Attachment
Challenge:
Till very recently, sale and queries related to loan-products were handled by a special executive positioned at some of the branches. Customers with loan-related queries were directed to this executive who was well-trained on this subject. However, this strategy was proving to be a bottleneck for the bank, in providing superior and prompt service to their customers. Therefore, they decided to upgrade the skills and knowledge of all their executives at the branches so that loan-related queries could be handled by all the executives, thereby enhancing customer experience. Enhance was asked to develop a training module on loans.
Solution:
Enhance started developing the module with a clear strategy: Develop a module which would not only provide knowledge about the loan products sold by the bank but would also help the executives use their knowledge to deal with customers and their queries effectively.
The module began with a catchy opener which established the need for learning about loan products: that the Selling process should begin immediately when the need is felt and should not be delayed.
Learners were provided an overview of how banks earn money, thereby establishing the importance of their role in selling loans to customers.
Each loan product, and its features, was explained in detail with the help of graphics and quizzes. Then, interactive real-life scenarios between executives and customers were presented to help learners experience the "real thing".
Descriptive feedback was provided with each scenario to make the learning more comprehensive.
This module is live and is being used to train employees at the bank branches.
Photo:
http://www.prlog.org/
