Citigroup Inc. is closing its 1,000 U.S. bank branches early on Saturday so that employees can attend training sessions designed to improve customer service.
The programs will be held at 58 sites around the country by local area directors who manage branches in their respective regions. Employees will be taught to make "emotional connections" with customers, and to handle problems in a way that communicates an appreciation for the customer's time and business, said Brad Dinsmore, head of Citi's retail banking business.
"When we look at Citi's customer experience scores by almost any measure, we're not anywhere near where we want to be," said Dinsmore, who will be leading a training session in New York. Most branches will close at 1 p.m. local time.
