Since 2006, we have offered the Effective Customer Relations corporate program. Together with the VTB Bank and VTB Group Products program, it is designed to establish corporate standards for customer service and sales to further enhance the bank’s competitive edge in the banking market.
The Effective Customer Relations program includes several constituents \ parts:
The program is unique in being conducted by:
Corporate trainers are selected on a competitive basis. They are taught how to conduct training sessions on their own and to do their trainees’ performance evaluation in the area of customer relations. VTB Bank currently has 47 corporate trainers. In 2008, they conducted 54 training sessions on sales and efficient service.
Over 700 customer relations representatives, tellers and product specialists, in all, have participated in the Effective Customer Relations program. This approach helps to develop a knowledge management system through consolidating, structuring and sharing professional expertise among the bank’s personnel.