Opportunity Banks in the Middle East are seeking to differentiate themselves from their competitors by providing excellent customer service. BMI aimed to become the best bank for customer service in Bahrain.
Approach MSB began by assessing how BMI’s customer service was perceived by staff, customers and other stakeholders. We used the findings to design and deliver targeted sales and customer service training courses for frontline staff, and an ‘Enhanced Sales’ programme for senior and branch management.
MSB also designed and facilitated a certificated ‘Train-the-Trainer’ programme. This saw 8 bank staff trained to be internal ‘Sales and Customer Service Champions’, charged with implementing first class sales and customer service techniques in BMI’s day-to-day operations.
Impact The training programmes led to increased sales, an improved reputation for customer service and greater professionalism within BMI’s sales teams.
“We have been very impressed with the high levels of training and service provided by MSB”.