Challenge
Rhotic partnered with a global bank facing a challenge common to many large institutions: ensuring consistency and clarity in client communications across international teams.
Complaints had surfaced regarding the language used by account managers. Some interactions were heavy on jargon, others too technical, and overall the experience lacked cohesion. There were also disparities in how capital markets expertise was communicated, varying by team location and seniority.
Solution
Our objective was twofold: to unite client-facing teams around a refreshed brand communication style, and to equip junior staff with the foundational knowledge needed to articulate complex concepts in a simple, accessible way.
To address this, we created a bespoke training programme delivered in person at the bank’s European offices and remotely to global regions. The curriculum was shaped by the bank’s brand principles and strategic goals, and adapted to suit teams with different levels of capital markets fluency.
In addition to the training, we developed a comprehensive style guide for all client-facing employees. It clearly defined tone, terminology, and messaging frameworks, aligning customer communications with the bank’s mission and vision while translating its value proposition into everyday language.
The programme delivered tangible results. The bank saw improved account retention, greater client satisfaction during calls, and a marked reduction in attrition rates. By elevating internal understanding and sharpening external messaging, the initiative strengthened relationships and restored confidence in the bank’s client engagement approach.