Over 20 members of staff of the St. Vincent Co-Operative Bank Limited (SVCB) took part in a recent training workshop, entitled Leading Customer Loyalty. The session, in collaboration with the Caribbean Association of Banks (CAB) Inc. was facilitated by Mrs. Thecla Deterville of FranklinCovey Eastern Caribbean. This was the first face-to-face training conducted under the CAB banner in two years.
The exercise was targetted mainly at frontline staff such as tellers and customer service representatives at SVCB, with goals including learning how to make genuine human connections; listen and communicate with empathy; discover the real “job to be done” for customers and co-workers; follow up to learn how to improve and resolve concerns; give and receive feedback that builds people up; inspire the team to share best thinking and ideas; and run effective team Loyalty Huddles.
Managers and supervisors were also involved, and were taught – inter alia – how to improve their tellers’ and loans officers’ performance with on-purpose and spontaneous coaching; understanding the team and providing effective leadership; looking for innovative ways to encourage cross-selling and knocking it out of the park with sizzling customer service; putting effective coaching to work; and recognizing ideas to boost employee productivity.
The session, which was concluded at the National Insurance Conference Room in Kingstown, was very well received by participants and the executive management of SVCB. Based on 20 years of research and hands-on learning with a wide range of organisations, FranklinCovey’s Customer Loyalty Practice is world-renowned for its scalability and applicability to a number of different organisations. Rather than top-down prescriptions driven by corporate data analysts, FranklinCovey advocates for a bottom-up approach powered by the operators in the business, to help organisations build a winning culture, which is the common denominator among all great companies. This collaboration arises in part from an MOU established between CAB and FranklinCovey Eastern Caribbean in 2019.
Mrs. Deterville is a skilled and well-rounded Project Management, Leadership Trainer, Human Resource Coach, and Change Management Consultant with significant and diverse experience in concept, planning and execution of a wide range of projects. She is a skilled and knowledgeable facilitator who is able to design customer engagement initiatives in an insightful, practical and inspirational manner thereby ensuring that they are effective and meet their stated objectives. In 2015 she acquired the Certified Management Consultant (CMC) designation under the Caribbean Institute of Certified Management Consultants. She has been a FranklinCovey graduate since 1996.
