This certificate is awarded jointly by the Professional Development Institute (PDI) and the Association of Banks in Jordan (ABJ).
Certificate overview
This certificate is designed for professionals working in customer service within the banking sector. It enables participants to learn effective methods for handling customer inquiries and resolving issues in accordance with the bank’s policies and procedures.
The certificate aims to enable bank customer service employees to develop their skills in analyzing and solving simple problems effectively by applying critical thinking techniques and a systematic approach to everyday issues, thereby improving service quality and enhancing customer satisfaction.
The training combines theoretical knowledge with practical application through case studies and real-life examples from the banking sector.
What you will learn
Understand customers’ clear and hidden demands through the analysis of customer data and behavior.
Effectively use data collection and analysis tools (such as surveys, feedback, and records).
Design customized marketing offers based on a deep understanding of customer characteristics.
Develop digital and direct marketing strategies that rely on modern channels.
Enhance marketing communication skills and build long-term relationships with customers.
Analyze marketing campaign results and adjust them to achieve greater satisfaction and loyalty.
Curriculum
5 modules
- 01Identifying and Analyzing Customer Needs and Designing Customized Marketing Offers
- 02Developing Innovative Customer-Centric Marketing Strategies
- 03Using Digital and Direct Marketing Tools to Enhance Engagement and Customer Experience
- 04Developing Marketing Communication Skills with Customers
- 05Analyzing Marketing Campaign Performance and Improving Customer Loyalty
Who it is for
- Customer service employees in the banking sector of different rankings
Eligibility requirements
Applicants must:
- Hold a degree from a recognized educational organization.
- Have professional experience in the field.
- Sit for and pass the certification examination.
- Adhere to the Professional Development Institute (PDI) Code of Ethics.
Exam Requirements
Online Examination will need to be sat under controlled conditions at a PDI accredited centre.
- 70% passing grade
- Exam available in a range of different languages
- 3 Hours duration
- The examination is offered in multiple languages to support international candidates.
- All candidates are required to sit for their exam at an accredited PDI Test Centre.
- The exam duration is (2) hours.
- Each exam consists of 50 multiple-choice questions (MCQs).
