Customer Relationship Management Programs

Waayeel Consulting conducted a comprehensive Customer Relationship Management (CRM) program for Dahabshiil Bank staff. The program aimed to equip the team with the necessary skills and knowledge to provide exceptional service to their customers. Through a blend of interactive workshops and practical exercises, participants learned effective communication strategies, how to handle challenging situations, and methods to exceed customer expectations.

Project Scope:

The project scope included:

  1. Designing a customized customer service training program tailored to Dahabshiil Bank's specific needs and objectives.
  2. Delivering interactive workshops covering various aspects of customer relationship management, including communication techniques, conflict resolution, and customer satisfaction strategies.
  3. Providing practical exercises and role-playing scenarios to reinforce learning and skill application in real-world situations.
  4. Offering ongoing support and resources to ensure the sustained implementation of learned techniques and continuous improvement in customer service delivery.

Key Activities:

Key activities undertaken as part of this project comprised:

  1. Collaborating closely with Dahabshiil Bank to understand their unique requirements and challenges in customer service.
  2. Developing tailored training materials and content aligned with the banking industry's best practices and customer service standards.
  3. Facilitating engaging workshops and training sessions for bank staff, utilizing a participatory approach to enhance learning and engagement.
  4. Conducting assessments and evaluations to gauge the effectiveness of the training program and identify areas for further development.
  5. Providing follow-up support and guidance to reinforce learning outcomes and ensure the successful application of skills in the workplace.


The Customer Relationship Management program delivered by Waayeel Consulting has equipped Dahabshiil Bank staff with the skills and knowledge necessary to deliver exceptional service to their customers. By focusing on effective communication, conflict resolution, and surpassing customer expectations, participants are better prepared to handle various customer interactions and contribute to overall customer satisfaction and loyalty. The success of the program underscores Waayeel Consulting's commitment to delivering tailored solutions that drive organizational excellence and support client success in delivering exceptional customer experiences.



Dahabshiil Bank International

Sponsored by

Board of Directors


1 Weeks
Client Background

Dahabshiil Bank International is a leading financial institution operating in Somalia and across the Horn of Africa region. Founded in 1970, Dahabshiil Bank has established itself as a trusted provider of banking and financial services, catering to the needs of individuals, businesses, and organizations.ring sustainable urban development in the region.

Client Testimonial

The training program on budgeting and PFM organized by Waayeel Consulting exceeded my expectations. The facilitators were highly knowledgeable professionals who used practical examples that made the concepts easy to grasp. My skills in budget planning, implementation and reporting have significantly improved. I now feel more empowered and confident to champion transparency and accountability in managing scarce public funds.

Mohammed Abdirizak

Senior Officer, Budget Department at the Ministry of Finance

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