Project Components
A comprehensive training programme was designed for branch managers and banking service staff to embed the core values of integrity and passion for serving customers across Al Rajhi Bank. Using insights from customer voice complaints, the curriculum addressed service gaps and unified behaviour across all regions, ensuring consistent and empathetic customer experiences.
A. The Challenge
Branch-level service varied widely and complaints revealed misalignment with the bank’s integrity and service values. To cultivate a consistent culture, more than 2,500 managers and service officers needed to internalise these values and apply them in daily interactions.
B. Our Solution
We analysed customer complaints, designed a tailored training curriculum and delivered it to managers and service staff in all regions. The programme included workshops, role‑playing and coaching to embed integrity and customer‑centric behaviours, supported by follow‑up materials for continuous reinforcement.
C. Key Achievements
Over 2,500 branch managers were trained, aligning service practices with corporate values. The programme improved customer satisfaction, strengthened service culture and equipped frontline staff with tools to uphold integrity and passion in every transaction.
Project Overview
Client:
Al Rajhi Bank
Value:
1,200,000 SAR
Start Date:
2020
End Date:
2020
Project Category:
Customer Experience, Institutional Culture and Values
Project Tag:
Industry
Duration:
Forty-five days
Project URL:
Status:
Completed
The Client Phone :
8001241222
The Client Email :
ContactCenter1@alrajhibank.com.sa
The Client Website :
alrajhibank.com.sa