The current context in which we live pushes the bank sector to change their customer relationship model in order to strengthen the relationship of trust with their customers. How do you train 70.000 collaborators scattered around France and make sure they understand their employer’s approach of customer services ?
A proof of concept was created in a single week with IFCAM and in which the learners is put in the advisor’s as well as the client’s shoes. From there they observe, they act and they learn about body language and efficient communication to improve the client’s experience. Conditional scenarios enables the learners to make mistakes and to practice as much as they need.
The VR training module launched in late October 2019, is still being tested to employees of 4 pilot Regional Banks. This new innovative format has been greatly welcomed by the testers as it enables them to improve their understanding of customer relationships and the implementation of social skills.