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Jamaica National Money Transfer
The Challenge
The General Manager for Jamaica National in the UK, asked us to develop a customer service programme, aimed at frontline staff. Jamaica National are the number one money transfer company to the Caribbean, but were aware of a number of other company’s starting to penetrate their market share. The General Manager felt that the customer experience was a key problem that needed to be addressed.
What we did?
We had to develop a programme that was based on staff undertaking training at the end of the working day. We agreed that we had a 3 hour window of training.
The Learning Outcomes were:
• To understand the importance of improving the customer experience
• To understand how to create loyalty to the brand through customer care
• To ensure that staff were both knowledgeable and confident about the services provided
• To develop strategies for dealing with difficult customers
Prior to the classroom experience, we sent members of our team to mystery shop on 3 of their busiest locations, so that we had a good understanding of the experience. We sat down with the senior management team shared our findings and shaped our training based on agreed actions. The training used Enhance Customer Experience and we created bespoke questions and case studies for Jamaica National.
The results
• Sessions were well attended and there was very positive feedback from all attendees.
• Staff were able to feedback about how they were loyal to the company but felt very demoralised about how they had been treated. Management did listen to these concerns and made some key changes to improve communications
• Staff created a customer care charter that was endorsed by senior management and launched for the whole of the UK operation.
Our Training Portfolio
Customer Service training for a
money transfer company
