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Personal and retail banking

Providing excellent customer service and equipping your customer-facing staff with the skills and knowledge they need to do their jobs effectively has never been more important given the current banking environment.  We focus on developing the skills of customer-facing staff within their genuine work environment and facilitating the transfer of learning to the workplace.  Working in close partnership with our clients, we build these essential skills based around our clients’ specific organisational and commercial context, ensuring our learning solutions are closely aligned with their systems and processes, and fully embedded in their culture and way of doing business.  This way, we ensure your people better deliver on their personal responsibilities to the business by drawing on relevant and practical skills.

Our areas of expertise include:

  • Commercial decision making
  • Customer interview skills
  • Diversity awareness
  • Doing business with conscience
  • Drivers of bank performance
  • Effective business writing
  • Emotional maturity
  • How banks make money
  • How the financial markets operate
  • Humility and authenticity
  • Identifying business opportunities
  • Influencing for success
  • Introduction to the financial services industry
  • Introduction to retail banking
  • Making a personal impact
  • Managing yourself and others
  • Matching products to customer needs
  • Personal courage and confidence
  • Personal effectiveness
  • Personal identity, values and visioning
  • Personal presence and impact
  • Preparing for new responsibilities
  • Re-engaging and re-building trust with the customer
  • Understanding the external environment and its impact on your bank and you
  • Understanding the external environment and its impact on your bank and your customer.