LISTENING
Step into Customer Shoes
Our Step Into Customer Shoes training
reenergized my will to act.
One of the activities involved us visiting a hotel
to observe the quality of customer service.
When we arrived, there was no one to greet
or assist us. It helped me to understand
how clients must feel if they are not given
enough attention. After our training, I had my
relationship managers visit other banks as
clients; this changed both their understanding
of and approach to their work.
They developed a better sense of what our
customers need and how they could better
respond to those needs.
Olena Tereschenko
UniCredit employee, Ukraine