Banking and Financial Services Customer Experience

Programme Summary

Financial service interactions must combine clear communication, respectful treatment and careful information handling. This programme develops practical customer service skills for branch and remote channels. Participants practise explaining processes, recognising vulnerability and managing complaints while working within authority limits. Case exercises connect customer experience with accurate records, privacy, identity checks and appropriate specialist referral.

Training Objectives

1 Improve clarity and respect in financial service interactions; 2 Strengthen understanding of customer needs and vulnerability; 3 Support accurate information handling and process explanations; 4 Develop appropriate complaint and referral responses; 5 Build consistent service across branch and digital channels.

Learning Outcomes

1 Explain a service process in plain language; 2 Apply supplied identity and privacy controls; 3 Recognise needs requiring additional customer support; 4 Handle a complaint within stated authority; 5 Document an appropriate specialist referral and followup.

Target Audience

Branch Service Officers; Customer Relationship Officers; Contact Centre Agents; Service Quality Officers; Customer Experience Supervisors.

Target Industries

Retail Banking; Digital Banking; Payment Services; Consumer Finance; Credit Unions.

Course Contents

• Module 1 Financial Service Experience: Trust accuracy and customer outcomes; Branch remote and digital service journeys; Service responsibilities and authority boundaries.
• Module 2 Understanding Customer Needs: Purpose circumstances and communication preferences; Cultural awareness and respectful questioning; Vulnerability accessibility and additional support.
• Module 3 Clear Process Communication: Explaining requirements fees and next steps; Checking understanding without unsupported assurances; Distinguishing service information from regulated advice.
• Module 4 Identity and Information Protection: Following approved identity verification steps; Confidential records and secure communication; Suspicious activity and specialist escalation interfaces.
• Module 5 Digital and Branch Handoffs: Consistent information across service channels; Assisted digital support and customer choice; Ownership of unresolved enquiries and referrals.
• Module 6 Complaints and Difficult Situations: Acknowledging concerns and gathering accurate facts; Fair remedies and escalation procedures; Avoiding guarantees beyond delegated authority.
• Module 7 Service Measurement and Improvement: Customer feedback resolution and repeat contacts; Quality reviews and common failure patterns; Action ownership and evidence of improvement.
• Module 8 Financial Service Roleplay: Explaining a service and supporting access needs; Managing a complaint with appropriate referral; Completing an accurate customer interaction record.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied reference pack permitted; external internet and AI assistance prohibited.
• Individual applied assessment (45 minutes): Handle a simulated financial service enquiry and complaint, apply supplied verification controls and produce a clear record and specialist referral.
• Assessment criteria: Clarity and appropriateness of customer communication; Compliance with supplied privacy and authority controls; Accuracy of complaint and referral records.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Follow identity controls and avoid unauthorised financial advice.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed financial services customer experience skills; it does not confer banking, investment, insurance or credit advisory authorisation.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Suitable for financial service staff with basic product and process orientation. This programme does not qualify participants to provide regulated financial advice.Suitable for financial service staff with basic product and process orientation. This programme does not qualify participants to provide regulated financial advice.Suitable for financial service staff with basic product and process orientation. This programme does not qualify participants to provide regulated financial advice.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Review a fictional customer interaction and service procedure during a 25 minute preparation activity.Review a fictional customer interaction and service procedure during a 25 minute preparation activity.Review a fictional customer interaction and service procedure during a 25 minute preparation activity.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.