Santander
Enhancing Customer Service for People with Disabilities
Industry
Banking & Finance
Location
Leicester, United Kingdom
Our Role
Training
Project Overview
Our training session aimed to upskill employees on customer service, especially for customers with disabilities. The session was conducted for employees at Santander Bank, in Leicester, aiming to cultivate empathy, understanding, and practical skills to better serve this important customer segment.Sixty employees from various departments of Santander Bank participated in the specialised customer service training. Employees were eager to enhance their skills and create a more inclusive environment for customers with disabilities.
Objective
- Foster awareness and empathy towards customers with disabilities.
- Equip employees with practical strategies for effective communication and assistance.
- Ensure a welcoming and inclusive banking experience for all customers.
“The training was eye-opening and incredibly valuable. I feel more confident and equipped to assist customers with disabilities respectfully and effectively.”
Santander Employee Participant
Methodology
The training session was delivered over two days, combining informative presentations, interactive workshops, and role-playing scenarios. The training was facilitated by accessibility experts and individuals with disabilities, providing firsthand insights and practical guidance.
“Investing in training to improve customer service for individuals with disabilities aligns with our commitment to inclusivity and exceptional customer care. This training empowers our team to better understand and address the unique needs of all our customers.”
V. Karavadra,
Bank Manager
Result
Post-training assessments revealed significant improvements in employee confidence and readiness to assist customers with disabilities:
- 92% reported increased awareness and understanding of disability-related challenges.
- 88% felt more confident in providing appropriate assistance and accommodations.
- 95% expressed a commitment to implementing inclusive practices in their daily interactions.
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