The Task

The client, the third largest bank in India, was keen to take its Customer Service to the next level by training its staff on soft skills and essential customer service skills.

The Solution

Centum Learning partnered the client to design learning & development solution aimed at sensitizing bank employees towards customer service and to help them deliver customer service of highest standards, consistently. Under the programme, key focus is on the following skill areas:

  • General customer etiquette
  • Sales orientation
  • Teaming between officers, clerical staff and sub-staff to deliver business objectives
  • Serving internal customers
  • Improving attitude & interaction with internal customers

The training programme would impact several key role holders from across hierarchies including bank officers, clerical staff and subordinate staff

Project phases

The Result

The learning intervention was designed to impact 57,500 employees at 5,247 bank branches across India and training programmes are underway across multiple locations.