{"id":2759,"date":"2019-07-04T09:45:20","date_gmt":"2019-07-04T07:45:20","guid":{"rendered":"https:\/\/explainvisually.co\/jak-bank-millennium-edukowal-pracownikow-nt-standardow-obslugi-klienta-case-study\/"},"modified":"2020-08-28T11:00:21","modified_gmt":"2020-08-28T09:00:21","slug":"how-did-millennium-bank-educate-its-employees","status":"publish","type":"page","link":"https:\/\/explainvisually.co\/en\/how-did-millennium-bank-educate-its-employees\/","title":{"rendered":"How did Millenium Bank educate its employees on standards of customer service? [Case Study]"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”3.22.3″][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”3.25.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”1_5″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text _builder_version=”3.27.4″ text_font=”||||||||” background_size=”initial” background_position=”top_left” background_repeat=”repeat”]<\/p>\n

<\/p>\n

About the company:<\/h3>\n

Millenium Bank\u00a0<\/strong>\u2013 one of the main banks in Poland, part of Banco Commercial Portuges.
Department:<\/strong> Department of Quality \u2013 responsible for providing an equal and high level of customer and sales service in the bank\u2019s facilities.<\/p>\n

 <\/p>\n

Problem:<\/h3>\n

Keeping the highest standards of customer service for years has been one of the strategic objectives of Millenium Bank. That\u2019s why in April 2017, they started a project for enforcing and reminding of the standards of customer service.<\/p>\n

As part of the project, the team of the Department of Quality looked for a fresh and interesting format to reach over 2000 facility employees in the whole of Poland.<\/strong><\/p>\n

It was important for them to present the subject in an attractive and involving way<\/strong>. A new form of communication would help the employees more efficiently ingest extensive content, that until now, has been shared via traditional channels of corporate communication.<\/p>\n

 <\/p>\n

Goals:<\/h3>\n

1. To put that extensive content into interesting and possibly short form.
2. To regularly, attractively, and non-obtrusively remind the employees about the key standards of customer service. That would help raise the quality of customer service, and thus bump up customers\u2019 satisfaction and sales.<\/p>\n

 <\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25.4″][et_pb_column type=”4_4″ _builder_version=”3.25.4″][et_pb_image src=”https:\/\/explainvisually.co\/wp-content\/uploads\/2020\/01\/MILLENIUM1ENG.png” alt=”jak-bank-millennium-edukowal-pracownikow-nt-standardow-obslugi-klienta-case-study-1″ _builder_version=”4.0.7″][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”3.25.4″][et_pb_column type=”1_5″ _builder_version=”3.25.4″][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”3.25.4″][et_pb_text _builder_version=”3.27.4″]<\/p>\n

Solution:<\/span><\/p>\n

A video series about the standards of customer service and the model of personal account sales, in the form of 5 short whiteboard animations.<\/p>\n

Films reached to senior employees, to whom it served as a reminder, and to new employees, whom it helped quickly internalize main procedures. Among recipients, there were not only facilities\u2019 consultants, but also senior managers.<\/p>\n

The whole series was announced with the help of the first animation \u2013 a short trailer posted in the intranet.<\/p>\n

After a week, we posted the second animation. It reminded the employees why the standards of customer service are so essential in the bank\u2019s work. The third movie used a simple, visual way to show key moments in the workday of a facility employee. Thanks to that, the consultants were able to see how to implement said standards in practice.<\/p>\n

An outtake from the movie<\/em><\/p>\n

<\/span><\/p>\n

[\/et_pb_text][et_pb_image src=”https:\/\/explainvisually.co\/wp-content\/uploads\/2019\/11\/jak-bank-millennium-edukowal-pracownikow-nt-standardow-obslugi-klienta-case-study-2.png” alt=”jak-bank-millennium-edukowal-pracownikow-nt-standardow-obslugi-klienta-case-study-2″ _builder_version=”3.25.4″][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”3.25.4″][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25.4″][et_pb_column type=”4_4″ _builder_version=”3.25.4″][et_pb_text _builder_version=”3.27.4″ text_font=”||||||||” width=”100%” custom_padding=”|225px||228px||”]<\/p>\n

The fourth animation reminded viewers about the advantages of a mobile app, which we wanted the customers to be encouraged to try. In the fifth one, we told the employees about the importance of self-improving and self-developing, and the support they can get in it from the bank.<\/p>\n

Considering that relationship with clients is the essential element of the company\u2019s strategy, in the process of creating the movie participated representants of the highest company authorities.<\/p>\n

Every single movie was filled with trivia and a sense of humour, which helped internalize the information. Because it was designed as a series, all the movies were adjusted in terms of plot, style, and colour palette.<\/p>\n

