It’s not every day that 40 mid- and junior-level employees leave their daily routines behind to attend a training session, only to return to their workplaces as more confident, empathetic, and empowered professionals. But that’s exactly what happened when NMB Bank teamed up with Learn Infinity for the transformative “Customer Service Excellence Champion” program.
Held in the heart of Kathmandu, this intensive training wasn’t just about skilling employees—it was about reshaping how they approach their roles, interact with customers, and tackle workplace challenges.
With 91% of participants reporting increased confidence in handling customer complaints, 87% gaining clarity on customer service vs. customer experience, and 74% showing improved emotional intelligence, the training has already made a profound impact.
But how did this transformation happen? Here’s a closer look at the program that’s redefining customer service standards at NMB Bank.
Why the Training Was Needed: Insights from the Ground
Customer service is more than solving problems—it’s about creating positive, memorable experiences that keep customers coming back. However, as the pre-training assessment revealed, employees at NMB Bank faced several challenges that hindered their ability to deliver this level of service.
Key Challenges Uncovered
Through surveys, focus group discussions (FGDs), and interviews with employees, branch managers, and HR, Learn Infinity uncovered several roadblocks:
These challenges were compounded by variability in service standards across branches, as revealed by a detailed mystery shopping exercise. While some branches, like Putalisadak, excelled in greeting customers and demonstrating empathy, others showed gaps in staff engagement, fee disclosure, and upselling efforts.
Bridging the Gaps: Designing a Tailored Curriculum
Armed with these insights, Learn Infinity crafted a comprehensive curriculum to address the challenges head-on. The training focused on building technical skills, refining emotional intelligence, and fostering a culture of collaboration and growth.
Program Highlights
Customer Service Excellence:
- Techniques to handle complex interactions with grace and professionalism.
- Customer Journey Mapping: Helping employees understand and anticipate customer pain points.
- Strategies for upselling and cross-selling, explained through relatable, real-world examples.
Leadership and Personal Growth:
- Confidence-building exercises, such as public speaking drills.
- Stress management techniques like deep breathing and mindfulness.
- Using emotional intelligence to foster better relationships with customers and colleagues.
Technical and Digital Skills:
- Training on digital banking tools and troubleshooting common issues.
- Understanding compliance requirements like AML/CFT regulations.
Interactive Learning:
- Scenario-based role-playing to practice resolving customer complaints with empathy.
- Workshops on analyzing customer feedback and turning it into actionable improvements.
- Activities like token system simulations to improve queue management.
In the Training Room: A Day of Transformation
So in our training room, you’ll see the magic unfold. On one side, a group of employees is engaged in a role-playing exercise. A participant acts as a frustrated customer, voicing complaints about delays and miscommunication, while another plays the role of a customer service representative, working through the scenario with empathy and patience. The exercise sparks lively discussions, laughter, and moments of clarity as participants uncover new strategies for handling tough situations.
In another corner, employees gather around a whiteboard for a customer journey mapping workshop. They sketch diagrams, pinpoint pain points, and brainstorm ways to enhance the overall experience. Each insight feels like a small victory as participants begin to see customer interactions from a new perspective.
What Participants Gained
The training wasn’t just about theory—it was about providing participants with tools they could use immediately. By the end of the session, employees walked away with renewed confidence and a deeper understanding of their roles.
Key Takeaways
- Improved Customer Interactions:
- Employees learned how to personalize their service and address complaints more effectively.
- Techniques like adapting communication styles and using customer feedback were reinforced.
- Enhanced Emotional Intelligence:
- With 74% of participants improving their understanding of EI, the training emphasized empathy and composure in high-pressure situations.
- Practical exercises helped participants stay calm and focused when dealing with difficult customers.
- Streamlined Processes:
- Participants explored strategies for managing high workloads and reducing inefficiencies.
- Tools to improve queue management and digital service delivery were introduced.
- Leadership Development:
- Confidence-building activities prepared employees for public speaking and team collaboration.
- Role-playing exercises honed their ability to resolve conflicts and foster teamwork.
Participant Feedback: A Mix of Inspiration and Ideas
The training received overwhelmingly positive feedback from participants, many of whom praised its practicality and relevance.
What Participants Loved
- “The real-life examples made everything so relatable and easy to apply.”
- “I finally understand the difference between customer service and customer experience.”
- “The techniques for upselling and cross-selling were a game-changer for me.”
Ideas for Improvement
- Video Tutorials: Participants suggested supplementing the sessions with videos on digital tools and processes.
- Onboarding Training: A more structured onboarding process for new employees was recommended.
- KPI Clarity: Many called for better communication about performance metrics and appraisal systems.
The Path Forward: Sustaining Excellence
Learn Infinity and NMB Bank recognize that training is just the first step. To ensure the impact of the program endures, they’ve outlined several next steps:
- Regular Follow-Up Sessions: Periodic training to reinforce key concepts and introduce new skills.
- Interactive Resources: Developing video tutorials and online modules for continuous learning.
- Improved Appraisal Systems: Refining metrics to ensure fairness and transparency, boosting motivation.
- Enhanced Feedback Mechanisms: Integrating participant feedback into future programs for continuous improvement.
A Milestone in Customer Service Excellence
The “Customer Service Excellence Champion” program was more than a training—it was a turning point for NMB Bank and its employees. By focusing on practical applications, fostering emotional intelligence, and addressing real-world challenges, the program empowered participants to deliver exceptional service with confidence and empathy.
As one participant put it, “This training wasn’t just about learning techniques—it was about becoming better versions of ourselves, for our customers and our teams.”
With 91% of participants reporting increased confidence, 87% gaining clarity on service fundamentals, and 74% showing improved emotional intelligence, NMB Bank is well on its way to setting new benchmarks in customer service.
This journey doesn’t end here—it’s a foundation for a brighter future where employees are champions, customers are delighted, and excellence becomes the norm.
