Banks
	Trust Bank A large trust bank included trust, banking, and tax groups. These groups were designed to integrate their services so that a customer would experience a seamless level of service across all areas. The bank had completed the structural integration of these groups, and Interact was asked to build the people skills component. Interact tailored materials to reflect all of the critical interfaces involved in customer service. Twelve years later the Interact program remains the bank’s highest-rated training program. Federal Reserve Bank A regional Federal Reserve Bank wanted to address a complex set of turnover and morale issues. They had blue collar employees-fork lift operators, guards, and maintenance techs-who felt like second-class citizens among the economists and financial specialists at the bank. They had professional employees who felt undervalued relative to their counterparts in private industry. The HR group found that part of the problem stemmed from inexperienced managers who were inconsistent. Interact worked with the HR group to implement a consistent, fair way of addressing and resolving problems. This training was so successful that it was implemented at the branches throughout the Federal Reserve Region. Consumer Bank A consumer bank with over 20 community-based branches was introducing extensive automation, and was also implementing incentives and procedures designed to improve sales. The workforce had been hired and trained within a fairly traditional service culture, and found the change to a sales-oriented culture difficult. The bank’s OD group had already determined several areas where improved management skills would make these changes easier. Interact worked with the OD group to make sure their needs were central to the training managers received. The bank’s transition to its new culture has been successful, and they have continued to grow.