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HHMFB CUSTOMER SERVICE REPRESENTATIVE ONBOARDING COURSE
Welcome to HHMFB
Introduction to HHMFB’s mission, vision, and values
Overview of HHMFB’s financial services and customer base
The role of customer care in HHMFB’s success
Key Takeaways from this Module
Understanding HHMFB’s Products and Services
Overview of financial products (loans, savings, etc.)
Key features and benefits of each product
Frequently asked questions from customers
Key Takeaways from this Module
Customer Service Excellence
Fundamentals of excellent customer service
Effective communication skills (phone, email, in-person)
Managing difficult customers and conflict resolution
Understanding customer needs and providing solutions
Key Takeaways from this Module
HHMFB Communication Channels & Tools
Overview of CRM and customer support tools used
Proper documentation and call/email etiquette
Handling complaints and escalation procedures
Key Takeaways from this Module
HHMFB Policies and Compliance
Data privacy and confidentiality policies
Ethical guidelines and customer rights
Anti-fraud measures and regulatory compliance
Key Takeaways from this Module
Performance Metrics and Expectations
KPIs for customer care representatives
Handling service-level agreements (SLAs)
Feedback and continuous improvement
Key Takeaways from This Module
Practical Scenarios & Case Studies
Role-playing exercises for handling different customer queries
Real-life case studies on problem-solving
Team collaboration in customer support
HHMFB CSR ONBOARDING ASSESSMENT
Assessment
Ethical guidelines and customer rights
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