Training accounts for big improvements at Fairbairn Private Bank: Bespoke program blends internal and external expertise

The purpose of this paper is to describe how the customer‐service centre at Fairbairn Private Bank (FPB) was transformed by a training initiative that led to a string of awards.

Details the origins of the training initiative, how it was delivered and the training outcomes.

Reveals that the training has enabled FPB to exceed targets for reducing serious justified complaints, financial errors and account closures. New accounts are being opened at almost twice the rate seen in 1999. A client survey has shown 98 percent of respondents are more than satisfied with the standard of service, and 99 percent with the speed of answering telephones. Client referrals now account for 80 percent of business introductions and new accounts outnumber closures four to one.

Highlights the powerful combination of in‐house expertise and external trainers to design and deliver training in the financial‐services sector.

Emphasizes the importance of bespoke training in an area where no appropriate accreditation was available and the bank had to chart its own progress.