Bank of America are a global bank offering retail, small business and corporate banking services. The UK arm has a team who look after business clients.
The UK team who services the business and corporate clients wanted to offer the client services associates training to increase their confidence when dealing with clients – in particular difficult clients and promote a culture of continuous improvement.
We worked with the client to see what interactions the associates were currently having and how they felt they could be improved. We then wrote a program based on real life scenarios, using the products and services to help them see how they could improve what they were offering and also help them have the confidence to deal with situations more assertively. The best part of the training was a session we ran were they came up with ideas to implement to improve service in particular transactions. We then left these ideas with the client as a working “to do” list. This course was run multiple times in the UK and the expanded into Asia.
“Tracy Bedwell delivered excellent training to our Client Service associates here at Bank of America.
The successful delivery of our custom-made training programme was not just attributable to Tracy’s enthusiasm and knowledge during the sessions, but the months prior, working with us to create the right programme to meet our requirements.
Overall Associate Satisfaction hit 97% – a true indication of the programme’s success.”