Capital One Bank Customer Service Training Design

Capital One Bank Customer Service Training Design

Capital One Bank's business strategy has been to buy regional banks to get access to their deposits, which the company uses as a cheap source of funding for its more lucrative, high annual percentage rate, credit card operations; an internal growth strategy. There is a dichotomy in their customer service strategy; the banking operation requires a relationship with the customer that allows the customer to feel that their money is going to be taken care of. The credit card operation requires a relationship with the customer that allows the customer to feel that they will be taken care of when there is an absence of money.

The customer service issues arise by introducing a new task and...