Lloyds Banking Group is piloting a new staff incentive scheme, which puts the focus on customer service rather than product sales.
The scheme is being piloted by 70 of the bank’s 1,800 UK branches, including Lloyds TSB and Halifax branches.
It will run into early 2013, and is part of Lloyds’ quarterly review of its incentive schemes.
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A spokesperson from Lloyds’ Banking Group said: “Our incentive schemes already reward staff for providing high-quality customer service assessed by a wide range of metrics.
“The incentives pilot we are currently trialling across a selection of branches focuses on retaining our customers.”
All well and good, I have been a Lloyds customer for more than 50 years, I was sold an inappropriate bond whilst recovering from heart sugery, I trusted the bank to look after my best interests. Retention as far as I am concerned depends on the outcome of my claim.for mis-selling.
Believe it when I see it even with the announcement we are still being pushed for sales harder than ever!
As a front line staff member, customer service comes a very poor second to sales. The Bank says it is putting the focus on customer service, sadly the pressure for sales is pushed to the limit.
Phones not answered in the branch, daily nagging to hit targets, and a lot of hot air about service being important but really it’s all about getting a loan on the board !!! Staff feeling dejected and un appreciated ! Welcome being a CSA in. Lloyds branch
Its still a joke, points points points on the board.Speak about service in the morning meetings by 12:30 line managers and branch managers are like hounds after sales reps (not CSA) in the branch for points. Even a double glazing sales rep is better than the bank sales rep.