Multinational bank with $27 billion in deposits.
This Banking Company had made tremendous upgrades in order to improve their branding and their facilities, and to put more separation between sales and service within branches. Despite these advances they saw the need to undergo a significant change in their customer service.
Dale Carnegie Training formulated a training plan that included a half-day for top management, a 5 day immersion for all of the Branch Managers "change agents", followed up with 9 monthly half-day sessions for all of the Branch Managers. Each session focused on a theme that became the core of the training in each of the branches.
Financial results for the bank were very impressive. Customer's deposits were up 25 % from $21.6 billion to $27 billion, and income from banking services climbed 18% from $102.7 million to $121.0 million.