When Be Learning got a knock on the door asking for help to lift customer satisfaction we knew we needed to develop an innovative and creative learning experience.

THE CHALLENGE

Research indicated that great customer employee engagement can exponentially drive operational and financial performance and as a result the bank understood that their tellers needed to provide excellent customer service at the first point of contact.

THE BE LEARNING JOURNEY

We listened to managers and tellers to understand what limited or motivated them to delight customers. The results of this research lead to an exclusively developed board game.

Tellers were placed in teams and were educated to;

• Understand what is ‘delighting’ as opposed to simply ‘satisfying’.
• Enable participants to connect with themselves allowing them to connect with customers.
• Obtain practical skills for dealing with customer’s emotions and behaviours.
• Gain confidence to spot opportunities and achieve greater quality referrals.

The game honed participant’s techniques to adapt to differing customer styles, deal with objections, diffuse emotions and create customer referrals in addition to allowing tellers to relive stories of customer interactions and learn through a collective experience.

The program was a great success with participants highly motivated and energised as a result. They transferred their new skills to their colleagues which led to tangible results with respect to customer service within their branches. Be Learning was subsequently engaged to implement training programs for personal bankers.