Language training for cashiers nationwide
In this complex project, we coordinated the language skills and customer service routines of customer service staff.
Company profile and challenge
A leading financial institution recognized that its currency cashiers work with foreign-language customers on a daily basis and need to communicate accurately and professionally when conducting foreign exchange transactions. The biggest challenge of the project was that there were significant differences in language skills and customer service routines among the currency exchange teams of 1-2 people working in 30 different cities.
The goal was to provide cashiers with a consistent level of technical knowledge and confidence in English-language customer service situations related to currency handling, while developing a well-structured training system that fits in with internal processes.
The solution
Juventus Language Group developed a specialized currency exchange terminology training program tailored to the bank's internal processes and customer communication protocols.
- We formed small online groups (4-5 people) so that participants could actively practice what they had learned.
- We developed special teaching materials that covered real cashier situations, such as exchange rate communication, customer identification, transaction management, and complaint handling.
- At the end of the program, all participants took a placement test and exam, which we compiled in accordance with the bank's requirements.
The result
The currency training program not only helped develop technical language skills, but also had other unexpected positive effects:
Successful exams, increased self-confidence
A pénztárosok magabiztosabban kezelték az idegen nyelvű ügyfélkapcsolatokat.
Networking and team building
Participants from across the country got to know each other, which helped to develop more consistent customer service practices.
Consistent customer communication
Currency exchange services have become more professional and efficient throughout the entire banking network.
The program was so successful that the bank has since asked us to develop further internal language training courses. 💼🚀
Szilvia Király
Managing Partner
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