CONTINUING BANKING EDUCATION TRAINING PROGRAMMES

TELLING Duration: 5 days OBJECTIVE The objective of this course is to give participants an opportunity to understand: • Quality Customer Service. • Telling Procedures. • Risks associated with telling. The telling course is recommended to be conducted by individual banks as an in-house training for tellers. CONTENT The programme will include the following: (i)  What is Quality Customer Service?      • Service Success/Failures.      • Customer Relations.      • Four Service Approaches.      • Why Quality Service is too Important.      • Case Study.      • Customer Needs.      • Why Companies Lose Customers.      • Difficult Customers.      • Handling Customer Complaints.      • Surprise your Customers. Product Knowledge Telling Procedures (ii)  Teller’s Responsibilities.       Beginning/During the day.      - Withdrawal from strongroom.      - Movement of cash box from strongroom.      - Receiving cash from customers, strongroom and other tellers.      - Negotiable instruments-cheques, crossings and endorsements.      - Receiving cheques and other instruments.      - Paying cash to customers, other tellers and into the strongroom.        End of the day.        - Balancing cash.        - Checking by cash officer.        - When cash does not balance.        - Movement of cash box into strongroom. (iii)  Other Issues.       - Cash change transactions.       - Stop payment list.       - Claims of shortage by customers.       - Handover of cash/absence of teller.       - Frauds and forgeries. Robbery and Hold up Security Procedures. TARGET GROUP Clerks. FORMAT To be determined by individual banks.