The three-day Customer Service Excellence Training Programme was successfully conducted from 16–18 March 2026, bringing together a total of 13 participants from across the banking sector, including 10 from Bank of Bhutan Limited (BoBL), 2 from Druk PNB Bank, and 1 from Bhutan Insurance Limited (BIL).
The programme was designed to strengthen participants’ customer service capabilities and enhance their ability to deliver consistent, high-quality service. Key areas covered included customer psychology, effective communication skills, handling difficult customers, conflict resolution, product knowledge, customer experience management, emotional intelligence, and service recovery strategies.
The sessions were highly interactive, incorporating practical exercises, discussions, and real-life case scenarios to ensure experiential learning. Participants actively engaged in activities focused on problem-solving, teamwork, and building empathy, enabling them to better understand and respond to customer needs.
The training concluded with a focus on continuous improvement and feedback mechanisms, encouraging participants to apply the learning in their respective organizations. Overall, the programme was well-received, with participants gaining valuable insights and practical tools to enhance customer satisfaction and service excellence in their institutions.