← Customer Service and Retail Banking Excellence

Complaints, difficult situations and the ten branch moments

Module 05 / 5 · 70 min

Handle complaints through a clear process with timelines, escalation and records, calm angry customers, and bring every skill together in the ten branch moment role plays scored with a service rubric.

In this module you will learn to

Follow a complaint process from receipt to resolution, with timelines, escalation and records
Calm an angry customer using a structured approach
Handle common branch problems such as failed transfers and captured cards
Perform the ten branch moment role plays and score them with a service rubric

Built on

Erudite Africa training module: Ethiopian Context, topic 1.i Customer Service and Retail Banking Excellence, Level 1 (October 2026)
Erudite Africa: Domestic Banking Operations course (teller, account and cash procedures)
NBE directives as listed in the lessons: NBE/INT/13/2026, ONPS/09/2023, SBB/72/2019; FCP/01/2020 and the KYC/CDD directive as reported
National Bank of Ethiopia Proclamation No. 1359/2025; Personal Data Protection Proclamation No. 1321/2024 (as reported)
National Financial Inclusion Strategy II (2021 to 2025)

Examples and companies are fictional. Bank practices are shown as typical Ethiopian practice, not as any one bank's policy. Always apply your own institution's approved policy and the current NBE directives.