Mauritius Commercial Bank
Client Satisfaction Research & Leadership Training
Opportunity
Mauritius Commercial Bank asked MSB to conduct research and deliver a training programme which would enable it to become the region’s leading bank for corporate and private banking.
Approach
We began by meeting our client’s corporate and private banking customers in order to understand their views of MCB’s customer service and products. After analysing the results, we designed a comprehensive training strategy aimed at improving the bank’s communication with clients, its leadership style and its customer service.
Impact
The strategy was launched at a 2 day workshop for the 40 most senior managers within the bank. Once implemented, the new strategy led to an increase in the bank’s corporate and private banking clients, and the return of former corporate and high net worth customers.
