Embedding Integrity and Customer-Service Passion at Al Rajhi Bank
Cultivating integrity and passion for customer service across Al‑Rajhi Bank branches.
Completed
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Project Overview
Project Components
A comprehensive training programme was designed for branch managers and banking service staff to embed the core values of integrity and passion for serving customers across Al Rajhi Bank. Using insights from customer voice complaints, the curriculum addressed service gaps and unified behaviour across all regions, ensuring consistent and empathetic customer experiences.
A. The Challenge
Branch-level service varied widely and complaints revealed misalignment with the bank’s integrity and service values. To cultivate a consistent culture, more than 2,500 managers and service officers needed to internalise these values and apply them in daily interactions.
B. Our Solution
We analysed customer complaints, designed a tailored training curriculum and delivered it to managers and service staff in all regions. The programme included workshops, role‑playing and coaching to embed integrity and customer‑centric behaviours, supported by follow‑up materials for continuous reinforcement.
C. Key Achievements
Over 2,500 branch managers were trained, aligning service practices with corporate values. The programme improved customer satisfaction, strengthened service culture and equipped frontline staff with tools to uphold integrity and passion in every transaction.
Project Summary
Project Information
Client:
Al Rajhi Bank
Value:
1,200,000 SAR
Start Date:
August 3, 2020
End Date:
September 17, 2020
Duration:
Forty-five days
Project URL:
Status:
Completed
Additional Information
The Client Phone :
8001241222
The Client Email :
ContactCenter1@alrajhibank.com.sa
Taxonomies
Service Area:
Customer Experience, Institutional Culture and Values
Client Sector:
Corporate & Industry