Updating a Customer Service

CLIENT: Big Four High Street Bank: awareness ... answer queries ... leaflet.

The safe custody arrangements for branch customers were being overhauled and a comprehensive training programme was arranged for all those directly involved. In addition to this, all branch staff needed to be aware of the new arrangements and be able to answer likely customer queries.

Members of the Hiltrain team designed and produced a leaflet that explained the new arrangements concisely, gave the answers to expected questions and provided hand-off information. It gave branch staff everything they needed without overwhelming them with unnecessary details.