Bank Welcome Desk Program

Course Overview:

The Bank Welcome Desk Program prepares individuals to serve as the face of the bank — delivering excellent customer service, handling basic transactions, and providing guidance to walk-in customers. This program focuses on soft skills, process knowledge, communication, and first-touch resolution strategies.

Course Content

Chapter 1) Introduction to the Bank Welcome Desk Role

1.1) Importance of the front desk

01:30
1.2) Overview of responsibilities

01:11
1.3) First impressions in customer service

07:04
Mock Test for chapter 1

Chapter 2) Banking Products & Services Overview

Chapter 3) Greeting and Handling Customers Professionally

Chapter 4) Managing Queries and Directing Customers

Chapter 5) Handling Forms, Tokens & Queues

Chapter 6) Escalation, Feedback & Follow-Up Etiquette

Chapter 7) Mock Test

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growitt2023

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Price:Free
Instructor:growitt2023
Lessons:18
Students:2
Level:Beginner

Course Content

Chapter 1) Introduction to the Bank Welcome Desk Role

1.1) Importance of the front desk

1.2) Overview of responsibilities

1.3) First impressions in customer service

Mock Test for chapter 1

Chapter 2) Banking Products & Services Overview

2.1) Basic account types and features

2.2) Loans, deposits, and cards

2.3) Digital banking services

Chapter 3) Greeting and Handling Customers Professionally

3.1) Body language, tone, and dress code

3.2) Effective listening and polite communication

3.3) Handling different types of customers (elderly, disabled, rural, urban)

Chapter 4) Managing Queries and Directing Customers

4.1) Identifying customer needs quickly

4.2) Redirecting to the right department

4.3) Tracking customer footfall and logging visits

Chapter 5) Handling Forms, Tokens & Queues

5.1) Know your forms: Account opening, cheque drop, complaint, etc.

5.2) Managing tokens and waiting areas

5.3) Coordinating with branch staff efficiently

Chapter 6) Escalation, Feedback & Follow-Up Etiquette

6.1) When and how to escalate issues

6.2) Recording feedback and complaints

6.3) Following up for service closure

Chapter 7) Mock Test

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Bank Welcome Desk Program

Course Content

Chapter 1) Introduction to the Bank Welcome Desk Role

1.1) Importance of the front desk

1.2) Overview of responsibilities

1.3) First impressions in customer service

Mock Test for chapter 1

Chapter 2) Banking Products & Services Overview

2.1) Basic account types and features

2.2) Loans, deposits, and cards

2.3) Digital banking services

Chapter 3) Greeting and Handling Customers Professionally

3.1) Body language, tone, and dress code

3.2) Effective listening and polite communication

3.3) Handling different types of customers (elderly, disabled, rural, urban)

Chapter 4) Managing Queries and Directing Customers

4.1) Identifying customer needs quickly

4.2) Redirecting to the right department

4.3) Tracking customer footfall and logging visits

Chapter 5) Handling Forms, Tokens & Queues

5.1) Know your forms: Account opening, cheque drop, complaint, etc.

5.2) Managing tokens and waiting areas

5.3) Coordinating with branch staff efficiently

Chapter 6) Escalation, Feedback & Follow-Up Etiquette

6.1) When and how to escalate issues

6.2) Recording feedback and complaints

6.3) Following up for service closure

Chapter 7) Mock Test

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