The Co-operative Bank has ditched staff sales incentives across its UK branches, focusing instead on rewarding good customer service.
Speaking at the Conservative party conference, the chief executive of The Co-operative Bank, Barry Totell, stated that sales targets and incentives were "wrong" and confirmed the bank has banned such schemes.
Instead of branch based sales targets and incentives, The Co-operative Bank will reward its call centre staff for practicing good customer service. The scheme, due to take effect next year, will be based on feedback from mystery shoppers, questionnaires and independent experts.
Addressing the audience in Birmingham, Mr Totell said: "Frankly, if your business is about delivering excellent customer service then why would you incentivise selling?
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