Offshore Private Bank Customer Service Programme

Background

We were appointed by our client to deliver a number of Unsurpassed Customer Service Programmes to its team members in the Cayman Islands in order to achieve the following objectives:

  • Enhancing the key messages and outputs of previous Unsurpassed programmes.

  • Creating Unsurpassed thinking and managing by the Line Managers.

  • Bringing clients to the forefront of the minds of the Administrators.

  • Improving the efficiencies of the service currently provided to internal and external clients.

  • For all team members attending the training programmes to understand their own role they play in achieving the “wow” factor for each client during all differing types of communication eg. Verbal and written.

  • To generate a client focused attitude amongst all team members.

  • Delivering consistent service excellence to all clients.

Approach

The training programmes contained a mix of factual business results, theory, discussion, practical activities to encourage delegates to think and react to requests in a different way and the formation of an action plan that has since been used in every monthly 1:1 with their line manager.

Feedback

  • A very useful course that should focus everyone towards their “unsurpassed” objectives ahead of semi-annual reviews.

  • Very satisfied with the workshop and the trainer.

  • Found it very useful and beneficial even though I don’t work with clients directly.

  • It gave me a picture of the other side of the fence.

  • Good stuff – now we can take it back with us to implement

  • This training was great and very informative – thank you.

Implementation into the live environment

Delegates have implemented their action plans in a number of different ways, following the training. The key points of the programme now form part of their monthly 1:1’s, Managers KPI’s now contain the principles and further survey results from their customers will be issued every 6 months.

BankingRoss Taylor