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.
After Successfully completing the course, trainees will be able to understand the importance of identifying and addressing customer needs, apply problem-solving skills effectively, and communicate professionally to ensure the delivery of exceptional service that enhances customer satisfaction and aligns with the bank’s standards.
What you will learn
Apply effective communication skills when interacting with banking customers.
Identify and accurately interpret customer inquiries and needs.
Handle customer complaints in accordance with bank policies and procedures.
Apply structured problem-solving techniques in customer service situations.
Deliver clear and understandable banking information to customers.
Evaluate the quality of customer communication and improve service performance.
Provide professional service that enhances customer satisfaction and loyalty.
Curriculum
7 modules
- 01Applying Effective Communication Strategies with Customers and Colleagues for Professional Interaction
- 02Applying Bank Policies in Handling Customer Inquiries
- 03Analyzing Customer Needs and Inquiries to Provide Customized Solutions
- 04Evaluating Communication Effectiveness and Improving Methods in the Workplace
- 05Designing Effective Communication and Response Plans to Strengthen Customer Relationships
- 06Developing Effective Problem-Solving Strategies through Active Listening and Empathy
- 07Enhancing Customer Satisfaction and Handling Service Challenges Effectively
Who it is for
- Banks Customer Service Employees
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).
