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Barclays to focus on service not sales

Barclays to focus on service not sales

Category: Banking

Updated: 11/10/2012
First Published: 11/10/2012

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Barclays Bank has announced it will no longer reward branch and call-centre staff commission for product sales, as part of a review into its incentive schemes.

Sales commission and rewards will be scrapped and replaced by incentive payments based on the standard of customer service delivered by branches and areas, rather than individuals.

It is thought the new incentive structure will come into effect on 1 December.

The news follows The Co-operative Bank's statement that it will be moving its focus away from sales and onto consistently good customer service.

Chief executive of retail and business banking at Barclays, Ashok Vaswani, said: "At Barclays we have gone a long way over the past 18 months to place the emphasis of our incentives programme on customer satisfaction.

"We are now taking the next step and basing variable remuneration purely on service. We believe customers will welcome the reassurance, that our people have no incentive to sell them a product," he added.

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