Bank Millennium attaches great weight to customer service quality. 2019 saw continuation of the “Masters’ Academy” comprehensive programme of developing competencies of retail banking staff, which was started in 2016. The key role in success of this project is played by regional coaches, selected from among those branch employees who stand out in sales performance and quality. The key assumption of the project involves passing on of best – performance-proven – hands-on selling skills. Its aim is to improve the quality of services offered to customers of Bank Millennium Group. It comprises a number of workshops on quality of service and understanding customers’ needs.
In relation to the merger with Euro Bank, on 1st October 2019 a broad inception training process was started, which is to enable Euro Bank staff to seamlessly and calmly start working in the structures of Bank Millennium. Training was planned throughout Poland in Bank Millennium standards, products and systems. Additionally professional e-learning programmes were prepared specifically for this purpose.
In the corporate banking area work proceeds on building a culture of growth and development of an effective organisation, based on giving and receiving feedback. All the work is being done on the basis of the sales model, which is in place in corporate banking and reflects the particulars of work of persons involved. This work is intended to assimilate the model as well as possible, the need to apply it in practice to attain the highest effectiveness as well as accommodation of essential relevant behaviours, practices and attitudes.
In this area a training programme is also continued with the purpose of improving Advisers’ skills as regards building a professional image based on excellent knowledge of products, ability to make an in-depth analysis of Customers’ needs and structuring of transactions, negotiation skills and the ability to effectively close transactions. The programme comprises a series of product e-learning courses, training workshops provided by 2 independent companies as well as knowledge exams. Moreover all corporate banking Advisers attended training aimed at improving sales effectiveness as well as introducing regeneration and stress management techniques. Additionally corporate banking advisers and product specialists were invited to attend storytelling training where they developed methods of building a list of their own sales pitches. To enhance the training a video course made up of 12 chapters was added.
The training programme for Prestige Advisers remains an important part of retail staff development in Bank Millennium. The training comprises knowledge about financial markets and investing, products offered by Bank Millennium in the Prestige segment, techniques for handling doubts and objections based on the Customer’s personality typology as well as methods of effective closing of a sale.
Bank Millennium Group recognises and rewards employee attitudes, which lead to growth of work quality as well as optimisation of processes, effectiveness and facing-up to professional challenges. In 2019 the “Impakt” employee awards programme was continued, where the Group’s employees themselves propose candidates for the award.