What you'll learn:

    1. Welcome

    2. Before You Begin

    3. Let's Gauge Your Current Knowledge

    1. Here’s What You Stand To Gain

    2. Exploring The Moniepoint Culture

    3. Understanding The CS Role

    4. Your Work Tools & Moniepoint Product Offerings

    5. Learning Check

    1. Introduction to Active Listening

    2. Fundamentals of Active Listening

    3. Categories of Active Listening Techniques

    4. Non-Verbal Techniques

    5. Verbal Techniques

    6. Introduction to Handling Difficult Customers Interaction

    7. Fundamentals of Difficult Customers

    8. Strategies To Employ When Handling Difficult Customer Interaction

    9. Introduction to Managing Customer Complaint

    10. Information on Customer Complaint

    11. Steps To Implement When Handling Customer Complaints

    12. Check In

    13. Conflict in Customer Interactions

    14. Conflict Resolution

    15. Benefits of Conflict Resolution

    16. The Thomas-Kilmann Conflict Model

    17. Strategies for Resolving Customer Conflicts

    18. Key Takeaways for Enhanced Customer Experience

    19. Learning Check

    1. How To Carry Out Basic Actions on The POS

    2. Front Office: How To Navigate Frequent POS Inquiries/Challenges

    3. Moniepoint Business Account & KYC Levels

    4. Moniepoint Personal Account & KYC Levels

    5. Moniepoint Saving Plans - Flexible Savings Plan

    6. How-to: Top Up, Withdraw, Manage & Cancel Flexible Savings Plan

    7. Moniepoint Saving Plans - Locked Savings Plans

    8. How-to: Top Up, Manage & Cancel/Break Locked Savings Plan

    9. Moniepoint Saving Plans - Fixed Savings Plans

    10. How-to: Manage & Break Fixed Savings Plan

    11. Loan and Overdraft Process at Moniepoint

    12. Working Capital Loan and Payout

    13. Learning Check

    1. Possible Issues with Transfer Transactions and How To Resolve Them

    2. How To Resolve Issues with Recurring Transfer

    3. How To Initiate Bulk Transfers

    4. How To Monitor the Progress Of a Bulk Transfer

    5. How To Approve Transfers Initiated by Accountants

    6. How Withdrawal & Purchase Transactions Are Carried Out

    7. How To Escalate, Resolve Withdrawal & Purchase Disputes

    8. How To Resolve Issues with Airtime and Bill Payments

    9. How To Resolve Issues with Card Transfer

    10. How To Resolve Issues with POS Transfer

    11. The Business Owner Ranking System

    12. Learning Check

    1. Carrying Out Processes/Tasks on Zendesk

    2. How to Escalate on Zendesk

    3. Introduction to Moniedesk

    4. Moniedesk Modules

    5. How To Escalate Issues

    6. Common Workflow Issues Customers Face

    7. Back Office Guide

    8. Learning Check

About this course

  • Free
  • 62 lessons
  • 1 hour of video content