Lloyds Banking Group



With changes mandated by the European Commission after the acquisition of Halifax by Lloyds TSB, there were potential changes which could cause some confusion with colleagues. All colleagues needed to be able to reassure customers that they wouldn’t be adversely affected by the changes occurring within the bank, and provide confident and accurate responses to any concerns which may arise.


Colleagues are reassured about the ways to deal with customer concerns and given some key phrases which they can build into their responses.