Pensions and Retirement Training Course on Customer Service in Pension Schemes

Module 1: The Role of Customer Service in Pension Administration
Importance of customer service in pension fund sustainability
Understanding the member journey and lifecycle touchpoints
Customer expectations and trust-building in pension communication
Linking service quality to compliance and reputation management
Case study: Improving service outcomes through member-centric approaches

Module 2: Communication Skills and Member Interaction Techniques
Professional communication and empathy in pension service delivery
Active listening, questioning, and response structuring
Managing difficult conversations and emotional situations
Writing clear and compliant correspondence to members
Practical exercise: Simulating member inquiry and response scenarios

Module 3: Managing Inquiries, Complaints, and Grievances
Classification of inquiries and complaints in pension schemes
Standard operating procedures for complaint management
Legal and regulatory requirements for grievance handling
Root cause analysis and continuous improvement from feedback
Workshop: Designing a complaint resolution framework for pension members

Module 4: Service Quality Measurement and Performance Management
Setting service standards, KPIs, and turnaround times
Monitoring call centre and service desk performance
Conducting service audits and satisfaction surveys
Using data analytics to identify service trends and improvement areas
Case study: Implementing a service quality improvement plan in a pension fund

Module 5: Digital Service Channels and Continuous Improvement
Leveraging online portals, chatbots, and mobile platforms for member engagement
Integrating digital service channels with core pension systems
Personalization and automation in member communication
Building a service excellence culture within pension organizations
Capstone workshop: Developing a customer service strategy for a pension scheme