Community Bank PLC organised a day-long training programme titled “Customer Service Excellence: Winning Hearts, Building Trust” for its employees as part of efforts to strengthen customer-centricity across the bank.
The training was held on Sunday at the bank’s Training Academy, inaugurated by Managing Director Mohammed Emtiaz Uddin in the presence of Chief Operating Officer Shamsul Haque Sufyani, Chief Human Resources Officer SGA Alif-Ul-Huq Akash and senior officials, said a press release on Tuesday.
The Managing Director highlighted the “3H Model – Head, Heart and Hands,” where ‘Head’ represents knowledge and sound judgement, ‘Heart’ represents care and empathy, and ‘Hands’ represents effective execution and service delivery. The training covered customer needs and expectations, customer experience, touchpoints, relationship building, professional behaviour, complaint management and service recovery.
Practical exercises and role plays were conducted on customer greeting, handling high customer volume and waiting-time pressure, managing difficult customers and telephone etiquette.
The sessions were conducted by experienced internal and external resource persons. The programme marked the first batch of a broader training initiative, with further batches to be organised sequentially.
