Following on from the well-received Call Centre Systems Training we did earlier in the year, we are now working on the branch systems at Co-op Bank to produce training that helps staff deal with in-branch customer service.
The training will improve the all-round learner experience and will be centred on ‘new-to-role’ staff.
The aim is to have a ‘safe’ environment for branch staff to practice with our suite of fictional customers – and to help them hone customer service skills in-line with understanding and navigating their systems.
We plan to go live in July, so we’ve got to move fast!
Update since: read a case study on our work to improve bank branch training for Co-op.