The series was shared via bank\u2019s channels of communication in two forms, with a voice-over and with subtitles.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.25.4″ min_height=”432px”][et_pb_column type=”4_4″ _builder_version=”3.25.4″][et_pb_image src=”https:\/\/explainvisually.co\/wp-content\/uploads\/2020\/01\/MILLENIUM2.jpg” _builder_version=”4.0.7″][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”3.25.4″][et_pb_column type=”1_5″ _builder_version=”3.25.4″][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”3.25.4″][et_pb_text _builder_version=”3.27.4″]<\/p>\n

Client\u2019s opinion:<\/h3>\n

<\/p>\n

\u201cCooperating with the ExplainVisually team went exemplary, even though it was not short of a thrill associated with a very tight schedule \ud83d\ude42<\/p>\n

<\/p>\n

The team conducted the project in a very ordered and organised manner. Creative attitude, model communication, instant positive reactions to every change in the scripts and quick implementing of the amendments convinced us that impossible projects are something ExplainVisually does offhand \ud83d\ude42<\/p>\n

All that in good company with a heartfelt dose of good energy and sense of humour.\u201d<\/p>\n

<\/p>\n

Kamila Urbanowicz<\/strong>
Head of Customer Service Optimisation Team, Quality Department<\/em>
Bank Millennium<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”3.25.4″][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

About the company: Millenium Bank\u00a0\u2013 one of the main banks in Poland, part of Banco Commercial Portuges. Department: Department of Quality \u2013 responsible for providing an equal and high level of customer and sales service in the bank\u2019s facilities.   Problem: Keeping the highest standards of customer service for years has been one of the […]<\/p>\n","protected":false},"author":2,"featured_media":4605,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"\r\n

O firmie:<\/h3>\r\n\r\n\r\n\r\n

Bank Millennium<\/strong> \u2013 jeden z najwi\u0119kszych bank\u00f3w w Polsce, nale\u017c\u0105cy do Banco Commercial Portuges.
Dzia\u0142:<\/strong> Departament Jako\u015bci \u2013 odpowiedzialny za zapewnienie r\u00f3wnego, wysokiego poziomu jako\u015bci obs\u0142ugi i sprzeda\u017cy w plac\u00f3wkach banku.<\/p>\r\n\r\n\r\n\r\n

Problem:<\/h3>\r\n\r\n\r\n\r\n

Utrzymanie najwy\u017cszych standard\u00f3w obs\u0142ugi klienta od lat jest jednym ze strategicznych cel\u00f3w Banku Millennium. Dlatego w kwietniu 2017 rozpocz\u0119to projekt wzmocnienia i przypominania Standard\u00f3w Obs\u0142ugi Klienta.<\/p>\r\n\r\n\r\n\r\n

W ramach projektu Zesp\u00f3\u0142 Departamentu Jako\u015bci poszukiwa\u0142 \u015bwie\u017cego, ciekawego formatu dotarcia do ponad 2000 pracownik\u00f3w oddzia\u0142owych w ca\u0142ej Polsce<\/strong>. Zale\u017ca\u0142o im, aby przedstawi\u0107 tematyk\u0119 obs\u0142ugi klienta w atrakcyjny i anga\u017cuj\u0105cy spos\u00f3b<\/strong>. Nowa forma komunikacji pomog\u0142aby pracownikom skuteczniej przyswaja\u0107 obszerny materia\u0142, przesy\u0142any dot\u0105d tradycyjnymi kana\u0142ami komunikacji korporacyjnej.<\/p>\r\n\r\n\r\n\r\n

Cele:<\/h3>\r\n\r\n\r\n\r\n

1. Zamkn\u0105\u0107 obszerny materia\u0142 w ciekawej i stosunkowo kr\u00f3tkiej formie.
2. Regularnie, atrakcyjnie i nienachalnie przypomina\u0107 pracownikom o kluczowych standardach obs\u0142ugi klienta. Dzi\u0119ki czemu wzro\u015bnie jako\u015b\u0107 obs\u0142ugi, a zarazem zadowolenie klienta oraz sprzeda\u017c.<\/p>\r\n\r\n\r\n\r\n

<\/h4>\r\n\r\n\r\n\r\n

Rozwi\u0105zanie:<\/h3>\r\n\r\n\r\n\r\n

Serial o standardach obs\u0142ugi klienta i modelu sprzeda\u017cy konta osobistego w formie 5 kr\u00f3tkich animacji whiteboardowych.<\/p>\r\n\r\n\r\n\r\n

