Case Studies
Industry : Banking
Solution : Customer Service
Business Need : Customer Focus
Customer : Al Rajhi bank
Headquarters : Riyadh, Saudi Arabia
Number of Employees : 2,500
Website : http://www.alrajhibank.com
CHALLENGE
Al Rajhi had made tremendous upgrades in order to improve their branding and their facilities and to put more separation between sales and service within branches. Despite these advances, they saw the need to undergo a significant change in their customer service..
Al Rajhi had made tremendous upgrades in order to improve their branding and their facilities and to put more separation between sales and service within branches. Despite these advances, they saw the need to undergo a significant change in their customer service..
Solution:
Dale Carnegie Training and Al Rajhi formulated a training plan that included a half-day for top management, 5 days of immersion for all of the all Branch Managers “change agents,” followed by 9 monthly half-day sessions for all the Branch Managers, each one focusing on a theme that became the focus for training in the branches for the month.
Dale Carnegie Training and Al Rajhi formulated a training plan that included a half-day for top management, 5 days of immersion for all of the all Branch Managers “change agents,” followed by 9 monthly half-day sessions for all the Branch Managers, each one focusing on a theme that became the focus for training in the branches for the month.
Results:
Financial results for the bank were very impressive. Customer deposits were up 25 % from $21.6 billion to $27 billion, and income from banking services climbed 18% from $102.7 million to $121.0 million.
Financial results for the bank were very impressive. Customer deposits were up 25 % from $21.6 billion to $27 billion, and income from banking services climbed 18% from $102.7 million to $121.0 million.
