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Leading Global Bank

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Leading Global Bank

As more customers start to leverage online and mobile banking, customers are growing to expect a high standard of personalised engagement across all channels. In line with this, financial institutions that emphasise omnichannel customer support, and create customised experiences across all touchpoints are expected to see the most significant rise in revenue and brand loyalty. 

Client

Our client is a global provider of financial services, and are currently the only bank to have a presence in all ten (10) ASEAN markets. Scicom were engaged to provide customer engagement training to our client’s Malaysia-based Integrated Middle Office (IMO) staff to ensure that they were able to communicate effectively, and provide quality customer service to their commercial and corporate customers.

SOLUTIONS PROVIDED
Customer Service Fundamentals: Development of core customer service capabilities among support staff including building trust with customers, being courteous, tactful reasoning and empathy
Conversation Structuring Skills: Structuring customer conversations to achieve previously set goals - support staff learnt how to convey requirements to customers and probe/re-affirm information
Email Writing Fundamentals: Participants were made to understand the importance of planning when writing emails, the basics of email etiquette, and the components of effective email messages
Barriers to Email Communication: This module focused on the barriers that are typically experienced in two areas of email writing - email format and message content
KEY outcomes
Exceptional client engagement skills
Ability to engage with clients to create positive customer experiences, while also conveying professionalism through the appropriate use of language, tonality, speed, pitch and inflection
Email writing best practices
Ability to write clear and well-structured professional emails, while also customising emails to a client’s specific needs
Results

111

111 FTEs trained over course of programme

40%

40% increase in knowledge of customer service fundamentals across all participants