Filmy trafia\u0142y do pracownik\u00f3w starszych sta\u017cem, dla kt\u00f3rych stanowi\u0142y przypomnienie, oraz do nowych, kt\u00f3rzy mogli szybko zrozumie\u0107 g\u0142\u00f3wne procedury. Odbiorcami filmu byli nie tylko doradcy oddzia\u0142owi, ale r\u00f3wnie\u017c menad\u017cerowie wy\u017cszego szczebla.<\/p>\r\n\r\n\r\n\r\n

Ca\u0142\u0105\u00a0seri\u0119\u00a0zapowiedzieli\u015bmy pierwszym filmem \u2013 kr\u00f3tkim trailerem, umieszczonym w Intranecie.<\/p>\r\n\r\n\r\n\r\n

Po tygodniu wy\u015bwietlili\u015bmy drugi film. Przypomina\u0142 on pracownikom dlaczego standardy obs\u0142ugi klienta s\u0105\u00a0tak kluczowe dla pracy Banku. Trzeci film w prosty, wizualny spos\u00f3b przedstawia\u0142 kluczowe momenty w pracy pracownika oddzia\u0142owego. Dzi\u0119ki temu doradcy mogli zobaczy\u0107 jak w praktyce wdro\u017cy\u0107 omawiane standardy.<\/p>\r\n\r\n\r\n\r\n

Kadr z filmu<\/em><\/p>\r\n\r\n\r\n\r\n

\"\"<\/figure>\r\n\r\n\r\n\r\n

Czwarty film przypomina\u0142 o zaletach aplikacji mobilnej, do korzystania z kt\u00f3rej chcieli\u015bmy zach\u0119ca\u0107 klient\u00f3w. W pi\u0105tym filmie za\u015b opowiadali\u015bmy pracownikom o wadze doskonalenia swoich umiej\u0119tno\u015bci i wsparciu, kt\u00f3re na tej \u015bcie\u017cce mog\u0105 otrzyma\u0107 od Banku.<\/p>\r\n\r\n\r\n\r\n

Ze wzgl\u0119du na fakt, \u017ce relacje z klientami s\u0105 kluczowym elementem strategii firmy, w powstawaniu filmu brali udzia\u0142 przedstawiciele najwy\u017cszych w\u0142adz banku. <\/strong><\/p>\r\n\r\n\r\n\r\n

Ka\u017cdy z film\u00f3w zawiera\u0142 ciekawostki oraz elementy humorystyczne, kt\u00f3re pomaga\u0142y przyswoi\u0107 wiedz\u0119. Poniewa\u017c\u00a0by\u0142 to serial, to wszystkie filmy fabularnie, kolorystycznie oraz stylistycznie nawi\u0105zywa\u0142y do siebie nawzajem.<\/p>\r\n\r\n\r\n\r\n

Serial zosta\u0142 rozpropagowany dost\u0119pnymi w Banku kana\u0142ami komunikacji w wersji z lektorem oraz napisami.<\/p>\r\n\r\n\r\n\r\n

<\/h3>\r\n\r\n\r\n\r\n

Komentarz klienta:<\/h3>\r\n\r\n\r\n\r\n

\u201eWsp\u00f3\u0142praca z zespo\u0142em ExplainVisually przebiega\u0142a wzorowo, cho\u0107 nie zabrak\u0142o dreszczyka emocji zwi\u0105zanego z napi\u0119tymi terminami :)<\/p>\r\n\r\n\r\n\r\n

Zesp\u00f3\u0142 w bardzo uporz\u0105dkowany i dobrze zorganizowany spos\u00f3b przeprowadzi\u0142 ca\u0142y projekt. Kreatywne podej\u015bcie do tematu, wzorowa komunikacja, b\u0142yskawiczna, pozytywna reakcja na zmiany w scenariuszach oraz ekspresowe wprowadzanie koniecznych zmian przy niekt\u00f3rych w scenach to co\u015b co da\u0142o nam przekonanie, \u017ce projekty niemo\u017cliwe ExplainVisually realizuje od r\u0119ki :)<\/p>\r\n\r\n\r\n\r\n

A wszystko to w mi\u0142ym towarzystwie z du\u017c\u0105 dawk\u0105 dobrej energii i humoru\u201d.<\/p>\r\n\r\n\r\n\r\n

Kamila Urbanowicz<\/strong>
Head of Customer Service Optimisation Team, Quality Department<\/em>
Bank Millennium<\/p>\r\n\r\n\r\n\r\n

\"\"<\/a><\/figure>\r\n","_et_gb_content_width":"","inline_featured_image":false,"footnotes":""},"class_list":["post-2759","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nHow did Millenium Bank educate its employees on new service standards?<\/title>\n<meta name=\"description\" content=\"How to reach over 2000 employees located around the country with your training material? 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