An AL team developed more than 40 strategies to address these challenges. The solutions included rap lyrics for customer service, shirts with logos that fit within the bank’s branding scheme, quarterly meetings with fun activities, a “meet-and-greet” training initiative on how to exchange pleasantries with customers, and a new reward system for service staff. Sample rewards are vouchers for vacations, shopping trips, and electronic products, items that are less expensive than those top management had been considering. Read More

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