{"id":4257,"date":"2020-03-10T11:32:23","date_gmt":"2020-03-10T10:32:23","guid":{"rendered":"https:\/\/explainvisually.co\/?p=4257"},"modified":"2026-03-23T16:44:49","modified_gmt":"2026-03-23T15:44:49","slug":"how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study","status":"publish","type":"post","link":"https:\/\/explainvisually.co\/en\/how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study\/","title":{"rendered":"How did Millenium Bank educate its employees on standards of customer service? (explainer video 2D for the banking industry)"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.16″ da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”]<\/p>\n

<\/em><\/p>\n

About the company:<\/h3>\n

Millenium Bank <\/strong>\u2013 one of the main banks in Poland, part of Banco Commercial Portuges.<\/p>\n

Department:<\/strong> Department of Quality\u2013responsible for providing 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 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 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.<\/p>\n

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=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_image src=”https:\/\/explainvisually.co\/wp-content\/uploads\/2020\/01\/MILLENIUM1ENG.png” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n

 <\/p>\n

Solution:<\/h3>\n

A video series about the standards of customer service and the model of personal account sales, in 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\u2013a short trailer posted in the intranet.<\/p>\n

After a week we posted second animation. It reminded the employees why the standards of customer service are so essential in the bank\u2019s work. The third movie used 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

 <\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][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” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

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

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

The fourth animation reminded about the advantages of 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 are themost essential element of 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 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 were shared via bank\u2019s channels of communication in two forms, with a voice-over and with subtitles.<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_image src=”https:\/\/explainvisually.co\/wp-content\/uploads\/2020\/01\/MILLENIUM2.jpg” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_5,3_5,1_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

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

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

\u00a0The 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

\u00a0All that in good company with a heartfelt dose of good energy and sense of humour.\u201d<\/p>\n

 <\/p>\n

Kamila Urbanowicz<\/strong><\/p>\n

Head of Customer Service Optimisation Team, Quality Department<\/em><\/p>\n

Bank Millennium\u00a0<\/p>\n

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About the company: Millenium Bank \u2013 one of the main banks in Poland, part of Banco Commercial Portuges. Department: Department of Quality\u2013responsible for providing 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 strategic objectives of […]<\/p>\n","protected":false},"author":2,"featured_media":4599,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-4257","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"\nHow did Millenium Bank train staff in service standards?<\/title>\n<meta name=\"description\" content=\"Case study of cooperation with Millenium Bank about educating its emloyees on standards of customer service by animations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/explainvisually.co\/en\/how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How did Millenium Bank train staff in service standards?\" \/>\n<meta property=\"og:description\" content=\"Case study of cooperation with Millenium Bank about educating its emloyees on standards of customer service by animations.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/explainvisually.co\/en\/how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study\/\" \/>\n<meta property=\"og:site_name\" content=\"Explain Visually\" \/>\n<meta property=\"article:published_time\" content=\"2020-03-10T10:32:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-23T15:44:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/explainvisually.co\/wp-content\/uploads\/2020\/01\/MILLENIUM1ENG.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1040\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Maciej Budkowski\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Maciej Budkowski\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/explainvisually.co\\\/en\\\/how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/explainvisually.co\\\/en\\\/how-did-millenium-bank-educate-its-employees-on-standards-of-customer-service-case-study\\\/\"},\"author\":{\"name\":\"Maciej Budkowski\",\"@id\":\"https:\\\/\\\/explainvisually.co\\\/en\\\/#\\\/schema\\\/person\\\/e75d2bbd389f6546f30301a418ccf58b\"},\"headline\":\"How did Millenium Bank educate its employees on standards of customer service? 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