Customer Service

CLIENT: International Banking: to become the 'best bank in Africa' ... ambitious, multi-media programme ... more pleasant and professional ... job satisfaction skyrocketing.

As part of the bank's efforts to become the ‘best bank in Africa', members of the Hiltrain team designed and developed an ambitious, multimedia training programme consisting of paper-based open learning, interactive CD-ROM, workshops and an accreditation scheme. The training was delivered to all corporate and personal customer-facing staff across the continent.

The results exceeded all expectations.

During the roll-out phase, customers in branches where there had not yet been training were asking staff why their colleagues in other branches (where there had been training) were so much more pleasant and professional. This created even further demand for the programme.

Feedback from trained staff, too, was enormously positive. People told us that our training changed their whole attitude to work and that their job satisfaction was skyrocketing.