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Enriching Premium Client Interaction

A regional bank and wealth management company offering personal banking, business banking, trust and wealth management services. They specialize in delivering personalized relationship-based service through preferred banking or trust offices on the US East and West Coasts, including San Francisco, Palo Alto, Los Angeles, Santa Barbara, Newport Beach, San Diego, Portland, Palm Beach, Boston, Greenwich and New York City.


Challenge

Due to the competitive overall landscape within the banking industry, and their own desire to be at the top of their game, the client was looking to enhance their customer service skills to advanced levels.


Solution

We created a custom designed, highly interactive, day long training session focused on client touch points throughout the customer experience life-cycle. This training reached nearly 600 bank associates.


Results

Building upon existing service themes, this training renewed enthusiasm and engagement for associates and generated a blueprint for the management team to further develop a culture of service excellence.