Welcome
Before You Begin
Let's Gauge Your Current Knowledge
Here’s What You Stand To Gain
Exploring The Moniepoint Culture
Understanding The CS Role
Your Work Tools & Moniepoint Product Offerings
Learning Check
Introduction to Active Listening
Fundamentals of Active Listening
Categories of Active Listening Techniques
Non-Verbal Techniques
Verbal Techniques
Introduction to Handling Difficult Customers Interaction
Fundamentals of Difficult Customers
Strategies To Employ When Handling Difficult Customer Interaction
Introduction to Managing Customer Complaint
Information on Customer Complaint
Steps To Implement When Handling Customer Complaints
Check In
Conflict in Customer Interactions
Conflict Resolution
Benefits of Conflict Resolution
The Thomas-Kilmann Conflict Model
Strategies for Resolving Customer Conflicts
Key Takeaways for Enhanced Customer Experience
Learning Check
How To Carry Out Basic Actions on The POS
Front Office: How To Navigate Frequent POS Inquiries/Challenges
Moniepoint Business Account & KYC Levels
Moniepoint Personal Account & KYC Levels
Moniepoint Saving Plans - Flexible Savings Plan
How-to: Top Up, Withdraw, Manage & Cancel Flexible Savings Plan
Moniepoint Saving Plans - Locked Savings Plans
How-to: Top Up, Manage & Cancel/Break Locked Savings Plan
Moniepoint Saving Plans - Fixed Savings Plans
How-to: Manage & Break Fixed Savings Plan
Loan and Overdraft Process at Moniepoint
Working Capital Loan and Payout
Learning Check
Possible Issues with Transfer Transactions and How To Resolve Them
How To Resolve Issues with Recurring Transfer
How To Initiate Bulk Transfers
How To Monitor the Progress Of a Bulk Transfer
How To Approve Transfers Initiated by Accountants
How Withdrawal & Purchase Transactions Are Carried Out
How To Escalate, Resolve Withdrawal & Purchase Disputes
How To Resolve Issues with Airtime and Bill Payments
How To Resolve Issues with Card Transfer
How To Resolve Issues with POS Transfer
The Business Owner Ranking System
Learning Check
Carrying Out Processes/Tasks on Zendesk
How to Escalate on Zendesk
Introduction to Moniedesk
Moniedesk Modules
How To Escalate Issues
Common Workflow Issues Customers Face
Back Office Guide
Learning Check
