Voice practice for bank staff
Customer Conversation Coach
Bank staff practise real customer conversations out loud with a lifelike customer, then replay the call with coaching on every moment.
- A retail bank
- Banking
- Digital tools & system development
- Delivered
The bank had one written service standard, but service varied from branch to branch. New tellers met their first anxious or angry customer with no practice behind them — and reading a policy is not the same as saying the words out loud.
With the Conversation Coach, staff put on a headset and talk to a practice customer such as Margaret, 72, who has just received a text saying her account is locked. She answers in her own voice and reacts to what they say. Afterwards, they replay the call with coaching pinned to each moment.
The goal
One service standard, practised out loud until it becomes habit, in every branch and on every phone line.
Practice customers with a real story
Each customer has a background, a mood and a reason for calling, from a first-time account holder to a frustrated business owner. Regulated moments, like identity checks and referrals to an advisor, are built into the conversation.
Replay the call, with coaching in the right places
After each conversation, staff listen back. Coaching notes are pinned to the exact moment they apply, with an example of what going above and beyond would have sounded like.
Coaching where it counts
Branch managers see which service moments each team handles well and which need practice, so coaching time goes where it is needed.
One standard, practised the same way in every branch
Difficult conversations rehearsed out loud before they happen
Managers coach to the moments that need it