|
Case
Study: Building
internal
capabilities to
sustain
company-wide
best practices
Challenge
One of the
oldest and most
successful banks
in the US
recognized that
to remain
competitive,
they needed to
establish
throughout the
company a set of
People Skills
representing
stellar sales
and service
practices. The
target audience
was huge and
varied and
included
tellers,
customer service
representatives,
branch managers,
middle and
senior managers.
An additional
challenge was
the bank’s
vision to have
the training
delivered by
their own line
management, who
in most cases
had no
professional
training
experience.
Solution
Dynamic
Training Source
was selected to
be part of an
elite team to
conduct
"Train-the-Trainer"
sessions to
transform line
managers into
dynamic and
effective
certified
trainers of the
Sales and
Service
curriculum.
This required us
to become
conversant in
the language of
banking and its
various job
functions while
at the same time
building the
training skills
and knowledge of
banking
professionals.
The success of
our working
relationship
with this client
has spanned four
years and is
ongoing.
Results
-
Excellent
evaluations
of all
Dynamic
Training
Source
sessions
-
Certified
hundreds of
non-professional
trainers to
effectively
facilitate
the Sales
and Service
curriculum
-
Sales and
Service
standards
now
well-embedded
in all areas
of the bank
|
