Concluded its three-day training programme on Fundamentals of Banking Operations & Service Excellence for its employees of Bhutan Development Bank Ltd., marking the third cohort of this initiative. Participants gained a thorough understanding of core banking principles and strategies to enhance customer service delivery, aligning with the program’s focus on operational excellence and service quality.
Participants explored the importance of Customer Analysis and learned about Quality Service Dimensions and the significance of product knowledge in delivering exceptional service. Communication skills for sales representatives were emphasized, along with insights into Know Your Customer (KYC) practices and foundational principles of Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT).
The training included an overview of the banking sector, detailing the role of banks in the economy and various types of operations, such as retail, corporate, and investment banking. Core banking functions, account management, account opening processes, and transaction processing