Inspired Workforce Performers® consultants worked with a group of senior Investor and Advisor Services representatives to further develop their service responses and service strategies.
The banking and finance industry cannot afford to be perceived to have ad hoc responses to common service complaints and issues because consistency, certainty and fairness are paramount in the banking customers mind.
Often service within the banking and investment sector has the defined principles in place and in some cases strong foundation with supporting service policies and procedures.
The magic that needs to occur to hold this together is consistent people management in being able to manage and measure service consistency and directly link this back to people’s role and responsibilities within the overall corporate service vision.
This service experience needs to be role modelled by managers who set the standards for their teams.
Colonial First State Investment believed in their people and invested in their managers by allowing them to create great strategies together.
Our consultant worked with the managers to co design a program to best suit their needs. This was not a walk in the park program and quite a few participants described being stretched.
The reaction from the Training and Development Manager working on this program was:
“We had another facilitator/consultant working with us, but De with it’s like coming out of an old Holden and into a Porsche!”