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Offshore Private Bank Customer Service Programme
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 set objectives.
Objectives
Enhancing key messages
Enhancing the key messages and outputs of previous Unsurpassed programmes. Bringing clients to the forefront of the minds of the team member.
Improving efficiency
Creating Unsurpassed thinking and managing by the line managers. Improving the efficiencies of the service currently provided to internal and external clients.
Delivering service excellence
Bringing clients to the forefront of the minds of all team members. Delivering consistent service excellence to all clients, no matter what the situation.
Delivering the 'wow-factor'
Understanding the role they play in achieving the “wow” factor for each client. To generate a client-focused attitude amongst all team members.
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."
"Good stuff – now we can take it back with us to implement."
"Found it very useful and beneficial even though I don’t work with clients directly."
Implementation
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 1:1s, Managers’ KPIs now contain the principles and further survey results from their customers will be issued every 6 months.