SBI Kerala Circle decided to focus on one key area of Customer Centricity in the territory -Thiruvantahanapuram Zone. They expressed a desire to augment technical skills with competencies in Counter Skill etiquette, handling objections and educate cross selling and up selling opportunities. Selected junior level employees along with a band of managers in mentoring roles were exposed to a unique customer centric orientation. The Bank needed to put to effective use the people resource that were engaged in back-office operation, traditionally. Owing to rapid computerization, the requirement of employees in back-end operations was considerably reduced.

Solution:
Dale Carnegie assisted SBI Kerala Circle by in connecting 400 + 25 Managers of the erstwhile back end staff members to the project. The impetus was in developing their abilities in selling, and becoming more customer oriented for the transition to a higher mobilisation of funds. They also developed ways to mobilize larger deposits for the bank from the existing customers as well as new customers. An important component was linking functional skills, to a commitment to enhanced customer service.

Results:
There has been a remarkable improvement in the banks endeavor to mobilize deposits.This effect was due to the engagement level with customers undergoing a change. The focus was in converting each transaction into a positive experience. The Thiruvanthanapurum Zone Recorded the highest level of mobilisation of funds when compared to the other territories of SBI Kerala. In addition, the business skills developed in the process serve as a platform on which to develop future Leaders.