizations in stepping towards the new learning strategy. Get in Touch to get customized solutions that suit your learning/training requirements.
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